Daniella's Customer Brain

UBS <> OneAI: Agent Optimization and Tech update

4 min read

UBS <> OneAI: Agent Optimization and Tech update

Date: 2026-01-27 | Duration: 60.810001373291016 min | Account: ubs-mailing

External attendees: nancy@ubsmailing.com, vance@ubsmailing.com

Summary

The team discussed the completion of CRM integration with Zoho, which automates call pauses for converted accounts and prioritizes calling known contacts first. They are finalizing the Zoho calendar integration, requiring the creation of a separate API client for scheduling visibility on Vance’s calendar. The meeting also addressed data flow issues, with Yochai proposing a new field for recording decision makers. Updated call scripts were introduced to collect last names and require meeting acceptance, enhancing data quality. A controlled rollout plan was established, including pilot testing with 20 live calls to capture feedback, while the team demonstrated strong collaboration and communication throughout the technical setup process.

Key Points

✅ CRM Integration Complete: Contacts and accounts now sync with Zoho, automating call pauses for converted accounts to enhance efficiency. 🗓️ Calendar Integration In Progress: New API client creation necessary for calendar sync, ensuring all appointments show on Vance’s calendar. 📞 Call Prioritization Strategy: Calls to known contacts prioritized, but accounts without contacts will also be engaged to maximize outreach. 📝 Updated Call Scripts: New scripts now collect last names and require meeting acceptance, improving data accuracy and client interaction. 🚀 Controlled Rollout Plan: Team will run a pilot with 20 live calls post-testing to gather real-world feedback before full deployment. 🤝 Strong Collaboration: Team displayed effective communication and flexibility during the setup, aligning expectations for successful integration.

Overview

  • CRM Integration Complete: Contacts and accounts now sync with Zoho, automating call pauses for converted accounts to enhance efficiency.
  • Calendar Integration In Progress: New API client creation necessary for calendar sync, ensuring all appointments show on Vance’s calendar.
  • Call Prioritization Strategy: Calls to known contacts prioritized, but accounts without contacts will also be engaged to maximize outreach.
  • Updated Call Scripts: New scripts now collect last names and require meeting acceptance, improving data accuracy and client interaction.
  • Controlled Rollout Plan: Team will run a pilot with 20 live calls post-testing to gather real-world feedback before full deployment.
  • Strong Collaboration: Team displayed effective communication and flexibility during the setup, aligning expectations for successful integration.

Action Items

Daniella Block Introduce meeting agenda and coordinate client updates (00:17) Ping Roy Lahav and assist with getting necessary participants on call (00:56) Facilitate tech walk-through with Nancy Johnson and relay chat information during calendar integration setup (30:50) Capture meeting notes and feedback, communicate testing plan and rollout procedures to client (59:44) Confirm details on CRM data integration especially about new contacts and share update with client (59:42)

Roey Sagie / Michael Provide CRM integration update and explain needed calendar integration details (08:06) Guide Nancy Johnson through calendar UID retrieval and API client creation process (16:29) Implement calendar integration backend setup upon receipt of calendar UID, client ID, and client secret (36:16) Verify calendar syncing between Zoho calendar and Vance’s calendar post-setup (35:35) Ensure call prioritization logic accommodates both contacts and account-level phone numbers equally with specified priority rules (10:04) Follow up on CRM system handling new contacts identified by the AI agent and passing that data in a dedicated field (57:00)

Nancy Johnson Participate in screen sharing to locate calendar settings and create necessary API clients for Zoho calendar integration (16:29) Provide calendar UID and API credentials during meeting via chat/email (30:00) Coordinate with Vance to ensure proper calendar selection and syncing for scheduling (20:48)

Vance M Assist Nancy in locating correct calendars and provide calendar UID and API credentials (26:01) Confirm that scheduling will use his personal calendar for appointment setting (25:48) Help clarify CRM contact prioritization and phone numbers during discussion (10:04) Participate in script review and provide feedback on agent call recordings (41:03)

Roy Lahav Present updated agent call scripts and play test call recordings for client feedback (37:49) Incorporate client’s feedback regarding script language, filler words, and meeting booking flow (48:15) Support tech team in confirming functionality for new contact creation and CRM data flow (57:50) Continue updates on agent conversations and coordinate testing and rollout plan (54:20)

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