Agent Onboarding & Training
Onboarding a support agent is mostly an apprenticeship nobody has time for. The new hire has read the docs and still cannot answer a real ticket, because real tickets are exceptions and the docs describe the rule. So they ask. The senior agent, mid-queue, explains the refund edge case for the ninth time this month. Both people are slower for it, and the knowledge goes right back into one person’s head where the next hire cannot reach it.
Skynet makes that institutional knowledge askable. Every resolved ticket your team has ever closed already contains the answers — how this exception is handled, what tone to take, when to escalate. Held in unified memory, that history becomes a coach the new hire can query at three in the afternoon without spending anyone else’s attention.
How it works
Turn history into a coach
Connect resolved tickets, internal docs, and your help center. The new hire can now ask how something is actually handled here and get an answer grounded in real closed tickets, with the examples attached.
Practice on real closed tickets
The agent pulls a genuine past ticket, hides the resolution, and lets the new hire draft a reply. Then it compares theirs against what the team actually sent and explains the differences. Realistic reps, no live customer.
Review before it sends
Once they are on the live queue, their drafts go to the agent first. It checks the policy, the tone, and whether this should be escalated — and says so before the reply goes out rather than after.
Coach the pattern
Weekly, the agent tells the new hire where they are consistently off — over-promising on timelines, missing a policy nuance — and tells their manager the same. Coaching gets specific instead of a vague sense that someone is or is not getting it.
Build it from a prompt
Set up the coach in one instruction and reuse it for every hire.
The new hire gets to be useful in weeks instead of months, and gets there without spending a senior agent’s whole day. The knowledge that used to live in one person’s head becomes something the next five hires can query directly.