Ep. 28 | Onboarding Your Team Using AI and a Government Hacked by Bots

Okay, so let's go right into it.

Let's double click on that.

Let's unpack it.

We'll unpack and we'll unclick and double pack.

I don't think those make sense.

What do you mean? What up until recently kept you from playing with voice? What's happening now in the world of voice? So it's been

interesting.

We've brought in a new service line and we've hired 23 agents in the last month to work on it.

And it's all around how do we improve

a lead generation experience.

on behalf of a customer.

And core to that, and the same with standing up any new service line, is the skills transfer.

So traditionally, we would go in, we'd be on site, we'd capture all the documents, we'll restructure all of the processes, we'd do all these things, it'd be about a two or three month process before you get on actually the... to hiring people and training them up in the new processes.

Um, but where we've been able to make a lot of progress in this last month is, um, in AI assisted, uh, learning development and delivery.

Um, and particularly part of that is, uh, these poor people that have joined the company have had to listen to a virtual David, uh, deliver their training as, uh, my voice has been trained and is now the voice of the training for, uh, for this new service line nightmares exactly exactly but uh so that's been a lot of fun to play with and a lot of progress made in a really short space of time just pull out these these um tremendous learning assets with very little um input needing to go into them actually And just, you know, vibe coding the feedback in order to get the right response.

But it's been interesting.

I've been playing with all of the frontier models, as you would expect.

And they all approach it very differently.

And certain training is good for certain models and not for others.

Yeah.

And then because we're doing a call center scope at work, the other thing is around developing virtual agents so that we can test these people going through training.

They can test their skills in a safe environment.

We can throw in any number of different scenarios, different scenarios.

exceptions for them to handle, different objections for objection handling.

We can test the identification of hooks in the sales process.

Okay, so let's go right into it.

Let's double click on that.

Let's unpack it.

We'll unpack and we'll unclick and double pack.

I don't think those make sense.

What do you mean? What up until recently kept you from playing with voice? What's happening now in the world of voice? So it's been

interesting.

We've brought in a new service line and we've hired 23 agents in the last month to work on it.

And it's all around how do we improve

a lead generation experience.

on behalf of a customer.

And core to that, and the same with standing up any new service line, is the skills transfer.

So traditionally, we would go in, we'd be on site, we'd capture all the documents, we'll restructure all of the processes, we'd do all these things, it'd be about a two or three month process before you get on actually the... to hiring people and training them up in the new processes.

Um, but where we've been able to make a lot of progress in this last month is, um, in AI assisted, uh, learning development and delivery.

Um, and particularly part of that is, uh, these poor people that have joined the company have had to listen to a virtual David, uh, deliver their training as, uh, my voice has been trained and is now the voice of the training for, uh, for this new service line nightmares exactly exactly but uh so that's been a lot of fun to play with and a lot of progress made in a really short space of time just pull out these these um tremendous learning assets with very little um input needing to go into them actually And just, you know, vibe coding the feedback in order to get the right response.

But it's been interesting.

I've been playing with all of the frontier models, as you would expect.

And they all approach it very differently.

And certain training is good for certain models and not for others.

Yeah.

And then because we're doing a call center scope at work, the other thing is around developing virtual agents so that we can test these people going through training.

They can test their skills in a safe environment.

We can throw in any number of different scenarios, different scenarios.

exceptions for them to handle, different objections for objection handling.

We can test the identification of hooks in the sales process.