Revolutionizing Customer Support: Xero’s Gen AI Transformation

Srishti Dey
Srishti Dey January 24, 2024
Updated 2024/01/24 at 10:03 AM

Through a strategic cooperation with Coveo, the global small company platform Xero has revolutionized customer assistance by deploying generative responses. Xero, which has 3.95 million users, wants to improve client experiences by streamlining information searches and making them more effective and user-friendly.

 How Artificial Intelligence Is Changing Games

A notable change has occurred at the company’s customer support and learning website, Xero Central, where typical customer search times have decreased by 40%. Users now receive quicker and more accurate replies to their questions thanks to generative answers, which are made possible by Coveo’s Relevance Generative Answering platform.

The Influence of a Reliable Alliance

After more than five years of cooperation, Xero looked to their reliable partner Coveo once more to investigate the possibilities of generative AI. Xero’s Executive General Manager, Nigel Piper, emphasizes the significance of this collaboration in breaking the code and navigating the unexplored realm of artificial intelligence.

 Safety of Data and Personalization

Revolutionizing Contact Centers: The Transformative Impact of Generative AI  on Customer ExperienceRevolutionizing Contact Centers: The Transformative Impact of Generative AI  on Customer ExperienceNext-Gen Business: Generative AI Transformation and AI-Native Enterprise |  by Yi Zhou | Generative AI Revolution | Dec, 2023 | Medium
Gen AI’s capacity to deliver individualized results depending on user behavior and preferences is what makes it so beautiful. By finding a balance between customisation and data protection, Xero guarantees ethical data usage. The platform prioritizes providing accurate answers while upholding user privacy, and it is dedicated to protecting personal data.

Customer service is ready for disruption, but Xero has raised the bar with its use of generative AI. The favorable feedback from users confirms that this technology enhances customer experience by complementing human expertise. Support services are changing in the future, and Xero is leading the way in this revolutionary development.

Share this Article