Enter your name and email and the worksheet opens right here. Fill it in on screen, then print it or save it as a PDF.
setFirstName(e.target.value)} /> setEmail(e.target.value)} onKeyDown={(e) => { if (e.key === 'Enter') submit(); }} /> {/* Turnstile renders inline here only if Cloudflare needs a human check. */}No spam. We’ll send you the occasional thing worth reading on delegation and customer-experience systems.
Add the different reasons customers contact you, one at a time, then sort each. Quick, repeating questions a computer can answer in seconds, like order status, password resets, and business hours, go to AI. Emotional, tricky, or high-stakes moments, like complaints, cancellations, and big decisions, stay with a Human.
Not sure where to start? Tap one to add it:
For everything you gave to AI, ask one thing: if a customer gets stuck, can they quickly reach a real person? Mark it Reachable when there's a fast way out, like a “talk to a human” button, a live-chat handoff, or a phone number. Mark it Stuck when the bot is the only option. It's fine for AI to answer first; it's not fine to leave someone with no way out.
{aiItems.length === 0 ? ({trapDoors.length} {trapDoors.length === 1 ? 'place' : 'places'} where customers get stuck
{trapDoors.map((t) => t.text).join(', ')}. A frustrated customer here can't reach anyone. Give them a quick, obvious way to talk to a person before you lean on AI for this.
Look at what you kept with a person. Most of it is Standard, part of your normal service. Mark only your best 2 or 3 as Premium: the moments a customer would gladly pay extra to have a real, named person own. For each premium moment, decide how customers will know it's the upgrade, and what AI should gather before your person steps in.
{humanItems.length === 0 ? (