Company Background

Motion is the leading creative analytics and research platform. With Motion, performance creative teams get help at every step of their workflow including visual analysis of top-performing ads, competitor tracking, AI agents to assist with creative strategy tasks, and automated AI-powered recommendations to help prioritize what to ship next.

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Motion’s customers include some of the most prominent advertisers in paid social. Brands like HexClad, Vuori, True Classic, Jones Road Beauty, and Ridge use Motion to analyze over $11B in media spend every year.

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With thousands of customers and high expectations from elite advertisers, Motion's team needs to deliver highly accurate support and quickly master new technical changes in Meta, TikTok, LinkedIn, and YouTube ad platforms. 

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To help them keep up, they turned to Guru.

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“We are a fast-scaling startup. We went from about 10 people to now we are right around 70 and growing quickly. As the team has grown, the need for better knowledge sharing has only expanded.” – Kyra Richards, Head of Customer Success

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The Challenge

As Motion grew, senior team members were flooded with repetitive product questions from across the company—marketing, AEs, CSMs, and support teams. The constant DMs and Slack huddles were eating into valuable time, preventing these experts from focusing on strategic projects. With no formal knowledge base in place, answers were scattered, inconsistent, and hard to find.

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“People that were in the first 20 of the company just have so much extra context that the rest of the company doesn’t. Everyone was getting a million DMs, and our more knowledgeable team members didn’t have time for other things because they were just answering questions all day.” – Kyra Richards

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The Solution

Motion implemented Guru’s AI-powered Knowledge Agent to centralize product information and make it instantly accessible. They:

• ✅ Deployed a Guru agent in Slack to auto-answer product questions in real-time.
• ✅ Built an automated system to expand the knowledge base whenever a question wasn’t answered.
• ✅ Connected Guru to Linear and Intercom to pull real-time product updates and enhance support responses.
• ✅ Fed Guru knowledge into Intercom's AI-based chatbot, Fin, to improve customer support accuracy.

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“We stumbled upon Knowledge Agents when we were playing around with settings. We linked it to key sources, like Linear for dev tickets and Intercom for customer support. It’s been incredible to see how well it works.” – Kyra Richards

“We’ve been able to connect Guru back to our Intercom chatbot, Fin. The difference in how well Fin answers questions now that it’s using Guru knowledge is incredible.” – Kyra Richards

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The Approach

1. Set Up Slack Integration: Motion connected Guru to Slack, allowing the AI Knowledge agent to answer product questions instantly.

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2. Automated Knowledge Capture:

• If a Guru Knowledge agent couldn’t answer a question, the message was forwarded to a dedicated Slack channel.
• A Zapier automation processed the message using OpenAI to draft a Guru card.
• The draft was added to Guru for human verification before going live.

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3. Connected Systems: They linked Guru to Linear (for dev tickets) and Intercom (for AI-based customer support), ensuring up-to-date information.

4. Refined AI Tone: They trained the AI to match Motion's support style by analyzing existing team conversations using Claude.

5. Enhanced Customer Support: Guru knowledge was fed into Intercom’s AI chatbot, Fin, improving the accuracy and consistency of customer-facing responses.

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👉 Here’s a helpful diagram outlining this process

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