Think Like an Onboarding Manager, Not a Machine Trainer
When you hire a receptionist, salesperson, or assistant, the first step isn’t to rebuild their brain—it’s to equip them with the right tools, context, and instructions to do their job well.
That might mean:
- Setting up accounts in your CRM or booking system
- Providing documentation on your company’s products or services
- Explaining workflows, hand-off procedures, and any special rules
- Outlining brand guidelines—what to say, what not to say, and the tone to use
When I worked at Google, for example, we had specific language rules. We wouldn’t bad-mouth competitors—we’d focus on highlighting how our product was better. That level of nuance matters.
The same approach applies to AI agents. You’re not rebuilding the core intelligence; you’re teaching them the environment, processes, and expectations.
Give Them the Tools, Not Just the Talk
An AI agent needs:
- Access to the same systems your human agents use (CRM, calendars, booking platforms)
- Clear workflows for handling specific scenarios (e.g., how to qualify a lead, schedule an appointment, or handle a complaint)
- Real examples of successful and unsuccessful conversations to learn from
This last one is critical. If you can show your AI agent what a “great” conversation looks like, it’s much easier to replicate that success.
Why This Matters
Some companies I speak with have this down to a science—they have processes, scripts, and documentation ready, so onboarding an AI agent is fast and smooth. Others start from scratch, which takes longer but is still absolutely doable.
The main point is: stop thinking of AI agent training as “rebuilding the AI.” Instead, treat it as you would bringing on a new team member. Give them the tools, knowledge, and context—and they’ll perform far better, far faster.
Bottom line: Hiring an AI agent is like hiring a person. Equip them, guide them, and set them up to succeed. The technology’s ready—the only question is, are you onboarding it like you would your best human hires?
