05 08 Dapper Dan Kenny Transcript

Guilherme Giacchetto: Okay, Samuel. Simon Hauck: Hello. Hello. Uh, what's this meeting? Oh, hello. Never mind. Guilherme Giacchetto: Hello Tanny. Simon Hauck: Hello. Kenny Zamora: I'm well. Guilherme Giacchetto: How are you? Kenny Zamora: How are you guys? Guilherme Giacchetto: Good. Simon Hauck: All Ben Boudreau: Hey there. How's it going? Kenny Zamora: Wow. Simon Hauck: right. Kenny Zamora: I know Dan is like kind of tied up. He's trying to get the show and tell presentation ready to go, but if Oh, perfect. Ben Boudreau: here. Speak of the Kenny Zamora: There he Ben Boudreau: devil. Dan Carreiro: I didn't realize it was a camera on a meeting. Kenny Zamora: is. Dan Carreiro: Okay. Oh, how you guys doing? Guilherme Giacchetto: Hey, good. How are Dan Carreiro: Not bad. Not bad. Okay. Guilherme Giacchetto: you? Dan Carreiro: So, let me just bring up Zenesk. So, I don't have it up right now. Um, Guilherme Giacchetto: Thank you. Dan Carreiro: yeah, of course. Guilherme Giacchetto: Yeah. Dan Carreiro: So, I think to start off, uh, let you guys kind of know my vision.

00:01:35

Dan Carreiro: I think Mark may have already given you uh the heads up on it, but essentially right now CS there really isn't much of a CS team. Uh so I'm trying to figure out how we can best manage what is there. Finn isn't exactly helping. So Finn is basically an entire tool by itself to manage and we just don't have the staff to manage it. So um trying to build a little loop within uh claude whatever you want to call it um to go ahead and learn from how we would actually respond to tickets to where it can then be self-sufficient. It will be a process just again we don't have uh the best staffing for building this out just because it would take time. Um so we're going to be be trying to go over the weekends to focus on it a little bit more to get up and running as soon as possible. Um, but let me show you guys kind of what it does. I'll just share my entire screen. Don't judge me for the tabs.

00:02:33

Dan Carreiro: It's not that bad today though, but I'll Guilherme Giacchetto: It's better than mine. Simon Hauck: Yeah, we have a thing for Dan Carreiro: take I haven't used it. Simon Hauck: that. Dan Carreiro: I know I'm I'm terrible, but uh let me go. Simon Hauck: It's okay. Dan Carreiro: Actually, let me not use a flow ticket because we don't have anything really flow. Yeah, I'll use this Disney ticket. So, all we got to do is copy the ticket number from Zenesk, go into this tool here, the Z uh CS-ZD.personal.app, copy and paste the link, hit generate, and then it goes through, it's reading through all the BQ queries that are built into it. Uh trying to see what information it can actually pull to verify the collector. Uh typically, the email is all it really needs. Uh it's going to draft up a response. We have noticed that of course the responses aren't great because it's not fully trained up yet. Um but I do have the feedback dashboard which I will then once we get enough tickets in take over to Claude say hey here's the feedback on the Zindesk loop.

00:03:39

Dan Carreiro: Uh let's go ahead and work on it. So after it does its thing it goes through it says hey it passed. Here's the suggested edit right away. Uh, it's a lot of text, so really I've kind of instructed Kenny and Mark, um, you know, glance over the stuff, make sure it, you know, if it's accurate, that's really cool. Um, but make sure we're still verifying all the account information we can that we need to, uh, go through the ticket history. So, you can go back to the Zindes ticket yourself and look it over there, or you can go through here. It's all going to be right there for everyone. Uh here's the suggested copy which you can then either use exactly as is which we haven't had the ability to yet because again it's not fully built. Um so we would then edit this right here to whatever we use whatever we want to have out there. Uh go through the four verifier gate. So this is how it's kind of judging hey is this a good response for the situation.

00:04:33

Dan Carreiro: So accuracy tone completeness and risk. uh risk being like any kind of fraudulent behavior, any kind of need to elevate to legal uh compliance, anything like that. So um yeah, from there we have the actions. So you either sent it as is uh applied the suggested edit which is the yellow text here uh and sent edited it myself and sent or rejected the draft and handled manually. um if we have to escalate to any kind of departments. So the other vision I have is that eventually when claude is doing this it will eventually go ahead and actually escalate in Slack to the proper channels it needs to based on how we've handled the tickets already. Um and then from there hopefully interact with the people responding. So uh it can go back to the ticket. That's pipe dream stuff. That's that's definitely further on down the line. Um, and then of course, what what about this could we tune? Um, what was off about the draft? You know, pick anything that applies.

