Daniella's Customer Brain

UBS <> OneAI: Tech & Script Optimization

3 min read

UBS <> OneAI: Tech & Script Optimization

Date: 2026-01-14 | Duration: 86.98999786376953 min | Account: ubs-mailing

External attendees: leonardo.farinas@gmail.com, nancy@ubsmailing.com, vance@ubsmailing.com

Summary

The team successfully completed the API integration setup, led by Michael Gur, enabling backend control over automation development. Roy Lahav conducted live testing of AI call scripts, optimizing engagement and scheduling for specific dates. The introduction of the Universal Business Solutions studio provided a central dashboard for monitoring AI agent performance and syncing data with Zoho CRM. Workflow strategies discussed included segmenting call scripts based on roles and implementing a call cadence strategy to avoid customer fatigue. Next steps involved finalizing backend integration, ongoing script refinement, and establishing a reporting framework to keep stakeholders informed about key performance metrics.

Key Points

✅ API Integration Complete: API setup enables backend control, streamlining automation development without temporary users needed. 🗣️ AI Script Testing Progress: Live tests on AI call scripts focus on engaging conversations and scheduling for January 19 and 20. 📊 Universal Business Solutions Studio: Central dashboard tracks AI performance, call statuses, and syncs crucial data with Zoho CRM. 📞 Call Cadence Strategy: Calls will be spaced to avoid fatigue; role-specific scripts will target relevant pain points for contacts. 📅 Next Steps Outlined: Michael’s team to finalize backend integration; Roy to continue live testing and script refinement iteratively. 📈 Reporting Plans Established: Regular email updates will inform stakeholders on key metrics like answer rates and conversion percentages.

Overview

  • API Integration Complete: API setup enables backend control, streamlining automation development without temporary users needed.
  • AI Script Testing Progress: Live tests on AI call scripts focus on engaging conversations and scheduling for January 19 and 20.
  • Universal Business Solutions Studio: Central dashboard tracks AI performance, call statuses, and syncs crucial data with Zoho CRM.
  • Call Cadence Strategy: Calls will be spaced to avoid fatigue; role-specific scripts will target relevant pain points for contacts.
  • Next Steps Outlined: Michael’s team to finalize backend integration; Roy to continue live testing and script refinement iteratively.
  • Reporting Plans Established: Regular email updates will inform stakeholders on key metrics like answer rates and conversion percentages.

Action Items

Michael Gur Proceed with setting up all automations and integration on backend using obtained API access and client credentials (15:18) Coordinate with UBS on creating specific Zoho CRM fields to receive call data and confirm field setup before finalizing (45:29)

Roy Lahav Continue rigorous call testing including different call scenarios and making notes for necessary script improvements (36:16)

Daniella Block Compile feedback from today’s meeting and reports; update scripts and agent responses accordingly; schedule follow-up meeting for further optimization (54:06) Support UBS team with understanding of studio platform and deliver periodic update reports including call metrics and experiment results (40:00)

Nancy Johnson and Vance Provide additional objection questions or FAQs as needed; review and confirm fields and integration details with Michael once proposed (46:10)

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