Daniella's Customer Brain

UBS <> OneAI: Pre Go Live Touch Base

4 min read

UBS <> OneAI: Pre Go Live Touch Base

Date: 2026-02-05 | Duration: 68.69000244140625 min | Account: ubs-mailing

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

Summary

The team is nearing completion of the AI agent’s technical setup, with Michael Gur and Roy Lahav confirming it is 98% ready for deployment. Key issues include fixing meeting scheduling and metadata integration, particularly the default meeting venue field. They also discussed a bug causing duplicate contacts during scheduling, which needs immediate attention to preserve CRM integrity. The team outlined a controlled rollout starting next week, emphasizing real-time monitoring and immediate updates based on live call data. Additionally, they are refining the AI’s call script for clarity, ensuring accurate client communication, and standardizing the company name for brand consistency. Continuous improvement and live monitoring will help enhance the user experience and maintain service quality.

Key Points

🚀 AI Agent Deployment: The AI agent is 98% ready; issues with meeting scheduling and metadata are being fixed for launch next week. 🐞 Contact Duplication Bug: Duplicate contacts are being created due to missing account linkage; immediate fixes are prioritized to maintain CRM integrity. ⏰ Scheduling Errors: Meeting times are confusing; time zone conversions are necessary to ensure accurate client scheduling. 📝 Script Refinements: Call script updates will clarify language regarding ‘online meetings’ and standardize company name for better client recognition. 🔍 Monitoring Strategy: Live call monitoring will identify issues and enhance AI behavior, ensuring quality interactions and prompt corrections. 🎯 Long-Term Goals: The aim is to leverage AI efficiency while maintaining high service standards and clear client communication to strengthen brand identity.

Overview

  • AI Agent Deployment: The AI agent is 98% ready; issues with meeting scheduling and metadata are being fixed for launch next week.
  • Contact Duplication Bug: Duplicate contacts are being created due to missing account linkage; immediate fixes are prioritized to maintain CRM integrity.
  • Scheduling Errors: Meeting times are confusing; time zone conversions are necessary to ensure accurate client scheduling.
  • Script Refinements: Call script updates will clarify language regarding “online meetings” and standardize company name for better client recognition.
  • Monitoring Strategy: Live call monitoring will identify issues and enhance AI behavior, ensuring quality interactions and prompt corrections.
  • Long-Term Goals: The aim is to leverage AI efficiency while maintaining high service standards and clear client communication to strengthen brand identity.

Action Items

Michael Gur Troubleshoot and fix bug causing duplicate contact creation and lack of account linking for new meetings in Zoho CRM (18:21) Investigate and correct issue causing meeting venue field to default incorrectly to client location instead of ‘online’ in API-created meetings (59:00) Ensure calendar invites are sent correctly by verifying participant inclusion; test invite receipt with updated contact email (01:05:31) Deploy updated agent backend version with fixes and report progress to team (01:04:44) Confirm last name confirmation and spelling verification are implemented in agent call scripts (51:37)

Roy Lahav Continue producing and sharing updated call recordings demonstrating agent improvements for team review (29:00) Assist Michael with technical discussions on backend fixes and post-deployment testing (01:04:47)

Daniella Block Coordinate meeting scheduling for follow-ups as needed to finalize tech fixes and agent readiness (01:04:26) Update call script copy to reflect agreed language changes: ‘meeting’ to ‘video call,’ full corporate name usage, and clarification of meeting format (53:25) Communicate with all parties about updates, send recordings, and confirm readiness for controlled go-live next week (01:07:41)

Vance M Support testing by sharing screens during live test calls and Zoho CRM interactions (04:09) Verify meeting invite reception and field default behaviors in Zoho during testing phases (01:05:28) Adjust test contact emails per Michael’s request to assist invite testing (01:06:10)

Nancy Johnson Monitor calendar invite receipt and meeting association issues from CRM emails (01:04:47) Provide feedback on scheduling and invite email receipt during tests (24:26)

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