Comment augmenter de 20 % le taux de résolution de problèmes par auto-assistance en seulement 6 semaines ?

As a global small business platform with 3.95 million subscribers, we had a single goal when we partnered with Coveo back in 2016: To offer best-in-class, personalized, effortless support to millions of customers globally. And that’s what we deliver today. Since then, we’ve applied Coveo AI across multiple different use cases. Over 96% of questions asked in our customer support platform, Xero Central, are answered with content surfaced by Coveo. This allows millions of interactions with customers to improve the experience without compromising on service. Now, we want to stay at the forefront of innovative customer experiences. That’s why, when Coveo invited us to test out their new Relevance Generative Answering - made for customer experience - we knew it would be a significant step forward. What started with a test turned quickly into rolling out to our global support platform, Xero Central, and the transformation is outstanding. With Coveo's Relevance Generative Answering, our customers are searching less and getting what they need faster. Average search time is reduced by 40%. And we’ve also seen a 20% decrease in sessions needing additional Customer Experience support. We’re delivering accurate, trusted, conversational answers directly to our customers – securely. Every time someone asks a question, every time we solve an opportunity for someone, they find and discover new features and products on our platform. They stay, and that’s a great outcome for us. The feedback we’re getting on our generated answers has been hugely positive. We’re not only solving problems, but enhancing our customers' experience. With Coveo, our customers have a smoother, more personalized, more intuitive journey. And we’re truly at the forefront of innovative customer experiences today and in the future.