Customer support · Production

Guru Knowledge Agent reduces Steno support tickets by 48% and delivers 2x team productivity

The problem

Steno's internal support team fielded roughly 200 questions per day from videographers via Slack, with speed being non-negotiable in live deposition rooms. Question volume was growing faster than headcount, and roughly 50% of questions already had documented answers that simply were not being surfaced fast enough.

Workflow diagram · grounded in source
1
Videographer asks in Slack
trigger
“embedded it directly into a Guru-centric Slack channel, where videographers go first to ask questions”
2
Agent retrieves from sources
ai_action
“The Vid Help Assistant draws from sources including Google Drive folders, Google Sheets, Guru collections, and public websites like Zoom's help center to ensure the latest information is always feeding into the knowledge agent”
3
Context-aware response
ai_action
“He told the agent that video specialists do not have Zoom admin permissions — preventing answers that instruct users to change account-level settings they can't access. He configured responses in detailed, bulleted formats for quick scan…”
4
Thumbs feedback collection
feedback_loop
“he added a thumbs-up/down reminder to every response to drive the feedback loop that would improve the agent over time”
5
Human escalation when needed
human_review
“If you need someone to physically take over, escalate”
Reported outcome

The Vid Help Assistant achieved a 48% reduction in support tickets and now handles 100% of daily questions autonomously, enabling a 2x productivity gain — one person filling a role originally scoped for two hires.

Reported metrics
Support ticket reduction48%
Daily questions handled autonomously100%
Team productivity gain2x
Daily question volume200 questions per day
Show all 5 reported metrics
support ticket reduction48%
daily questions handled autonomously100%
team productivity gain2x
daily question volume200 questions per day
questions with documented answersroughly 50%
Reported stack
GuruSlackGoogle DriveGoogle SheetsZoom
Source
https://www.getguru.com/customers/steno
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The Vid Help Assistant achieved a 48% reduction in support tickets and now handles 100% of daily questions autonomously, enabling a 2x productivity gain — one person filling a role originally scoped for two hires.

What tools did this team use?

Guru, Slack, Google Drive, Google Sheets, Zoom.

What results were reported?

Support ticket reduction: 48%; Daily questions handled autonomously: 100%; Team productivity gain: 2x; Daily question volume: 200 questions per day (source-reported, not independently verified).

How is this customer support AI workflow structured?

Videographer asks in Slack → Agent retrieves from sources → Context-aware response → Thumbs feedback collection → Human escalation when needed.

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