customer_support · travel · workflow
Perk centralizes knowledge and deploys AI Knowledge Agents with Guru to support 1,000+ customer care agents
As Perk scaled its customer care team to over 1,000 agents, knowledge was scattered across Slack, email, and an overcrowded internal database, causing information overload and making it impossible to distinguish critical updates from noise. The lack of a governed knowledge layer made onboarding 300+ new agents impractical.
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 · Incidents page shift check
Agents check the Incidents Page in Guru at the start of each shift for real-time updates.
Tools used
GuruGuru PagesKnowledge Agents
Outcome
Perk achieved 908 active AI users per month, over 1 million Card views, and 200 agent comments per month, while significantly reducing announcement noise and dramatically improving relevance and confidence in AI-assisted responses.
Results
Time saved908
Volume173
Running sincesince 2019
Grounding & classification
Source type: vendor customer story
29 fields verified against source quotes.
agent assistknowledge searchragknowledge basehuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedtravelaccuracy improvementemployee productivityvendor customer storycustomer supporthr onboardinghuman review queuerag answering