The Challenge

As the insurance company experienced rapid growth, it recognized the importance of maintaining consistent and accurate information across its expanding teams. Both customer-facing agents, responsible for handling inquiries and claims, and the Learning and Development (L&D) team, in charge of training and knowledge management, saw an opportunity to enhance efficiency by adopting a more unified system.

To support this growth, the company sought a knowledge management solution that could adapt to the dynamic needs of its teams. Initially relying on shared docs and Slack conversations, these tools did not scale effectively to provide a reliable source of truth. The L&D team emphasized the importance of transitioning to an advanced knowledge management system, structured to meet the needs of a growing organization.

By embracing this change, the company aimed to equip its teams with the tools needed to deliver exceptional service and maintain high efficiency standards.

The Solution

The company selected Guru’s AI-driven platform to centralize its knowledge management, integrating it seamlessly with existing tools, including Slack and Zendesk. The goal was to make Guru the single source of truth for all teams, ensuring that accurate and up-to-date information was easily accessible. The team can review complex insurance policies and standard operating procedures (SOPs) in the Guru Extension over Zendesk to quickly access the information needed during customer interactions. Guru’s AI features, such as AI-powered search and announcements, were key in helping the company streamline knowledge sharing and reduce time spent searching for information.

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In addition to enhancing knowledge accessibility, the company partnered with Guru to train leadership in flagging significant changes and emergent needs via their internal request system. This approach empowered customer-facing roles, who are most likely to notice inaccuracies, to flag issues as they arise, ensuring the system remains accurate and up-to-date.

The impact of this solution was quickly felt across the team. As the Training Lead explained, “Now we’re using Guru AI Answers to help us address knowledge gaps…the Training Center highlights missing knowledge based on questions the team asked. It’s become a part of our daily workflows.” This shift not only improved the efficiency of knowledge management but also empowered employees to find answers on their own, reducing reliance on peers and supervisors. The Sr. Manager of L&D cited this empowerment as a key driver of agent satisfaction in their role.

The Approach

Because the company’s L&D team built a strategic knowledge base with information for each of their product lines, they were able to easily implement AI search on top of their content. When AI search was enabled, the team naturally adopted the functionality without much coaching. They emphasized the importance of training their teams to use the AI search feature effectively. This included setting up guidelines on how to use the AI, such as training employees to thumbs up or thumbs down the AI’s suggestions, which helped improve the accuracy of search results over time.

This approach allowed them to refine the AI’s performance and make adjustments as they scaled their AI strategy across the organization. The Director of Quality and Training highlighted the benefits of this centralized approach led by L&D: “The centralization of knowledge and creating a clear knowledge request workflow has helped clarify who owns what…it’s now part of our day-to-day.”

The Outcome

Guru has had a measurable impact on ramp time and key onboarding metrics. The use of Guru has helped new agents hit their ramp-up targets more effectively, contributing to improvements in multi-channel productivity, CSAT (Customer Satisfaction), QA (Quality Assurance), and unavailable time. By consolidating information in their LMS, embedding Guru cards in their course curriculum, and training new hires to better leverage Guru, the company was able to reduce their training schedule by a week. Making Guru the first point of reference for new hires has ensured that agents are better equipped to handle customer inquiries independently, reducing the need for extended training periods and supervisor intervention, and helping new agents reach full productivity levels faster.

This improvement in ramp time and onboarding efficiency has not only enhanced the overall performance of the company’s customer-facing teams but has also allowed the L&D team to focus more on continuous improvement and strategic initiatives. The combination of a centralized knowledge base and AI-driven search has enabled the company to maintain a high standard of service across its rapidly growing and evolving multi-product, multi-national business.