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How Xero slashed customer search time by 40% with generative AI


Presented by Coveo


Global small business platform Xero has 3.95 million subscribers, and a hefty chunk of them are spending less time on the company’s customer support and learning site, Xero Central, and that’s good news, says Nigel Piper, executive general manager — customer, at Xero.

It’s early days, but the company has seen the average customer search time decrease approximately 40%, while search sessions that require additional customer service support decreased by…



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