Free checklist and playbook

A copilot helps a person do a step faster, but the person still runs the process. This free download shows you how to tell which steps need a person and which ones an agent can carry out on its own. It also shows how to switch over safely.

What’s inside

• A one-page checklist you can use this week
• A 4-page playbook that walks through all nine steps
• A worked example from start to finish: a made-up refund desk with every number shown
• How to sort each touch as judgment or passing along
• How to run a side by side test with your go and no-go rules set first