00:05:31

Dan Carreiro: And then exactly what happened to make it sendable um after the fact. So, what did we actually change? Was there anything really specific that was super wrong? Not the actual text here, but how it handled the research and everything that I put together, compiled everything. Um, and then to show you the feedback dashboard, we have like uh four tickets I think right now as is. So, like I said, we haven't really gotten too far along the uh the line here, but eventually. So, total runs four sent as is zero. Uh 75% rejected. And then average time to action doesn't really matter, but uh yeah. And then I'll port, like I said, port this over to Claude, say, "Hey, this is what's working. This is what's not working. let's make those tweaks and then we'll continue to process more feedback and get it going and like I said eventually um build it into a CS uh Zenesk app to where you can have it all within there and then eventually have it do the responding as well.

00:06:30

Dan Carreiro: So that's the vision. Guilherme Giacchetto: That's very cool. Very cool. Yeah. You guys haven't done a lot of things already. Dan Carreiro: Yes, sir. Ben Boudreau: Great question. Can you tell me more about Finn? Guilherme Giacchetto: Uh Ben Boudreau: Like what was the main You start off by saying that it was kind of a whole job to maintain. What about it is so troublesome? Dan Carreiro: Yes. So with Bin um it wasn't something that first off I like any of us really built out. Britney was the one that built everything out. Uh she's no longer um with Dapper of course. So it makes it a little bit more tricky. We have all working knowledge of it but we haven't really um done the best job upkeeping. So with thin it is AI it does respond it does do its job but you have to keep up with all the documentation. So if something is out of date which on the top shot day and at like NFL day and all that stuff everything moves very very fast.

00:07:25

Dan Carreiro: The information changes daily almost. So for us to maintain everything in the in the documentation is not it's not feasible for the team that we have set up especially with the tasks that we're also handling on the side. uh thes has been more of like a a dwindling um urgency right now. So still have eyes on it but just not 100% viz on it if that makes sense. So um we have the training so we have all the content here. Ben Boudreau: Somewhere Dan Carreiro: Um I don't know if there's anything a related u but we do have peak money we have NFL day. Uh these are linked into our zenesk help centers. uh they're linked into um any kind of snippets that we have. So snippets can be just like oneoff documentations that you put together on the fly. Um but again, if you want to just take a look and let me see how to get back to the numbers. So automate automation rate we have 33.7. The CX score is kind of what's really jarring.

00:08:28

Dan Carreiro: So 37.2%. Because of course it's not a perfect system. It doesn't really learn from the conversations it's having. It learns from the data you have in the back end. So if the data on the back end is wrong or it's easily confused, which is how often it comes up, then people just kind of get upset with the response. So it can't look at customer data and all that kind of stuff. So it's it's really just not a great tool. Ben Boudreau: Right. Okay. Um crap. What was I going to ask you? Um yeah, for the documents, do you have to like manually upload them like click and drag kind of thing or does it look like they do the documents evolve and have with it or do you have to upload them manually? Dan Carreiro: if they're within Zenesk's help center, they they do get uploaded automatically. So they it goes on a 1 hour refresh loop. You can come in here and just automatically refresh it yourself if you want to, but you don't have to port everything in yourself directly, which is good.

00:09:20

Dan Carreiro: If you're doing snippets, they are stuff that you would have to do manually. Ben Boudreau: That's good. Dan Carreiro: Um, Ben Boudreau: Ask him. Dan Carreiro: so like for example, this this top shot playoff. Uh, Kenny put this in 18 days ago, but you know, it handles a majority of it, but then if anything in here is touching base to anything else that's very similar, Finn will confuse it and then tie things together that don't need to be tied together. Uh, it's essentially really bad with withdrawal stuff because we have to be super vague with withdrawals. So um yeah it would need more backend information which we can't provide to Finn. So uh that's why the Zenesk loop right now with cloud that I'm trying to build out will be more effective because it will have back uh backend data. It'll have BigQuery data. Um so it can look at collectors collections. It can look at when they received items. It can look at when uh they sold, traded, burnt, all that stuff. So everything is is there um from an a standpoint.

