# Meeting summary
This meeting was an introductory session between Assurant stakeholders and a representative from Rhyme, focused on exploring Rhyme’s VoiceAI and TTS capabilities for potential use in Assurant’s customer service operations. The agenda included introductions, a demo of Rhyme’s copilot note-taking tool and TTS voices, discussion of current pain points and success criteria, and next steps. The main outcome was mutual understanding of priorities—Assurant’s emphasis on reliability, risk, and measurable ROI—and agreement to continue discussions after internal alignment on success metrics.

## Key discussion points
- Introductions and roles: Dana (CX, CSAT, Containment), Marcus (ITN Systems, integration, security, uptime), Preah (procurement, cost, risk, commercial terms).
- Rhyme background: Founded in 2022 by linguists and an engineer; unique approach to TTS using proprietary, high-quality recorded data.
- Rhyme’s copilot tool: Organizes spoken input into live, encrypted, device-local summaries to aid note-taking.
- Rhyme’s TTS performance: Powers tens of millions of calls monthly; independent survey showed lowest hang-up rates and fastest call completion among competitors.
- Assurant’s current state: Existing voice solution is functional but robotic; reliability and risk are top concerns; even small changes can introduce latency and integration risks, impacting SLAs and costs.
- Desired improvements: More natural, reassuring voices that reduce repeat calls, keep customers calm, and increase containment without increasing handle time.
- Success criteria: Containment, CSAT deltas, transfer rates, real-time metrics—pending internal alignment.
- Demo: Simulated device protection claim call using Rhyme’s TTS; feedback was positive on voice quality but need for testing in real operational flow and at scale.
- Change management: Any system changes must be low lift, security cleared, and not require rip-and-replace; specificity in vendor proposals is important.
- Decision-making: Cross-functional (CX, IT, procurement, business); procurement involved when there is a defined business case.

## Decisions
- Agenda and meeting flow agreed upon.
- No commitments made; need for internal alignment on success metrics before proceeding.

## Action items
- [ ] Voice 2 to send a short recap of the meeting to the Assurant team.
- [ ] Assurant team to internally align on success metrics (containment, CSAT, transfer rates) before any commitments.
- [ ] Voice 2 to follow up with options for further testing of voice solutions in real operational flow and at scale.
- [ ] Assurant to involve appropriate stakeholders (including technical and security teams) in future discussions.

## Open questions / follow-ups
- How will Rhyme’s voice solutions perform at scale in Assurant’s real operational environment?
- What additional concerns or requirements might arise from security and integration teams during further evaluation?
- What is the timeline and process for internal alignment on success criteria and potential pilot programs?
- What questions or feedback does the Assurant team have after reviewing the recap?