{"product_id":"the-hard-to-replace-support-rep","title":"The Hard-to-Replace Support Rep","description":"\u003ch2\u003eWho it's for\u003c\/h2\u003e\n\u003cp\u003eYou are a tier-1 or tier-2 support rep at an e-commerce or SaaS company, on email and chat. Your helpdesk now writes the first reply. You want to know which parts of your queue still need a person.\u003c\/p\u003e\n\u003ch2\u003eWill AI replace customer service representatives?\u003c\/h2\u003e\n\u003cp\u003eThis kit does not guess. It helps you audit your job and practice the review that decides what goes out.\u003c\/p\u003e\n\u003ch2\u003eWhat's inside\u003c\/h2\u003e\n\u003ctable\u003e\n\u003cthead\u003e\u003ctr\u003e\n\u003cth\u003eFile\u003c\/th\u003e\n\u003cth\u003eWhat it is\u003c\/th\u003e\n\u003c\/tr\u003e\u003c\/thead\u003e\n\u003ctbody\u003e\n\u003ctr\u003e\u003ctd colspan=\"2\"\u003e\u003cstrong\u003eRead\u003c\/strong\u003e\u003c\/td\u003e\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eebook.pdf\u003c\/td\u003e\n\u003ctd\u003eThe e-book: method, stories, prompts and checklists (55 pages)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003echeatsheet-ai-and-this-role.pdf\u003c\/td\u003e\n\u003ctd\u003eCheat sheet: what AI does to this role's tasks (1 page)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003echeatsheet-sources.pdf\u003c\/td\u003e\n\u003ctd\u003eCheat sheet: sources and their limits (1 page)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eREADME.txt\u003c\/td\u003e\n\u003ctd\u003eFile map, license line and how to shift the dates\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\u003ctd colspan=\"2\"\u003e\u003cstrong\u003eWork\u003c\/strong\u003e\u003c\/td\u003e\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eworkbook.xlsx\u003c\/td\u003e\n\u003ctd\u003eTask audit workbook with a worked example: rates each task and calls Hand off, Pair, Own or Cut (9 sheets)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eprompts.docx\u003c\/td\u003e\n\u003ctd\u003e30 prompts for customer support agents, grouped to follow the plan\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\u003ctd colspan=\"2\"\u003e\u003cstrong\u003ePractice case\u003c\/strong\u003e\u003c\/td\u003e\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ecase-brief.pdf\u003c\/td\u003e\n\u003ctd\u003eThe situation and your task (6 pages)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ecase-data.xlsx\u003c\/td\u003e\n\u003ctd\u003eSynthetic case data, 5 sheets (opens in Excel, Numbers or Sheets)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ecase-data\/contact_reasons.csv\u003c\/td\u003e\n\u003ctd\u003eContact reasons as CSV (8 rows)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ecase-data\/orders.csv\u003c\/td\u003e\n\u003ctd\u003eOrders as CSV (416 rows)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ecase-data\/policy_sheet.csv\u003c\/td\u003e\n\u003ctd\u003ePolicy sheet as CSV (14 rows)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ecase-data\/recall_notice.csv\u003c\/td\u003e\n\u003ctd\u003eRecall notice as CSV (1 row)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ecase-data\/tickets.csv\u003c\/td\u003e\n\u003ctd\u003eTickets as CSV (60 rows)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eai-first-pass.pdf\u003c\/td\u003e\n\u003ctd\u003eA labeled, simulated AI first pass for you to check (3 pages)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eanswer-key.pdf\u003c\/td\u003e\n\u003ctd\u003eGraded answer key (6 pages)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ecompleted-memo.docx\u003c\/td\u003e\n\u003ctd\u003eA completed memo to learn from or rewrite\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\u003ctd colspan=\"2\"\u003e\u003cstrong\u003eTemplates and worksheets\u003c\/strong\u003e\u003c\/td\u003e\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eworksheet-scenarios.docx\u003c\/td\u003e\n\u003ctd\u003eWorksheet: role scenarios\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eworksheet-manager-planner.docx\u003c\/td\u003e\n\u003ctd\u003eWorksheet: manager conversation planner\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eworksheet-weekly-log.docx\u003c\/td\u003e\n\u003ctd\u003eWorksheet: weekly log\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003etemplate-wins-summary.docx\u003c\/td\u003e\n\u003ctd\u003eTemplate: wins summary for your review\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003etemplate-move-pitch.docx\u003c\/td\u003e\n\u003ctd\u003eTemplate: internal or adjacent move pitch\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\u003ctd colspan=\"2\"\u003e\u003cstrong\u003eCalendar and data\u003c\/strong\u003e\u003c\/td\u003e\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ecalendar.ics\u003c\/td\u003e\n\u003ctd\u003e13 weekly sprints as 26 calendar events (kick-off and review)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003etasks.csv\u003c\/td\u003e\n\u003ctd\u003eTask starter list with cited starting guesses (32 rows)\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/tbody\u003e\n\u003c\/table\u003e\n\u003ch2\u003eHow the practice case works\u003c\/h2\u003e\n\u003cp\u003eIn The Friday QA, you are the tier-2 support rep at Harbor Supply Co., which sells boating supplies online. The helpdesk's AI feature drafted a reply to each of 60 tickets. Its QA summary says 55 are ready to send and proposes a weekend auto-send pilot.\u003c\/p\u003e\n\u003cp\u003eYou check its twelve findings against the tickets, the orders, the policy sheet and a recall notice. Each finding gets one verdict: Supported, Contradicted, Not established or Needs specialist review. Then you write the QA report, sorting all 60 drafts and naming the ones that must not go out. The answer key grades every finding. Some drafts are genuinely fine.\u003c\/p\u003e\n\u003ch2\u003eBy week 13\u003c\/h2\u003e\n\u003cul\u003e\n\u003cli\u003eA task map of your own week, with a Hand off, Pair, Own or Cut call on every task.\u003c\/li\u003e\n\u003cli\u003eA finished, checked QA report you can show as a portfolio piece.\u003c\/li\u003e\n\u003cli\u003eThirteen weekly sprints done, each with a kick-off and a review.\u003c\/li\u003e\n\u003cli\u003eA wins log, a review summary and a plan for the talk with your manager.\u003c\/li\u003e\n\u003cli\u003eRunway and adjacent moves to weigh, such as support QA, escalations, customer success, knowledge-base owner or AI conversation design.\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch2\u003eThe honest part\u003c\/h2\u003e\n\u003cp\u003eThe Bureau of Labor Statistics projects customer service representative jobs to fall 5%, about 141,800, by 2035. The e-book says so up front. This kit does not promise a job, a raise or a promotion, and no guarantee comes with it. The case is invented, so label your report as simulated practice. Use the prompts in prompts.docx only in tools your company has approved, and strip customer details first.\u003c\/p\u003e","brand":"Safe From AI","offers":[{"title":"Default Title","offer_id":67733395341597,"sku":null,"price":24.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1015\/8102\/9661\/files\/the-hard-to-replace-support-rep-cover-4x5.png?v=1791771831","url":"https:\/\/safefrom.ai\/products\/the-hard-to-replace-support-rep","provider":"Safe From AI","version":"1.0","type":"link"}