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Dan Carreiro: I'm not sure exactly how you guys um edge case would look or use case would look for this, but yeah, I mean I know you guys said you were working on something too. So I would love to to see what you guys are working Guilherme Giacchetto: Of Dan Carreiro: on. Ben Boudreau: Yeah, I think that's a good segue Guilherme Giacchetto: course. Uh, I can show you before you have any questions. I want to go. Simon Hauck: Um, no. It seems like covering a lot of the stuff that we've kind of seen before, but um, just more of the technical. So, Guilherme Giacchetto: Yeah, just the the the new tool you guys show. Simon Hauck: I'm good. Guilherme Giacchetto: It's pretty cool. Uh uh we can see you guys have working have been working on that for a while already. Um I think I just have one question before uh showing the the thingy we have that is not far off from what you guys have as well I would say. Dan Carreiro: Yeah. Guilherme Giacchetto: Um but what what tools what tooling you guys using on this tool and what tools in general you guys using on the the

00:11:22

Dan Carreiro: Heat. Guilherme Giacchetto: CS Dan Carreiro: Yeah. So I mean right now we use Retool as our main um source of truth. So it houses all of the data for collectors in there which is a problem because obviously Retool is going to be uh sunset I think pretty soon I think by end of month. So uh that's going to be interesting. So we'll have to definitely use Claude more often uh or whatever tool that they're building out. I'm not sure exactly what that's going to look like. Uh but everything that we do lives within retool. Um so whether we're adjusting collectors uh 2FAS or um you know updating some top shot scores for collectors, it's it's all through retool. So um this this tool won't be able to do those things yet. I would have to play around with more things and kind of see what access it can do. I think we want to leave it as read only and then if it needs to do some edits, it would it would forward over to a human contact.

00:12:21

Dan Carreiro: Um because I I I personally just don't like AI making edits to collector's information. Uh that that part scares me a ton. So um I do want to have some guardrails in place for that security. Um so Guilherme Giacchetto: I see what it means. Dan Carreiro: yeah. Guilherme Giacchetto: So you guys probably need another tool to replace V2 in terms of editing uh maybe user Dan Carreiro: Yeah. Guilherme Giacchetto: information. Dan Carreiro: I I think I think Ralph is working on that side of things. So, um yeah, I think I know Ralph is working on those things. I just don't know what it's going to be replacing. So, Ben Boudreau: just because it's relevant. I've I've touched this tool already, Dan Carreiro: yeah. Ben Boudreau: but it looks like this. It's This is the placement. This is local, so it doesn't actually have any on here, but from what I've seen, Dan Carreiro: Cool. Ben Boudreau: he's like making a ton of these little dashboards. I won for peace money that I won't make it.

00:13:14

Dan Carreiro: very Ben Boudreau: That's an hour. Dan Carreiro: cool. Ben Boudreau: Um, but yeah, from I see there's like a ton of these little dashboards that he's basically live coding the front ends, Dan Carreiro: Okay. Ben Boudreau: but apparently you'll have a lot of functionality in here by the time it's ready to Dan Carreiro: Very cool. Very cool. Ben Boudreau: go. Dan Carreiro: Okay. Yeah. So, I mean, it's going to be just a retool clone, but just all vibe coded then. Yeah. Ben Boudreau: Pretty I mean at least the front end. Yeah. Dan Carreiro: Hell yeah. Ben Boudreau: So yeah. Dan Carreiro: Hell yeah. Let's not pay retool and let's just make our own. Ben Boudreau: Yeah, Kenny Zamora: I was worried at first, too. Ben Boudreau: that's my my initial thought when like AI came out. Kenny Zamora: I was worried about Dan Carreiro: Crazy. Ben Boudreau: I was like retool is dead. Like that's going to be tough. Dan Carreiro: Yeah. I mean, a lot of it is going away, too. Like, it's tough for these companies to keep up with how fast AI has just been evolving.

00:13:59

Dan Carreiro: It's it's really scary to see because entire entire foundations of companies are just crumbling and it's Yeah, it's Ben Boudreau: Exactly. Guilherme Giacchetto: Yep. Dan Carreiro: crazy. Simon Hauck: Um, so you mentioned that the snippets are so you have like a general source of truth and then you're adding these snippets on top just to go back and but they're conflicting with one another in some Dan Carreiro: They c Yeah, Simon Hauck: ways. Dan Carreiro: they can. And so if if the information is is similar, uh I don't have exact examples off the top of my head, so I apologize for that. But uh yeah, Simon Hauck: Okay. Dan Carreiro: so the snippets are built to handle on the fly type tickets that we're getting in. So if we see a trend coming through, we'll add a snippet. So rather than building out a full help center, uh because it may not need a full help center, it may just need that snippet like a quick hit like, "Hey, by the way, we're in maintenance. You won't be able to open your patch right now." So we're not going to build a help center for it.

