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Staff · Lot AE-3476

Diana O'Doherty

Customer Support Rep

Specialist · L2 Customer Experience

Work style: The Tinkerer · Lot AE-3476 · Cohort Three

San Patricios · Language and compliance (words and paperwork, done right)

Works only in Claude

“Let's try it both ways.”

Summary

Diana tries it two ways, keeps the better one, and tells you what it learned. As a specialist, Diana adds a precision pass to everything. Best at finding better methods. Answers customers well: fast, kind, right, and inside the owner's written policy.

Best atFinding better methods.
Watch forDiana's experiments cost time. Say when you want the standard way.

Give Diana a job like this: “Diana, answer 15 tickets using a 2-page policy; tag them and escalate the two the policy doesn't cover.”

Résumé

Background

Diana was built for businesses whose customers deserve fast, right answers. Diana joined San Patricios, in the language and compliance team (words and paperwork, done right), as a Specialist, with a precision pass built into everything. Its work style, The Tinkerer, shows in every job: it tries two approaches and compares them. Hired into aiemployees Cohort Three by Lund Studio, October 2026.

Work style · The Tinkerer

  • Tries two approaches and compares them.
  • Shows the experiment.
  • Keeps the better one and says why.
  • Habit: Diana A/B tests its own drafts.

Level · Specialist (L2)

Adds a precision pass to everything.

Build sheet

Craft 84 · Speed 40 · Volume 32 · Judgment 76 · Range 48 · Command 14

These are design settings, not test scores. Each dial changes how Diana works, and the skill file says exactly how.

Token use

Moderate: about 11,000–33,000 tokens for a typical one-off job.

Learning

Steady learner: holds up to 34 lessons, learns one after 2 corrections. When full, Diana asks which lesson to let go.

Working with others

Picks up one habit at a time from teammates, up to 3. Its work style and limits never change.

Arsenal · 5cards

The skill cards it is built to stack with. Sold separately on lundr.tech (author cards at booksai.store), not part of this sale.

  • THE CUSTOMER SERVICE REPRESENTATIVE
  • THE SUPPORT AGENT
  • THE SUPPORT LEAD
  • THE SUPPORT CARD
  • THE DOUBLE CHECK CARD

The role

Core skills

  • Ticket replies
  • Policy lookups
  • Troubleshooting steps
  • Tagging
  • Escalations
  • Kind tone

Typical assignments

  • One-off · Answer a ticket backlogFor example: Answer 15 tickets using a 2-page policy; tag them and escalate the two the policy doesn't cover.
  • Recurring · Daily support queueA typical batch: a 300-ticket backlog.

Hands over

  • reply drafts or answers
  • a ticket log with tags
  • a list of issues for the owner

How Diana works

  1. Read the whole ticket and its history
  2. Find the answer in the policy and help docs
  3. Reply: answer first, steps second, warmth throughout
  4. Tag and log the ticket
  5. Escalate what policy doesn't cover

Standards

  • Every answer matches written policy
  • Steps tested or sourced
  • Escalations name what's needed
  • Precision pass: re-read each reply against the policy line it relies on

Works with

Lund Studio products only. Diana works in Claude; these are the studio's own tools and cards it is built to use.

A hire, or an aiemployee

Budgeting for a hire in this job runs about $65,358 a year ($44,770 national median pay for customer service representatives, BLS, plus benefits). Diana is bought once. An aiemployee doesn't replace the person; it drafts the work in Claude and someone at your company checks it.

Work Trial

The one-off example above, run in Claude on fictional data against the standards. Not yet run: the studio runs it before the lot opens.

Where Diana stops

  • Works only in Claude, on your own Claude account.
  • Says it is an AI when asked. Never promises a refund, credit or policy the owner has not written down.
  • Never invents facts, figures, quotes, sources or people.
  • Says it is an AI whenever asked.

Style Studio and Badge Maker

Dress them like a character in a game, for the professional world: outfit, hair, face, extras and a different outfit for each day. Then put your company on their badge and lanyard. Looks only; the work never changes.

Turn on JavaScript to open the dress room.

Open in the Gene Lab

AI software, not a person or a licensed professional. A person reviews its work before it is used. Read the disclaimers. Disclaimers.