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The Challenge

As the direct-to-consumer home essentials company’s product offerings expanded, their customer experience (CX) team faced increasing challenges in managing and accessing accurate product inventory information. The team relied heavily on manual searches within large Google Sheets, which housed their inventory data. This process was not only time-consuming but also prone to errors, leading to slower response times and decreased efficiency. As the CX Training & Knowledge Manager noted, “It was a lot easier to ask a question in Guru and have the answer produced there rather than having to have a million tabs open and do a control F on an enormous Google Sheet.”

The Solution

The company partnered with Guru to implement an AI-driven search solution designed to streamline access to their inventory information. By connecting their existing Google Sheets to Guru’s AI platform, they enabled their CX team to query inventory data directly within Guru, reducing the need for manual searches. This integration allowed the company to leverage natural language processing, making it easier for agents to retrieve accurate information quickly. The CX Training & Knowledge Manager remarked, “The really great thing is that anytime we see a question that goes unanswered, we’re able to go in, assign the correct line from the sheet to the answer, and it’s like the AI understands it again. It’s really cool.”

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The Approach

The company’s approach was both strategic and methodical. The team began by identifying key pain points, particularly the inefficiency of their inventory search process. They then collaborated with Guru to set up the Google Sheets integration, ensuring that the most relevant product data was accessible through AI-powered search. To maximize the effectiveness of the solution, the CX team tested the system extensively, training the AI to recognize the most common queries related to product availability and stock levels. They also provided ongoing feedback to continuously improve the accuracy of the AI responses. “We had to train our agents on how to ask questions that would yield helpful results. Guru was extremely helpful in that,” the CX Training & Knowledge Manager explained.

The Outcome

The implementation of Guru’s AI search solution has significantly improved the company’s operational efficiency and boosted agent confidence in handling customer inquiries. CX agents can now access up-to-date inventory information with ease, leading to faster and more accurate responses. As the CX Training & Knowledge Manager reflected, “It’s a game-changer for sure.” As a result, the company has seen a notable boost in productivity, allowing the team to focus more on delivering exceptional service rather than getting bogged down in manual data searches.