customer_support · healthcare · workflow
Empathy uses Guru Knowledge Agents to deliver region-accurate answers to care managers
When Empathy expanded to Canada, care managers needed region-accurate estate administration information quickly, but the general Guru chatbot pulled from both US and Canadian sources and returned incorrect answers for the user's jurisdiction.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Care manager queries via Chrome Extension
Care managers access Knowledge Agents directly through the Guru Chrome extension without switching tabs.
Tools used
GuruKnowledge AgentsGuru Chrome extension
Outcome
Regional separation of knowledge bases improved searchability, significantly reduced irrelevant search results, and increased care team trust and confidence in Guru's answers.
What failed first
The general Guru chatbot mixed US and Canadian content, producing incorrect regional answers. Content cards that listed multiple provinces on a single card further confused the AI, which could not identify which answer belonged to which province.
Grounding & classification
Source type: vendor customer story
19 fields verified against source quotes.
agent assistknowledge searchragknowledge basefailure mode describedmetric backednamed customertools describedworkflow describedhealthcareaccuracy improvementemployee productivityvendor customer storycustomer supportrag answering