Global small business platform, Xero has implemented a Generative AI (GenAI) solution in Xero Central to help deliver accurate support answers faster for customers and users.

In partnership with Coveo and powered by GenAI, generated answers are available in Xero Central –Xero’s customer support and learning site – and the feature is just one of Xero’s GenAI experiments recently announced at Xerocon Sydney.

The use of GenAI-driven search in Xero Central leverages Coveo’s platform and works by integrating generative answers so when customers enter a search term or question, they receive an answer as well as other relevant content articles.

The answers are generated from Xero’s support content articles, written by the Xero team. Customers get the information they need faster and can filter their searches based on whether they are a small business, or an accountant or bookkeeper.

Xero executive general manager – customer experience, Nigel Piper said, “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.

“It’s about making it as simple and intuitive as possible for customers to find the information they need to solve their problem so they can get back to running their business or supporting their clients. The feedback we’re getting already on the generated answers has been hugely positive. We understand customers like to have a choice too, so customers can continue to raise a support case for one-on-one assistance or request a phone call from one of our customer support specialists.”

Coveo CEO and chairman, Louis Tetu said, “Xero understood early the AI-experience advantage when it comes to creating a best-in-class customer experience. Xero is a forward-thinking organisation, together we are exploring the possibilities that semantic search and GenAI can bring – or will bring – to digital experiences.”