Case Study: Perk streamlines global customer care with Guru

Perk drives 908 monthly AI users and 1M+ Card views with Guru

Perk, formerly known as TravelPerk, is a global business travel and expense management platform. As the company scaled, its customer care team faced significant challenges with information overload. Agents were overwhelmed by scattered and inconsistent communications about incidents and process changes shared across Slack and email, making it difficult to access accurate knowledge quickly. This issue was compounded by plans to onboard over 300 new agents, requiring a scalable and governed knowledge management solution from Guru.

Partnering with Guru, Perk implemented a centralized knowledge layer using Guru's AI and Pages. This solution included a dedicated Incidents Page to reduce noise and custom Knowledge Agents to provide role-aware, accurate answers. The results were substantial, including 908 active AI users per month, over one million Card views, and a strong feedback loop of 200 agent comments monthly. Guru enabled Perk to streamline customer support, improve agent accuracy, and scale operations effectively.

Perk (formerly Known As TravelPerk)