Case Study: Xero achieves faster, more accurate customer support with Slalom

Opening new ways to meet customers where they are

Xero wanted to improve customer support and meet customers where they are, while handling Facebook Messenger inquiries more efficiently. Working with Slalom, Xero explored a safe, ethical use of generative AI as part of its customer experience strategy, integrating the solution into its existing Salesforce production environment.

Slalom helped Xero deliver a fully operational GenAI implementation connected to Facebook Messenger in just 10 weeks. Based on historical response analysis and prototype results, the chatbot is expected to reduce issues requiring specialist support by 50%, freeing the team to focus on more complex customer queries and enabling faster, more accurate responses for Xero customers.

Xero

Nigel Piper

Executive General Manager