Perk Innovation & Technology Culture

Perk combines innovative technology with a customer-first mindset to deliver exceptional service at scale. Employees work with modern tools that help streamline support, improve customer experiences and enable teams to make a meaningful impact through both technology and collaboration.

“Our 7-star service in Customer Care comes down to a great team and the right tech. I'm proud to be part of something that makes a real difference for our customers.”

Perk leverages AI to simplify travel planning and deliver faster, more personalized customer support. By embedding AI directly into its travel platform, the company enables travelers to quickly access trip information, make changes and receive tailored assistance, while seamlessly connecting them with customer care specialists when needed.

“We’ve all been there — your trip is tomorrow and you waste half your evening hunting for all the bookings, confirmation emails, and itineraries that you planned months ago. And when you can’t find it? Well that’s a hurried call to the travel agency on route to the airport.

Not with our new AI-powered chat, Juno. Unlike many chatbots out there today, it’s not trained to simply point you to an FAQ page or regurgitate information from a generic help guide.

Juno is deeply integrated into our systems. It knows your trip details inside-out including whether you have a flexible ticket or how to make modifications. Simply ask a question or tell Juno what you need and if it can’t take care of it on the spot, it will immediately direct you to the right place or to one of our expert customer care teams.”

What tools support your day-to-day work?

As an AI-native platform, we are always looking for ways to use technology to remove the “shadow work,” or hidden, manual tasks, from our days so we can focus on the real work. Our people operations team runs on a core stack built around Zendesk and HiBob. Zendesk is our employee service hub with ticketing, internal knowledge base and AI agent, which now resolves 60 to 70 percent of HR queries that come through the chatbot without any human intervention. HiBob is our HR system of record and the engine behind our automated employee journeys. Because the two are integrated, our AI doesn’t give generic HR answers; it gives personalized ones. It knows the employee’s department and their region.

How does your team experiment?

Adoption is important for success so we always test before we commit. When we rolled out our AI agent, we conducted a pilot study first, monitoring how it handled real employee queries, refining responses and building confidence before opening it up fully. Before going live with our knowledge base, the whole people team ran a content hackathon, working in pairs to write articles for repetitive questions employees were already asking us. That groundwork, together with specific use cases built in the backend of the bot, is what got us to a 60 to 70 percent AI resolution rate for HR queries coming through the chatbot.

We also experiment with how we localize. Our AI and human agents — people operations and payroll team members — handle different labor laws by pulling from a localized knowledge base. That required the team to think carefully about how we structured content, not just what we put in it. Each change was piloted, iterated on and scaled only once it worked.

How does Perk adapt to change?

Perk’s product is built around eliminating shadow work. We apply that same philosophy internally. When I joined people ops in 2020, employee support was running through a shared inbox with zero visibility, no data and fully manual triage. As the company scaled, request volume grew massively, and that model simply broke. So, we transformed the entire operation: implemented Zendesk, built a localized self-service knowledge base, integrated HiBob for automated workflows and layered in AI. The AI now handles the shadow work, repetitive payroll and policy questions, freeing the team to focus on the complex, human work that actually requires judgment and empathy. Adapting to change at Perk means asking, “How do we do this smarter?” not just “How do we do more of the same?”