TL;DR: Xero, the global small business platform, has integrated Generative AI (GenAI) into Xero Central, its customer support and learning site. In collaboration with Coveo, this feature generates accurate support answers swiftly for Xero’s vast customer base. Recent research by Xero indicates that small businesses anticipate significant AI impact in customer support systems. The GenAI-driven search optimizes user experience by providing precise answers and relevant content articles based on search queries. Customers can also filter searches according to their role – small business owner, accountant, or bookkeeper.
Xero, the global small business platform, has taken a significant stride in customer support innovation by implementing Generative AI (GenAI) in Xero Central. This integration, achieved in partnership with Coveo, revolutionizes the support experience for millions of Xero customers and users.
Powered by GenAI, this feature enables Xero Central, the hub for customer support and learning, to provide prompt and accurate support answers. This development is part of Xero’s broader GenAI initiatives unveiled at Xerocon Sydney. Recent research from Xero highlights that small businesses foresee AI impacting support systems, with customer service, chatbox, and help desk tools ranking as the second most influential area (36%) in the next five years, following content creation (38%).
The GenAI-driven search in Xero Central leverages Coveo’s platform, integrating generative answers into search results. When customers input a search term or question, they not only receive a precise answer but also a curated list of related content articles. These answers are generated from the extensive support content authored by the Xero team. This enhancement ensures that customers swiftly access the information they seek without the need for extensive scrolling.
Moreover, customers have the flexibility to refine their searches based on their role – be it a small business owner, accountant, or bookkeeper – ensuring the most pertinent information is readily available.
Nigel Piper, Executive General Manager – Customer Experience at Xero, emphasized, “Xero strives to be at the forefront of innovative customer experience, and this is a significant step towards our goal to build a support model which brings together the best of digital experiences powered by human capability.”
Louis Tetu, CEO and Chairman at Coveo, praised Xero’s forward-thinking approach, stating, “Xero understood early the AI-experience advantage when it comes to creating a best-in-class customer experience.”
Xero has also recently rolled out AI-powered bank reconciliation globally, predicting and recognizing new contacts in customer statement lines, streamlining data entry and saving valuable time for users. This builds on Xero’s existing AI capabilities, including predicting contacts and account codes for transactions.
Beyond bank reconciliation and Xero Central, AI is integrated into various Xero products, including Hubdoc, Xero Expenses, Xero Go, and cash flow forecasting in Xero Analytics Plus.
Xero customers can experience the power of GenAI-driven search today in Xero Central.