Case Study | Coveo Relevance Generative Answering

How to Increase Self‑Service Resolution by 20% in 6 Weeks

Go from simply solving customer problems to enhancing your entire CX. See how Xero uses Generative Answering to deliver a smoother, more personalized, intuitive journey – with proven ROI.

Generated answer for you

To manually import a bank statement into Xero, you can follow these steps:

1. Download your bank statement in a comma-separated value (CSV) format from your online banking, or create an import file using Xero's template.
2. Adjust the file details if necessary.
3. Save the bank statement file to your computer in the .csv format.
4. In Xero, go to the Accounting menu and select Bank Accounts.
5. For the relevant bank account, click Manage Account, then select Import a Statement.
6. Click the link to download the Xero CSV template file if you need to create your own import file.
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Rephrase:

Steps

Bullets

20 %

Increase in self-service resolution

90 min

To deploy Generative ML models

6 weeks

To achieve results

40 %

In cost reduction

87 %

Gross profit margin

Xero: At the Forefront of CX Innovation

Coveo customer since	2016
Industry	Cloud-based accounting software
Based in	New Zealand
Challenge	Unifying a scattered support experience to drive exponential customer growth & satisfaction
Method	Among other factors, making their wealth of information available to customers via self-service

1

Unifying knowledge with AI

By leveraging a single platform for all self-service interactions, Xero is able to unlock the vast amount of knowledge they have across their enterprise. This means accurate, fast service for millions of customers.

2

Scaling their scalability

By expanding Coveo to multiple use cases (Xero Central, In-Product Experience, Agent Assisted Support and more) they’ve created a smooth journey, allowing them to retain customers and grow exponentially.

3

GenAI: Results on Results

By implementing Generative Answering on top of all this success, they’ve moved from reactive to proactive support. Answering customer questions before they’re asked, increasing CSAT and keeping cost-to-serve down.

Generative Answering

Give customers & employees secure, accurate answers. Build trust, reduce cases & speed up resolutions.

Hybrid Search

Use the power of lexical, semantic and machine learning to connect customers to the most relevant info, insights & answers.
Boost efficiency – and CSAT.

AI Recommendations

Predict & prescribe what customers need with proactive models for content recommendations – lowering your cost-to-serve.

Unified Personalization

Automate content personalization for each customer’s context & intent. Boost loyalty with more relevant, personal experiences.

Get an In-Depth Look at Coveo’s Core Capabilities

18 years of innovation. A decade in AI. 700+ leading brands. Discover the Composable AI Search & Generative Experience Platform powering the digital experiences of the world’s most innovative enterprises.

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How to Increase Self‑Service Resolution by 20% in 6 Weeks

Proven Results

Xero: At the Forefront of CX Innovation

3 keys to Xero’s success