Daniella's Customer Brain

UBS <> OneAI: Pre Go Live Touch Base

3 min read

UBS <> OneAI: Pre Go Live Touch Base

Date: 2026-02-11 | Duration: 41.119998931884766 min | Account: ubs-mailing

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

Summary

The team finalized key updates to the AI call scripts to improve natural flow and enhance user engagement, including a more conversational introduction and a concise response for lease inquiries. A phased rollout plan was agreed upon, starting with 10 to 20 calls to gather feedback and optimize scripts. Technical issues in meeting scheduling were identified, prompting immediate actions to ensure reliable confirmations. Additionally, a potential fraudulent deposit was discussed, leading to commitments for verification to maintain client trust. The meeting concluded with promises of backend updates and ongoing communication to ensure readiness for the rollout, despite minor remaining issues.

Key Points

📝 Script Updates: Finalized changes for a smoother introduction, improving natural flow and user engagement rates. 🤖 AI Response Enhancement: Added concise reply for lease inquiries, aiding objection handling and reducing call drop-offs. 🚀 Phased Rollout Plan: Initial tests of 10 to 20 calls agreed upon to gather feedback and refine scripts. ⚙️ Meeting Scheduling Issues: System glitches identified in email invites; urgency to resolve for better reliability in meeting confirmations. 🔍 Fraud Verification: A $3,000 deposit anomaly explored; confirmation of payment legitimacy to safeguard client trust emphasized. 🔧 Next Steps: Commitment for backend fixes and ongoing updates as team approaches rollout readiness amidst minor issues.

Overview

  • Script Updates: Finalized changes for a smoother introduction, improving natural flow and user engagement rates.
  • AI Response Enhancement: Added concise reply for lease inquiries, aiding objection handling and reducing call drop-offs.
  • Phased Rollout Plan: Initial tests of 10 to 20 calls agreed upon to gather feedback and refine scripts.
  • Meeting Scheduling Issues: System glitches identified in email invites; urgency to resolve for better reliability in meeting confirmations.
  • Fraud Verification: A $3,000 deposit anomaly explored; confirmation of payment legitimacy to safeguard client trust emphasized.
  • Next Steps: Commitment for backend fixes and ongoing updates as team approaches rollout readiness amidst minor issues.

Action Items

Nancy Johnson Share screen to verify meeting details in Zoho during end-to-end test (28:36)

Daniella Block Implement script changes to replace ‘I am from Universal’ with ‘Hi, it’s Jamie from Universal’ and add concise AI objection response regarding lease expiration knowledge (06:39) Complete updates to AI script and send updated recording post-meeting; monitor and optimize after rollout (24:04) Follow up with accounting and client to clarify and confirm deposit payment status to prevent fraud concerns (35:46)

Michael Gur Conduct test AI calls booking discovery video appointments and monitor Zoho calendar invite syncing and notification issues (26:10)

Vance M Assist in troubleshooting calendar invite email not sent issue and verify correct workflows between booking and email notifications (38:43)

All Await final confirmation from client on script approval and readiness for controlled rollout and adjustment process (24:57)

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