Case Study: Global Telehealth and Benefits Company improves member support and productivity with Guru Knowledge Agents

Global Telehealth and Benefits Company boosts support productivity 17% with Guru

A global telehealth and benefits company faced significant challenges in its customer support operations. Its agents had to synthesize answers from scattered, jargon-filled documents and Slack threads to handle complex, sensitive member questions, a time-consuming process with serious consequences for inaccuracies. They partnered with Guru to build a highly accurate, citation-first AI Knowledge Agent to help reps answer questions faster while maintaining their "keep healthcare human" ethos.

Guru's solution involved a methodical, governance-heavy approach. This included cleaning up content sources, engineering a prompt that prioritized citations to reduce hallucinations, and a tiered rollout with daily QA. The results were highly successful, with the AI agent handling over 700 questions monthly. This drove a 16% reduction in peer-to-peer Slack questions and led to a 17% higher productivity rate for new hires who used the tool, allowing them to ramp up faster.