00:14:52

Dan Carreiro: We we build the snippet for it. So, um, you know, if it's something that can live in a help center, we would build the help center. But if it's a snippet quality, then it's a snippet. The only thing is you have to go back and if it's not relevant anymore, just turn the snippet off and or delete it in in total. And yeah, that's that's the part we have we have trouble. Simon Hauck: That's an upkeep. Dan Carreiro: Yeah. Simon Hauck: Okay. And then so then the AI is having difficulty with discernment about which context Dan Carreiro: Yeah. Simon Hauck: is the appropriate one. Okay. Dan Carreiro: Right. Simon Hauck: Yeah, that's an ongoing I don't know what what the solve is going to be for that eventually, but it's a big one. Dan Carreiro: Yeah. So, like I said, with this with this tool here, it's going to be able to just go ahead and read the back end and and not have to worry about anything else. Simon Hauck: Okay. Dan Carreiro: So, it should hopefully be able to understand collectors.

00:15:37

Dan Carreiro: Problem is some collectors just they don't explain things in the best way. So, you know, Simon Hauck: Okay. Dan Carreiro: yeah. Simon Hauck: I think I have an idea for that. But anyways, G, do you want to show your stuff. Guilherme Giacchetto: not yet. I want to ask another question. Simon Hauck: Okay. Dan Carreiro: for sure. For Simon Hauck: Sorry. Guilherme Giacchetto: Sorry. Uh just to see if you have it in general. Dan Carreiro: sure Guilherme Giacchetto: Uh any thoughts on like ZI like issues you guys had in the past or have been having? Um anything that comes to mind? Dan Carreiro: in terms of like using AI tools within Zenesk or just how do you mean Guilherme Giacchetto: Yeah. Yeah. Everything like in Dan Carreiro: Yeah. Uh, Guilherme Giacchetto: general. Dan Carreiro: we haven't done much within the Zenesk suite of AI tools. Uh, I know Britney before she left, she built out um a tool that she uploaded into Zenesk using Claude, which was kind of like the inspiration to what this has turned out to be.

00:16:34

Dan Carreiro: So, um, yeah, I don't have an exact answer for the AI portion within Zenesk, but it has been, I guess, easy enough to, uh, to integrate some AI tools from the outside in outside of the suites that they have. Guilherme Giacchetto: Okay. Yeah, cool. That makes sense. And have you do you guys have had any issues with the those two as well? Like or do you think they works work well for what they do? Dan Carreiro: Yeah, they work well for what it does. Um, the main one that I can think of right now is just like an auto ticket tag triage uh tool. So, when it comes through, it's not fully automatic. It's still going to be manual push, but it then does everything on the back end. So, basically just like a a macro switch basically. So, you push whatever it is and then it adds the tags. Guilherme Giacchetto: Okay, Dan Carreiro: it it formats it to what it needs to be and it gets put into the red buckets.

00:17:32

Dan Carreiro: So yeah, for what it is, it Guilherme Giacchetto: that makes sense. Dan Carreiro: works Guilherme Giacchetto: Uh, just one more question I guess is do you guys have any plans on also like sunset zes? I I know it's probably a little bit more complicated. Dan Carreiro: as of right now. I would say we probably don't, but if the company is looking for that, we can definitely go ahead and think of some solutions. Um, the reason why I say probably not, we just have a ton of ticket history with collectors, I would hate to see all of that go. So, without us being able to port all of that out and then reformat it into whatever tool we're building. I would say it's it's a a bad move just because there there's just a ton of ticket history we have with collectors. We can see the whole stories that they've they've built throughout their time here. Uh, including compensation. we can see if they're just compensation hungry. We can see how they they act and perform.

00:18:24

Dan Carreiro: Um that stuff wouldn't be able to be found through BigQuery. Um so I would say that's tough. I'm not opposed to it. So, if we can kind of brainstorm some ideas out of Zenesk, not opposed because I think Zenesk is also pretty expensive, right? So, um yeah, Simon Hauck: All those tickets are locked in there. You can't export them Dan Carreiro: I haven't attempted to, but if we can, Simon Hauck: whatsoever. Dan Carreiro: I know I've I've done exports, but it doesn't give you the actual um ticket history. It'll give you like subject line, email, uh when they emailed, when they got closed, all that kind of stuff, but it won't give you the actual uh threaded context. Simon Hauck: Okay. Dan Carreiro: I can definitely I can try and see if I can find that. If so, then yeah. Simon Hauck: Wonder if that's something you can throw agents on. Dan Carreiro: Um true, Simon Hauck: Go Dan Carreiro: I do have Zenesk access uh API key, Simon Hauck: scrub. Dan Carreiro: so I can attempt. I don't know how much it'll cost, but there Yeah,

