# Meeting summary
This meeting was an initial discovery and demo session between Rhyme and Assurant stakeholders to explore Rhyme's AI voice solution as a potential replacement for the current NICE/Cognigy setup. The discussion focused on the client’s pain points with their existing system—particularly reliability, latency during peak times, and robotic voice quality—and the strict requirements for any new solution, including risk mitigation, cost predictability, and minimal integration effort. Rhyme presented its differentiators, demonstrated its AI voice assistant, and addressed questions about operational risk and security. The main outcome was agreement to define internal success criteria before proceeding to a pilot, with a follow-up meeting to be scheduled.

## Key discussion points
- Client priorities: reliability, risk avoidance, cost predictability, and minimal operational disruption.
- Current system (NICE with Cognigy) is technically stable but suffers from latency spikes during peak times and robotic voice quality, impacting CSAT and containment.
- Any change must be justified with clear ROI and minimal integration effort; procurement requires a strong business case and risk controls.
- Security and operational risk are critical, especially regarding PII and SLA compliance; on-premises SOC 2 Type 2 hosting is preferred.
- Rhyme’s solution differentiates itself via unique, naturalistic training data and proven metrics (lower hang-up, faster completion rates).
- Demo showcased natural, conversational AI voice with multilingual support; client noted improved voice quality but requested data on performance at scale.
- Next steps involve defining measurable internal success criteria and aligning stakeholders (CX, IT/platform architecture, procurement) before piloting.

## Decisions
- Voice 3 (Colin) to create a formal agenda slide post-meeting.
- Next steps will focus on demonstrating clear ROI and risk mitigation.
- POC approach will emphasize minimal integration and quick deployment.
- Next meeting will align on scope and success criteria for a pilot, including all relevant decision makers.

## Action items
- [ ] Voice 3 to prepare and share a formal agenda slide after the meeting.
- [ ] Rhyme team to tailor demo/POC to client’s specific business needs with minimal configuration.
- [ ] Rhyme to provide security/compliance documentation and address PII concerns for IT review.
- [ ] Schedule a follow-up meeting in approximately one week to discuss internal alignment and potential pilot.
- [ ] Voice 2 (Dana) to send proposed times for the follow-up meeting and ensure inclusion of CX, platform architecture, and procurement stakeholders.

## Open questions / follow-ups
- What specific challenges exist with the current voice solution beyond latency and voice quality?
- Are there additional security or compliance requirements beyond PII handling?
- What are the preferred metrics or thresholds for acceptable latency and handle times during peak periods?
- How will Rhyme’s solution perform at scale during peak call volumes?
- What internal success criteria will the client define to evaluate the solution’s effectiveness?