Client story Sojern Optimizes Knowledge Access With Gemini Enterprise and Intelligent Search to Accelerate Travel Marketing

Using the latest technology to connect brands with travelers

Sojern operates at the center of the fast-paced travel industry, helping hotels, airlines and destination marketers drive more bookings through smart data and AI-powered-solutions. As the travel market grows more complex, Sojern stays ahead by using the latest technology to connect brands with travelers.

By working with Insight to roll out Google Cloud’s Gemini Enterprise agentic AI solution, Sojern augmented its existing data infrastructure, streamlining access to internal knowledge and empowering teams to serve customers more efficiently.

The challenge: Opening up data silos

Sojern faced a common problem for growing companies: data silos. Important information lived across multiple systems, including Google Workspace, Salesforce, Jira, and Confluence. This fragmentation made it hard for teams to know which data sources they could trust. “It was hard to ensure that people were getting a holistic view across the data sources when searching for the answer to a question,” says John Bryant, vice president, data science, machine learning, and AI at Sojern.

Workers spent too much time digging through old files or asking coworkers for help. “Not being able to find the right information efficiently is really what we wanted to solve,” says Kyle Hampton, senior manager of AI and lead gen at Sojern. “Routine searching distracted us from bigger goals and pulled staff away from high-value planning.”

When teams span different time zones, these delays grow even worse. A worker might wait 24 hours just for a simple answer from a colleague across the world. Sojern realized that traditional search tools no longer worked for their scale. They sought to scale the reach of internal expertise, ensuring specialized knowledge was accessible to global teams at any time.

The solution: Building a smart layer to connect data with Gemini Enterprise

Sojern chose Gemini Enterprise from Google Cloud to solve these challenges. They worked with Insight to build a smart search layer that connects their data. Insight partnered closely with Sojern’s data and AI teams, beginning with discovery workshops to align on user personas and user stories custom-tailored to their specific needs. The team then linked Gemini Enterprise to several key data sources:

• Jira for project tracking
• Google Drive and Google Sites for company files
• Confluence for shared knowledge

Sojern was able to continue using their existing Okta identity provider because Gemini Enterprise respects existing permissions by default; it only shows people the files they already have permission to see. This kept data safe without needing extra staff to manage access. “Because Gemini Enterprise adheres to Sojern’s existing data access controls, it provides a secure and scalable approach to knowledge discovery without introducing governance overhead,” says Bryant.

As Gemini Enterprise continuously evolves, Sojern worked closely with Insight and Google Cloud to understand its technical capabilities and integration options. The teams identified innovative ways to connect data sources, including BigQuery, and collaborated to enable the integration of an agent development kit (ADK) agent within Gemini Enterprise. This custom agent is powerful because it leverages specialized data sets and prompts to give even more accurate answers than a general search.

The outcome: Reclaiming lost time and lightening cognitive load

The collaboration between Sojern and Insight shaped Gemini Enterprise into a powerful internal tool that changes how employees gather and validate information. By integrating an active, intelligent search-and-answer engine powered by Gemini Enterprise, Sojern successfully reclaimed lost time and lightened the cognitive load on its staff.

Quantifiable benefits

• Scaled user adoption: The project successfully moved through its initial phase and is now expanding from 50 to 100 users.
• Avoided additional infrastructure investment: Sojern dodged the high cost of building a new cloud environment by using its existing Google Cloud architecture.
• Reduced information bottlenecks across global teams: Gemini Enterprise removed the 24-hour wait time for answers across global time zones by giving teams instant access to shared knowledge.

Qualitative improvements

• Reclaimed creative focus: Employees now spend less time searching for files and more time on high-value tasks. “People would rather be working on the creative problems that we throw at them instead of trying to find information,” says Hampton.
• Cut organizational risk: Gemini Enterprise helps reduce organizational risk by making expert knowledge available even when a specific person is busy or leaves the company.
• Better meeting readiness: With the Gmail connector, staff use Gemini Enterprise to prepare for meetings. “I prompt Gemini Enterprise with the phrase ‘Pretend you’re my supervisor and ask me follow-up questions,” says Hampton. “The questions are actually good.”
• Strengthened an AI culture: Insight’s change management approach, including office hours and playbooks, turned early testers into Gemini Enterprise evangelists.

Future outlook

Sojern plans to use Gemini Enterprise documentation and training materials from Insight to roll out the tool to the entire company. They now see Gemini Enterprise as a flexible AI layer that can support new internal use cases as business needs evolve.

“Our success with Gemini Enterprise positions Sojern for growth because it frees key subject matter experts from constantly answering questions and enables them to focus on growing the business,” says Bryant. “This also gives the business more flexibility to shift without having to worry about a process being dependent on an individual person.

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