00:19:27

Simon Hauck: Maybe that's another day. Dan Carreiro: I think right now we are over 500,000 tickets. So, it would be uh Yeah, Guilherme Giacchetto: Oh, Dan Carreiro: it would be a a lot of compute power there. So, I don't know where we'd store all of it, too. Guilherme Giacchetto: that's okay. Dan Carreiro: So, Guilherme Giacchetto: That's cool. Uh I can share my screen now if you guys don't have any questions. Yeah, basically we are in I would say we are very close to what you guys have as well. Um however it's like a different context, different product as well. We are using this one for Toby. Uh it is connecting to our fresh desk. Yeah, we don't use the desk. I don't know why. Um but basically the age is the same but here we are reading all the tickets from Zindesk and uh when something comes in um the the first drive is AI generated. So we have an AI agent here we are using cloud but we are using cloud API and our own like thinking process.

00:20:39

Guilherme Giacchetto: So you can see the entire process thinking process here as well. Um it takes a while to to process everything but uh sorry we we are not using log we are using open AI API sorry yeah Dan Carreiro: Yeah. Guilherme Giacchetto: that's the other thing as well because I I from our testing we at Dan Carreiro: Heat. Guilherme Giacchetto: least before you know it's been a while we have been running this openi work is a little bit better for u text messaging in general I'm not sure right now because all those changes, right? Dan Carreiro: Yeah. Guilherme Giacchetto: Um but basically it generates the first draft and then we have it show this way here and we can like edit it the message right here and then uh we can close it or send a resolve it etc. We can regenerate the message. Um here below we have this chatting. this chat we can ask we can just ask it like for tweak this message make change to the message give you more context etc and then AI is going to like generate the the

00:21:43

Dan Carreiro: Nice. Guilherme Giacchetto: next version of the the messaging um we have some quick actions is more like for our product specific actions so this one is just going to open the ticket on fresh desk for us for easy access this one is going to open their uh stripe account basically So you can see if they are subscriber, how much they're paying, do some actions there on Stripe as well. We have other quick actions to related student discount is when we have a two year free uh plan for students. So we can give them discount right here if they are students. We do some verification as well. we have this um like templates for when we have some I I I don't know if you use the those template that much but for some things that happening is a lot uh on the on this right side here uh we also have something similar so uh we load this information from the database and then we we there's a another small thinking process for the churning history here that is also calculated But then we know like for this user they they have two or they are on the basic plan so they are not paying.

00:23:05

Guilherme Giacchetto: Uh and here we just have a little bit more context on what the AI agent did as well. So it look into other similar tickets. We only show the first five. Sometimes it's more sometimes it's not exactly less. U it al shows like the relevant documentation in here. Um the AK also has access to our like data in our database about the users etc. So you can grab more context about them as well and it does uh include that information in the answers as well when it's uh necessary. uh on this tab we basically give it access uh to the human agent here to also ask a question about the user and that's going to try to it's going to basically access uh our database to find more information about the the user about the ticket here I'll give you all this context the history is just the number of times we interact with the this user here uh grouped by like uh user message and then we respond to this message. If the user uh responds again, that's a another interaction on this view here.

00:24:23

Guilherme Giacchetto: Um we have been using this uh like for a while now. Uh we have been collecting a lot of information and the AI agent that we have here is on this other page. Uh just like a overview on how what this is doing, how it works. But uh here we have like all the resource we have uh inputed that is basically our help center our dogs etc. Uh and then he has all these other things skills and correction. So the this agency is going to learning by like responding the tickets the especially when the Simons usually Simons is using Git most of the time. So when or the agent makes some changes we keep all that uh history of changes etc. So the agent is going to iterate on those tickets on those changes and try to improve itself. So by doing that it creates like what what do you call skills here and corrections. So it creates automatic by the agent. Uh we also have this is like this is just to see um deeper on what what's going on if this AI engine here uh the way it works is also a little bit different uh the

00:25:42

Dan Carreiro: Mhm. Guilherme Giacchetto: way it's u the logic is done in here uh we have a what do you call open memory it's the AI memories on how we handle all those document in the memory Sorry, it's a little bit different. Uh we have this cheat sheet that is basically the snippets you have on F AI. You can insert this stud information yourself. Uh I I think that's pretty much it what you have. Uh it's kind of similar to what you guys have. Uh we are pulling we are using the fresh test API here. So we are pulling all the tickets real time from the API. uh and we just display in here etc. Yeah, I think that's mostly Dan Carreiro: No, very cool. Guilherme Giacchetto: it. Dan Carreiro: I I like the the setup a lot. It's very clean. Um, how do you guys sort different categories? So, like for example, we have VIPs, NBA, NFL, Disney. So, we would go ahead and have different sorting categories for the open Q or new queue, anything like that.

