Our customer onboarding process is highly complex and relies on tribal knowledge. We want to use AI to help us standardize and automate this workflow, but we do not know how to extract this knowledge from our busy customer success manager's head. How do we do this efficiently?

Question

Tyler Smith · Accepted Answer

Extracting tribal knowledge from a busy manager is one of the hardest parts of scaling a business. If you ask them to sit down and write standard operating procedures, they will put it off because they are too busy fighting fires. You must make the process frictionless.

The most efficient way to capture this knowledge is through passive recording and AI transcription. Instruct your customer success manager to record every onboarding call, internal screen-share, and client setup process for two weeks using a standard screen recording tool. They do not need to change how they work; they just need to record what they are already doing.

Once you have these recordings, feed the audio files into an AI transcription and analysis tool. Program the AI with a specific prompt: Extract the exact step-by-step onboarding process from these transcripts and format them into a standard operating procedure following our company's template.

The AI will instantly convert hours of unstructured audio and video into clean, structured drafts. It will identify the key sequence, the critical handoffs, and the common troubleshooting steps.

Once the AI drafts are ready, your manager only needs to spend two hours reviewing and refining the text, rather than forty hours writing it from scratch. This approach respects their time and yields highly accurate, documented processes that you can immediately integrate into your company's training manual.