The company was investing in AI tooling, but support specialists weren’t using it with confidence. Adoption lagged, not because the tools were weak, but because the people meant to use them didn’t trust the outputs or know how to integrate them into real work. Tools only create value when specialists understand how to collaborate with them.

I designed an AI copilot training program that acted as an onboarding layer for the tooling itself. The focus was practical skill building: how the model thinks, where it performs reliably, when to override it, and how to prompt in a way that actually reduces effort instead of adding work. I used real examples from active tickets and provided ready-to-use prompting patterns specialists could copy, test, and adapt.

As comfort increased, usage patterns improved, prompts became sharper, and the support org finally started realizing the value of its AI investments.