Growth is good news until the knowledge needed to serve customers outgrows the people who hold it. A support team that once knew everything by heart suddenly needs help from its most tenured members for every new question.
HireVue's support team of 30 agents lived through that when the company expanded from one platform to four. Customer Support Manager Katharine Dooley put it plainly: "We went from supporting one platform to four. Before Guru, our new hires were completely reliant on tenured agents to navigate these changes."
What HireVue did
According to a customer story published by Guru, HireVue rebuilt onboarding around Guru. New hires get access on day one, learning modules link straight to knowledge cards, and Guru sits inside the ticketing tool so new hires answer tickets in their first week. An onboarding hub holds key resources, team bios and tool links.
A custom support Knowledge Agent answers questions in a dedicated Slack channel, drawing on verified support collections and relevant conversations from internal expert channels. Technical specialist Rachel Farrell led the monitoring, tracking over 900 questions in the first few weeks, adjusting content and refining the prompt so answers referenced the right platform.
What it already gives the business
Guru reports that HireVue cut onboarding time from 5 weeks to just 2 weeks, and that Slack questions dropped by 40% despite an increase of 500+ support cases. Senior agents spent less time answering repeat questions, according to the same vendor story.
Dooley explains the fix that made answers reliable: "We realized early on that the bot needed better context." The bot now knows which platform an agent is asking about. Careful tuning by someone close to the work made the difference.
The ExValu perspective, a hypothesis
Where a Company Brain could take it next
Verified collections cover what the team already knows. The hardest tickets are often solved once by a senior agent and never written up.
A Company Brain could capture those solutions as they happen, route them to a reviewer and add them to the verified collections, so the knowledge base grows with every escalation. That is our hypothesis, and the story does not describe it.
What an owner and a buyer would look for
Track time to independent work for new hires, questions sent to senior staff and answer accuracy on a sample of tickets.
A buyer wants a support function that does not depend on a few long-tenured experts. A maintained knowledge base with named owners, review dates and usage history shows that. Keep customer personal data out of the knowledge base and out of AI prompts.
The problem behind this case
Facing the same problem?
About this analysis
* The image is AI-generated and does not show HireVue staff. The facts and figures on this page come from the published source named below.
This is an independent ExValu analysis of a published case. Facts, figures and names are as reported in the source below, which our team checked on October 14, 2026. The ideas for next steps are our own perspective and make no claim about conditions inside HireVue. To request a correction or removal, write to [email protected].
Primary source: Vendor customer story, Guru, April 2026. Available at www.getguru.com/customers/hirevue-cuts-onboarding-time.