Xero, with 4 million subscribers, sought to improve customer service by expanding self-service to social media and adopting GenAI chatbots for faster responses. Partnering with Slalom and Salesforce, they implemented Coveo’s Relevance Generative Answering within Salesforce, integrated with Einstein Bot on Facebook Messenger and Service Cloud. This hybrid retrieval approach delivered accurate, conversational answers and escalated cases seamlessly when needed, helping agents resolve issues faster. Results included a 30% reduction in specialist support needs, 80% less time spent monitoring Messenger, and 75% fewer messages requiring manual handling, significantly enhancing Xero’s digital-first support model.

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