Case Study: Xero achieves faster, more personalized self-service support with Coveo

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

Xero, a global small business platform with 3.95 million subscribers, partnered with Coveo to deliver personalized, effortless self-service support at scale through its customer support platform, Xero Central. The challenge was to help millions of customers find answers faster while maintaining high-quality support and staying ahead in customer experience innovation.

Coveo implemented Relevance Generative Answering across Xero Central, building on its existing AI use to surface trusted, conversational answers securely. The results were strong: over 96% of questions are answered with Coveo-surfaced content, average search time dropped by 40%, and sessions needing additional customer experience support fell by 20%.

Xero

Nigel Piper

Executive General Manager