00:27:03

Dan Carreiro: Uh, how does that look? Is there anything like that on here or No, cuz for you it's just the one the one style of ticket, right? Guilherme Giacchetto: Yeah, Dan Carreiro: Yeah. Guilherme Giacchetto: we we don't have that uh don't that differentiate shown in here for the for our users. Yeah. Dan Carreiro: Yeah. Okay. Okay. Ben Boudreau: You guys do that via Zenesk like folders and Dan Carreiro: Yeah. Ben Boudreau: stuff, right? Dan Carreiro: Yep. So, we can we can do that currently. Um it's a little bit more broad now just because again we don't have uh a really large enough team support having each different columns or categories but uh we definitely break it up by at least VIPs for sure. Like VIPs need their own their own queue. Um so we want to make sure that we give them uh quick services and make that a benefit for them. So, um, but in the past, we did have specific agents leads on different different styles tickets. They'd be upskilled into either Disney, um, NBA, NFL, La Liga, UFC, uh, CryptoKitties, Flow, Ethereum.

00:28:10

Dan Carreiro: Um, but now we are the one-stop shop and we're a small mighty team and we're trying to we're trying to make sure we get lean. So, um, Ben Boudreau: I see. So, Dan Carreiro: yeah. Ben Boudreau: but remind me your current strategy is you all right. So, you're going on Zenesk, you're copying the ticket, pasting it in the agent as an in like an attempt to like get the agent to be able to respond. Well, Dan Carreiro: Exactly. Ben Boudreau: right. Dan Carreiro: Yeah. So, Ben Boudreau: That's your concept. Dan Carreiro: right now we're still still very very very early in proof of concept type stuff. Um, making sure it all works and making sure I can explain it to essentially Roam and just say like, "Hey, this is where we want to go ahead and go and you know, just need just need to clean the the clear call. So, approve, don't don't approve, you know, that kind of stuff and get it going. But, yeah, it's been it's been challenging just just timewise, it's not a friendly friendly thing for us.

00:29:06

Dan Carreiro: So, yeah. Guilherme Giacchetto: Makes Dan Carreiro: Yeah. Guilherme Giacchetto: sense. Dan Carreiro: Um, but yeah, Ben Boudreau: I Dan Carreiro: I'll definitely find out if I can, sorry, I'll find out if I can export the tickets and get full context. Ben Boudreau: mean, Dan Carreiro: um see how that looks and let you guys know. But yeah, sorry Ben Boudreau: well, I was going to say like ideally like we're doing this for ourselves, Dan Carreiro: man. Ben Boudreau: but I know a sponsor products like roughly entitle probably get this out into the world. Um, awesome. And if you were talking with Peak Money, I'm talking with you guys. Um, like if this is of interest to you, this is basically like a an internal tool for you to take. So, if this could be useful to you as opposed to what you already have or junction with, we'd love to, you know, add modifications or whatever it takes to get into your hands. Dan Carreiro: Yeah. Ben Boudreau: So, I don't I don't know if that expedites the process for that for both of us.

00:30:14

Ben Boudreau: Um, Dan Carreiro: For sure. Yeah, I I think it would be a really cool thing to be all into one platform, especially um if it's an internal situation. Ben Boudreau: It feels good. Dan Carreiro: I mean, uh right now we're limited with Zenesk for like members of seats and and permissions and all that kind of stuff. So, um, it'll be nice to be all in the same network and just have it as a one-stop shop and be able to learn from each other's best practices, uh, evolve and just kind of move forward. Um, yeah, that'll be really cool. Ben Boudreau: Thank you. Dan Carreiro: And, Ben Boudreau: Yeah, Dan Carreiro: yeah, Ben Boudreau: personally I think like the probably the best first step is if we could just because like ours is built on top of we weren't ready to pull that plug just yet because I assume you guys are kind of the same situation. It seems like kind of the b first thing to do is like you're doing right now is like can we get the agent to like perform well, you know?

00:31:07

Ben Boudreau: Um kind of wondering. Dan Carreiro: Yeah. Ben Boudreau: So you you only answered four tickets. I would have saw like your Dan Carreiro: Yeah. Yeah. I just went live with it uh this week, so um it hasn't had much much run time yet, Ben Boudreau: fresh. Dan Carreiro: especially because it just takes a long time for it to go through everything right now. Um until we speed it up. It's It's really tough for us to commit to using it fully when there's just a lot of stuff going on. So, definitely more of a weekend type project to get it built up. Ben Boudreau: Gotcha. Gotcha. Yeah. Is there because like what I'm thinking is like if we could tap into your docs, Dan Carreiro: Yeah. Ben Boudreau: we could set the agent up and then in conjunction you could have your bot our bot just as test like is this going to is this agent is our agent going to send the right response? Is it is our memory system going to learn faster than what you have set up?

