Smarter Week

How to automate it

How to automate “train and shadow new agents”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today and, for AI fixes, a prompt to copy.

120 min
typically, once a week
40%
of the time can be automated
Some setup
to set up

Fix 1 of 2

AIBest fix

Record yourself doing it once and let AI write the guide

Record your screen while you talk through the task; AI turns the transcript into a step-by-step guide.

Typically saves about 60% of the time10 min to set up
  1. 1Record your screen and voice doing the task once (Loom, Teams, Zoom or Scribe).
  2. 2Get the transcript.
  3. 3Paste it into AI with the prompt below.
  4. 4Add screenshots where it says [SCREENSHOT].
Prompt to copy
Turn this transcript of me doing [TASK] into a step-by-step how-to guide for a new hire. Number the steps, keep each to one action, mark where a screenshot helps with [SCREENSHOT], and list common mistakes at the end.

[PASTE TRANSCRIPT]

Tools: Loom · Scribe · Tango · ChatGPT, Claude, Gemini or Microsoft Copilot

Fix 2 of 2

AI

Let new agents practise on AI role-play tickets

New agents practise with an AI playing the customer, using your real scenarios, so you spend less time shadowing and more time on feedback.

Typically saves about 30% of the time2 h to set up
  1. 1Write five common scenarios with the correct resolution.
  2. 2Load them and your help articles into a Claude Project, ChatGPT Project or Gem.
  3. 3New agents run the role-play below and paste their answers for review.
  4. 4Review the transcripts in batches instead of sitting with each person.
Prompt to copy
Act as a customer contacting [COMPANY] support about: [SCENARIO]. Stay in character, be realistic (sometimes vague or frustrated), and only reveal details when asked. After I write "END", score my handling against this checklist: [CHECKLIST], and tell me what the correct resolution was based on [ATTACHED ARTICLES].

Tools: Claude Projects · ChatGPT Projects · Gemini Gems · Copilot agents

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Support Team Lead / Manager

HourLeak · the 8-minute work audit

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Answers are anonymous. Leaders only see team totals.

Other common tasks for Support Team Leads / Managers