Real-time customer support agent (internal code name Lucy) in chat and on Xero Central, with handoff to human specialists
Very proud to see us have created this capability and launched it to 100% of customers globally this springFrom the source, 2026-09-16
What happened
Xero built a real-time support agent on Salesforce Agentforce, code-named Lucy, that answers straightforward questions from Xero's help content and the customer's context and hands complex cases to specialists with the full transcript. CEO Sukhinder Singh Cassidy said it went live to 100% of chat customers globally in spring 2026 and was extended in early July to Xero Central, which has more than 1.7 million monthly sessions. In September she said it resolves 62% of issues instantly, and Salesforce's undated customer story cites about 500,000 service agent conversations since launch.
Sources
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- Company
- Xero
- Industry
- Software (small business accounting)
- Vendor / platform
- Salesforce (Agentforce)
- Type
- Customer-facing agent
- Status
- Scaled
- Evidence date
- 2026-09-16
- Source
- https://www.linkedin.com/posts/sukhinders_so-great-to-see-the-work-of-the-xero-team-activity-7506035631395848193-llpS
- Notes
- Dated source is the CEO's LinkedIn post. Salesforce's customer story is undated.
- Last checked
- 2026-10-20
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.