00:31:57

Ben Boudreau: You know what I mean? Um I I don't know the technicality of like getting access to those to Zenesk basically and like all the docs there in Dan Carreiro: Yeah, that would be through it for sure. Um because they would have to get a seat for you and all that kind of stuff. Um, but once you guys get that, definitely happy to walk through and and kind of guide you through how to get certain things. Um, whether it's help center documents or anything like that. Uh, Finn, like I said, Finn uses mainly the same stuff within Zenesk, the help centers. Uh, the only thing that's different is the snippets, which aren't essentially needed. Most of them are phased out anyway. So, um, most of them that are supposed to be living on forever just probably get their own help center. I'd have to go through and just see which ones are still relevant or not. But yeah, I was trying to get Finn out of here soon. I know our contract I think has to be renewed.

00:32:55

Dan Carreiro: I was talking to Josh and then uh he's like, "Yeah, they need a month's head up heads up." And then he's like, "It's probably going to be for the full year." I'm like, "Ah, damn. I definitely can't get this up and running by then." So, because he needed to know, I think like Friday last week or something like that. I think the fifth May. I don't know something. Ben Boudreau: Yeah, I see. Dan Carreiro: Yeah. So, I think we're locked in for another year, Ben Boudreau: All right, I see you're you're locked in the F. Dan Carreiro: but I I think I think so based on my last combo with Josh, Ben Boudreau: Okay, I see. Dan Carreiro: but maybe we can play pay like a early term fee. Maybe. I don't know. The good thing is at least Finn only charges mainly for uh tickets handled. That's when it gets pretty pricey. But if it's not handling any tickets, if we just don't use it, then you know, we just pay we just pay the one sub cost.

00:33:44

Ben Boudreau: big Dan Carreiro: So yeah. Ben Boudreau: brain. Dan Carreiro: Yeah. Ben Boudreau: Um, okay, cool. So, I mean I I don't want to like overstep here, but like if you guys are interested like we'd love to move on with this, but Dan Carreiro: Yeah. Like I said, if we can get the tickets out of Zenesk, Ben Boudreau: okay. Dan Carreiro: I think that's I'm fine with whatever we want to do. It looked clean. It looked fast. looked responsive. Um, I think with Zenesk because it's such a an old stable platform, it's just it feels like an old stable platform and very clunky. um doesn't look the best, you Guilherme Giacchetto: Yeah. Kenny Zamora: You can't build on it like at least not in the way that we need to. Dan Carreiro: know. Kenny Zamora: Like I think the thing that's really exciting about what you guys built is that we could probably tailor make it to Guilherme Giacchetto: Interesting. Kenny Zamora: handle how we do day-to-day versus how Zenesk thinks that we do dayto-day. So, like for instance, a lot of my work is just like manually putting into a Google sheet, oh, I'm requesting an NBA Top Shop pack for this person.

00:34:51

Kenny Zamora: If I could just do that in a button, put a few text prompts in and get that done, like that already solves like, you know, more than half the work. Um, Ben Boudreau: Yeah. Kenny Zamora: that sidebar, if I could put up someone's persona KYC information and I can have that readily available versus like opening a new tab and like working off of like all three monitors that I have up right now. If I could just onestop shop that through your guys' app, that's already a huge win for us, right? So, I think what you guys have is actually really exciting. I can't wait to navigate away from Zenesk, if I'm being honest. Um, it would be more so about like I think what would be even more exciting is like working with you guys to see how we can really tailor it to the needs of Dapper because like what Dan said, we handle like 13 14 different products between Pinnacle, Topshot, the Dapper wallet itself. There's so many things and problems that we see are actually generally very nuanced.

00:35:47

Kenny Zamora: Um, a help center article doesn't really solve it because most of the tickets we get are like I didn't get a pack delivered like I bought something and it didn't come to my account or like um, you know, my withdrawals aren't being processed. And that's all stuff that requires a lot more TLC that the AI support is really just pissing people off at this point. But also like uh yeah, Finni is not going to be able to handle those kinds of things. It's going to require human intervention Guilherme Giacchetto: Yeah, that's very cool. Yeah, Kenny Zamora: regardless. Ben Boudreau: I agree with you, Guilherme Giacchetto: we we actually do we we actually kind of started at the same place like you press that Ben Boudreau: Bye. Guilherme Giacchetto: UI and like it's not a one one shot one step tool like we do have to open like a bunch of other things in order to respond to a ticket that was taking us a a lot of time to do all those things on the side. So all all those things make a lot of sense to us as well.

