Case Study: Empathy improves region-specific support accuracy with Guru

Empathy saves families 189 hours with Guru

Empathy, a company that provides support for families navigating loss, faced a challenge when expanding its services from the U.S. to Canada. They needed a way to accurately separate region-specific content, as estate administration laws vary significantly between the two countries. Their care managers were at risk of receiving incorrect or confusing information when searching a general knowledge base that combined both U.S. and Canadian sources, which could lead to longer resolution times.

To solve this, Empathy implemented Guru’s Knowledge Agents. They built two distinct AI agents—one for each country—and pinned them to dedicated resource pages. This solution ensured care managers received precise, region-specific answers. The results included a major reduction in irrelevant search information, improved efficiency in finding answers, and a significant increase in the care team's trust in the Guru platform, allowing them to provide confident, real-time support to users.

Empathy