Lornefield Pensions Administration / BB-Demo – Training
Callcompleted
Lornefield Pensions Administration: documents · 2023-05-16 10:00
Training call with Imogen Hartley on 16 May 2023. She was told how to check answer freshness, set up saved questions, and learned that a reissued invoice had produced a stale answer because nobody checked the timestamp.
What was said
What this says
Current to 10 Oct 26Training call with Imogen Hartley on 16 May 2023. She was told how to check answer freshness, set up saved questions, and learned that a reissued invoice had produced a stale answer because nobody checked the timestamp.
What happened: Tobias Renwick covered freshness checks, saved questions and filters. A manager had received a fee answer that did not match a reissued invoice, and the source timestamp would have shown it was earlier.
Customer view: Imogen welcomed being told the limits of the brain plainly. The managers' feedback on the page was mixed, as the invoices section mostly told them what they already knew.
Commercial: Imogen takes on curating the saved questions for now, which shows ownership of the brain. No renewal or price point was raised.
Watch: Trust in answers depends on the timestamp habit. A colleague named Daniel is due to check in once the managers have used it for a few weeks.
Themes
Current to 9 Oct 26Theme
Freshness checks and saved questions
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tobias Renwick to send the freshness walkthrough and the saved-question set built on the call.
- Imogen Hartley to review the one-page guide for the managers and add the timestamp check.
- Daniel to check in with Imogen after the managers have used the brain for a few weeks.
Risks
Current to 9 Oct 26- A manager received a stale fee answer because nobody checked the timestamp, which could erode trust in the brain.
- The managers found the invoices section mostly told them what they already knew.
Opportunities
Current to 9 Oct 26- Saved questions curated by Imogen could become a shared set the managers reuse.
- Managers want to know whether a fee is outstanding or agreed, which could be shown by asking the brain across calls and emails.
Transcript
Tobias Renwick NoneMorning, Imogen. Just the two of us again, I see. Did the managers not make it?
Imogen Hartley NoneGood morning. Two of them are meant to be joining, but one is stuck on a trustee call that's overrunning. I'd rather we started, they can pick up the recording.- Tobias Renwick NoneFine by me. Where did we get to last week, from your side? What did the managers make of the page you built?
- Imogen Hartley NoneMixed, which is useful. They liked the single view. What they didn't like was that the invoices section mostly told them what they already knew, whereas what they wanted was whether a fee was outstanding or agreed. Is that something the brain can tell?
- Tobias Renwick NoneIn principle yes, if the accounting source carries the status. To be precise, it carries invoice status, but not whether a fee was agreed in a conversation. That would be in a call or an email, and the brain would only know it if someone said it on a recorded call. So the answer is: partly. I'd show them how to ask for it rather than pretend the page does it.
- Imogen Hartley NoneYes. That's the sort of boundary I like being told about. Go on, show me.
- Tobias Renwick NoneToday I want to cover three things: saved questions, filters you can trust, and how to check whether an answer is stale. Starting with the last, since it's the one that protects you when you're talking to a trustee. Let's pull up the freshness view.
- Imogen Hartley NoneIs that the timestamp thing again?
- Tobias Renwick NoneIt is, but at the level of the whole workspace. Each connector shows when it last loaded and how many records it holds. What you're looking for isn't a red mark, it's a flat line. A connector can say it's healthy and simply not be bringing in anything new.
- Imogen Hartley NoneWhy would that happen?
- Tobias Renwick NoneUsually because something changed on your side. A folder moved, a permission was tightened, a field was renamed. The platform keeps asking and gets nothing back. The trade-off is that we'd rather stay quiet than raise a false alarm every night, so the flat line is something you or Craig should glance at weekly.
- Imogen Hartley NoneWeekly. Craig will like that, it's the sort of job he'd put in his diary. Right, saved questions.
- Tobias Renwick NoneThese are the thing I'd put in front of the managers. If someone asks a good question about a scheme, they can save it with the scheme as a parameter, and the next person reuses it. So, for instance: what's open with this scheme's trustees and what did they last ask for? Let me save that.
- Imogen Hartley NoneThat's very neat. So, in effect, the best questions become a shared set. I've seen this work, but only when somebody owns the list.
- Tobias Renwick NoneAgreed, and it can't be me. I'd suggest one manager acts as the curator. It's an hour a month, not a job.
- Imogen Hartley NoneThat'll be me for now, then, until I can pass it on. Go on.
- Tobias Renwick NoneFilters. Last week I told you to narrow by scheme first. This week the second rule: narrow by date range before you narrow by person, because people change role and the same name can appear in two contexts.
- Imogen Hartley NoneIs that a common problem?
- Tobias Renwick NoneNot common, but it's the kind that embarrasses someone in front of a client, so worth a sentence in the training.
- Imogen Hartley NoneNoted. Actually, hold on. Sorry, can I ask about something that happened this week? One of our managers asked the chat about a fee and it gave an answer that didn't match the invoice. It cited the source, and when we looked, the invoice had been reissued.
- Tobias Renwick NoneThat's exactly the sort of case worth walking through. If the invoice was reissued after the last refresh, the brain would have shown the earlier version, and the source marker would have shown an earlier timestamp. Did it?
- Imogen Hartley NoneIt did, now you say it. Nobody looked.
- Tobias Renwick NoneThen the system did what it was designed to do, and the habit is what needs changing. I'd rather not blame the managers for it, and I'd not blame the data either. The nightly refresh gives you yesterday's picture by 07:00, and if a reissue happens in the afternoon the answer is a day behind. That's a design fact worth stating plainly.
- Imogen Hartley NoneThat's fair, and useful. I'll put that on the one-page guide for the managers: look at the timestamp before you quote a figure.
- Tobias Renwick NoneI'll happily review the wording. Now, the second manager has joined, I see.
- Imogen Hartley NoneGood, I'll let her catch up. I'll sit in for the rest, if that's all right.
- Tobias Renwick NoneSo, to recap for anyone joining late: check the timestamp, narrow by scheme then by date, save good questions, and treat a flat line on a connector as a reason to ask Craig.
- Imogen Hartley NoneThat's a decent summary. I think the managers have enough to be going on with.
- Tobias Renwick NoneThen the follow-ups. I'll send the freshness walkthrough and the saved-question set we built today. You'll review the one-page guide. And I'll ask Daniel to check in with you after the managers have used it for a few weeks, so we find out what they actually do rather than what we hoped.
- Imogen Hartley NoneLovely. Thank you, Tobias.
- Tobias Renwick NoneThank you. Best, Tobias.
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