00:36:46

Guilherme Giacchetto: And we're also a small team. We don't have a CS person here which is which we're like spend a lot of time doing customer Dan Carreiro: Yeah, Guilherme Giacchetto: support. Dan Carreiro: it's it's the one system that's always needed. Um, every company needs a CS team at some level, some degree. So, yeah, Guilherme Giacchetto: There you Dan Carreiro: the unsung heroes. Guilherme Giacchetto: go. Okay, Ben Boudreau: Yeah, Guilherme Giacchetto: more questions. Ben Boudreau: I agree. Like I think it's it's crazy how bad they are. Like using fresh test just sucks in general. I can't even explain it. Dan Carreiro: Yeah. Ben Boudreau: I assume I assume the desk is the same. Dan Carreiro: Yeah. It's It's not great. It serves it purpose, but it definitely leaves a lot on the table. Kenny Zamora: Yeah. Dan Carreiro: So, yeah. Ben Boudreau: And like in the demo that G was showing like a like like Kenny you were saying like tailor it specific to D. We tailored it specific to Toby but we kind of want to build it in a way where it's like it's not tightly coupled.

00:37:56

Ben Boudreau: It's like okay you guys could pick it up and add those things that you want. So, it's it'd be really great to have someone else use it and tell us like, "Oh, we want this." You know, like consideration. Simon Hauck: I think these dashboards in the future need to have that customizable aspect to it where it's Ben Boudreau: Damian. Simon Hauck: like you need to have you need to have these buttons set up in a way where like I need these things that it's only important for this one product, you know. Yeah. Dan Carreiro: Right. Kenny Zamora: Exactly. Simon Hauck: So, it's exciting to be able to do that Ben Boudreau: Anyway, Simon Hauck: here. Ben Boudreau: um I you guys have your thing coming up, so we'll let you go here pretty soon. But the next steps, I guess, is we'll we'll talk with it on how we can get access and kind of set you guys up. said I want to pay me. Um, yeah. And I guess we'll go from there. So, we can see if we can just connect the systems first and foremost and then we can have you guys use it next time you use your B. See how it goes.

00:39:02

Ben Boudreau: You collect feedback and make changes. Dan Carreiro: for sure. Uh the one caveat I know off the rip that's going to be u a sensitive topic is it does route the IT tickets through Zenesk as well. Um so any kind of like it requests or anything like that go through there. So uh they have been protective over that. Um, so yeah, I think whenever you guys are pulling through the API, if there's a way to ignore uh the IT brand, that's probably going to be ideal and recommended and probably even better for you guys just to to say like we're going to go and just make sure we don't route those over. Ben Boudreau: Good job. Dan Carreiro: Oh yeah. No, I appreciate it, guys. Um, if anything else comes up in the meantime, Ben Boudreau: Yeah. Dan Carreiro: feel free to DM us. Um, you know, happy to meet up again next week or afterwards to show you guys endes and show you guys where to get the information unless you guys want to just go in and just get it.

00:40:07

Dan Carreiro: But yeah, look forward to working with you guys Ben Boudreau: Yeah, cool. Kenny Zamora: Also should note there there are other teams that use Zenesk so it it will be worth keeping them in the loop like Dan Carreiro: more. Kenny Zamora: fraud and compliance also route their tickets through Zenesk so they'll have a different use case entirely for a dashboard like yours but a lot of it is crossover Ben Boudreau: Okay, cool. Guilherme Giacchetto: Thank you so Ben Boudreau: You guys have quite the uh complex Simon Hauck: Yeah, Ben Boudreau: setup. Dan Carreiro: Yeah, Simon Hauck: it's going to be a Dan Carreiro: it's it it's a mess, Simon Hauck: big Ben Boudreau: Yeah. Dan Carreiro: but yeah. Kenny Zamora: Yeah. Dan Carreiro: Yeah, I have I have faith we can get it and run Zesk eventually. Download Zenesis. So, Kenny Zamora: Yeah. Dan Carreiro: cool. Kenny Zamora: Exactly. Dan Carreiro: Appreciate it, Ben Boudreau: Right on. Dan Carreiro: guys. Kenny Zamora: All right, Ben Boudreau: All right. Kenny Zamora: guys. Simon Hauck: Good. Ben Boudreau: See you guys later. Guilherme Giacchetto: Thank you so much. Kenny Zamora: There you go guys. Guilherme Giacchetto: Have a great weekend. Simon Hauck: See you. Dan Carreiro: You too. Kenny Zamora: ISO at

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