Case Study: Steno cuts support tickets ~48% with a Guru Knowledge Agent
Key results
The challenge
Steno's 100+ remote field technicians generated roughly 200 support questions per day, including technical issues, workflow clarifications, and policy questions, pulling human staff into repetitive resolution work that could not scale without added headcount.
The solution
Steno built a Knowledge Agent embedded in its team's Slack channel, configured in under a week without engineering support, drawing on help documentation, internal Guru collections, and Google Sheets of company context.
The results, in context
According to Guru's documentation, the Knowledge Agent handles the daily question volume autonomously, driving a roughly 48% reduction in support tickets and freeing the human team for higher-value work while field technicians get real-time answers during live client sessions.