Daniella's Customer Brain

Dark Horse <> OneAI: Tech and Script Optimization

3 min read

Dark Horse <> OneAI: Tech and Script Optimization

Date: 2026-02-11 | Duration: 34.380001068115234 min | Account: dark-horse

External attendees: justin@darkhorse.cpa

Summary

The team discussed the performance of the AI assistant in managing complex client calls, highlighting a 60-70% reduction in filler words compared to previous versions, which enhances call naturalness. During the meeting, they identified areas for improvement, such as refining call flow around meeting confirmations to avoid confusion about call endings. A controlled rollout is scheduled to begin Monday, targeting 10-20 live calls to validate the agent’s performance and gather feedback before full deployment on Wednesday. The HubSpot workflows for call management were reviewed, emphasizing the importance of filters to exclude current clients. Additionally, the team established controls for pausing calls and logging outcomes to ensure quality assurance. Next steps include sending updated recordings for review and monitoring live interactions for further optimizations.

Key Points

🔍 AI Assistant Testing: Significant 60-70% reduction in filler words observed, aiming for smoother client interactions. 🔄 Call Flow Refinement: Need to clarify meeting confirmation process to avoid premature call endings; limiting confirmation points is advised. 🚀 Controlled Rollout Plan: Begins Monday with 10-20 calls; feedback will shape final adjustments for a Wednesday full deployment. 📞 HubSpot Workflows: Two workflows efficiently manage call triggers and filters; essential to exclude current clients from calling. 🛠️ Technical Monitoring: Easy controls for pausing calls in place; detailed logging supports quality assurance and quick issue resolution. 📅 Next Steps: Daniella to send call recordings for review, while ongoing optimization will depend on real-time feedback during rollout.

Overview

  • AI Assistant Testing: Significant 60-70% reduction in filler words observed, aiming for smoother client interactions.

  • Call Flow Refinement: Need to clarify meeting confirmation process to avoid premature call endings; limiting confirmation points is advised.

  • Controlled Rollout Plan: Begins Monday with 10-20 calls; feedback will shape final adjustments for a Wednesday full deployment.

  • HubSpot Workflows: Two workflows efficiently manage call triggers and filters; essential to exclude current clients from calling.

  • Technical Monitoring: Easy controls for pausing calls in place; detailed logging supports quality assurance and quick issue resolution.

  • Next Steps: Daniella to send call recordings for review, while ongoing optimization will depend on real-time feedback during rollout.

Action Items

Justin Kurn Review and provide feedback on emailed recordings for further optimizations (01:08) Confirm lifecycle stages to whitelist or blacklist for call workflows to prevent inappropriate contact (27:38) Confirm form list used for triggering workflows in HubSpot to ensure correct filtering (23:16) Communicate if and when to pause or resume agent calls during the controlled rollout (30:37)

Daniella Block Email Justin the recordings previously shared on Slack to his email (01:05) Incorporate Justin’s feedback on reducing the redundant affirmations and meeting confirmation repetitions into agent optimization requests (12:23) Continue working with technical team to reduce filler affirmations in agent conversations (09:46) Send all relevant recordings to Justin for review and feedback (29:56) Provide Justin with updates on deployment timelines for filler word reductions and script improvements (09:46) Assist in setup and coordination for controlled rollout starting Monday, ensuring communication channels and safety controls are understood (32:42)

Michael Gur Finalize and demonstrate HubSpot workflows with scheduler and validator agents for managing call sequences (15:06) Implement filters in workflows to exclude current customers or inappropriate contacts based on lifecycle stages and completed forms (20:56) Add logic to use “state, region” fields from forms to assign correct time zone for calling (28:29) Adjust workflows to ensure calls only occur for contacts who used scheduler links after form submission (24:17) Discard contacts outside approved forms or lifecycle stages from automated calls (23:54)

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