Settings and activity
24 results found
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2 votes
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Martin Danger
shared this idea
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36 votes
Hi everyone, we wanted to let you know about a new update to the navigation help menu that's in the process of rolling out in Xero.
We're introducing an AI generated answer field to the content search results in the existing help box within Xero blue, HQ and Xero Me. When you search or ask a question in this box you'll receive an AI generated answer based on Xero Central support content that's displayed above the regular search results.
Introducing generative AI to our navigation help menu will help to improve the results returned by the search function, saving you time especially if you're just getting started in Xero, or doing a task you don't do often.
We aim to have this to all users over the next week, and I'll round back to confirm when available to 100%.
An error occurred while saving the comment Martin Danger
commented
Will the generative AI be trained prior to release and if so, to what level? Will users end up training the AI? If so, what compensation will users receive for doing this work for Xero?
As a Xero user, I'm getting a little wary of being the experimental subject or the beta tester. As a paying user, I expect to receive a product that works. And I expect that product to continue working without having features removed. I don't expect to have to spend more time search for info that includes determining whether the AI got it right.
An error occurred while saving the comment Martin Danger
commented
Hi Kelly,
with this suggestion, if the chatbot ends up being implemented, will anything be done to the "With Xero you get free online support 24/7 from our customer support team" claim that Xero makes? Is Xero going to define a "team member" to include a chatbot?An error occurred while saving the comment Martin Danger
commented
The way support is provided is extremely disruptive to my workflow. Long story short, the process prioritises Xero's time over my time.
I can't contact support 24/7. I can only send a request for support to contact me. And they get back to me when it's convenient for them.
It's misleading to advertise that Xero offers 24/7 support. They don't. At most, they offer an opportunity to ask for support 24/7.
Why is it that the person who pays for the product, a product that is supposed to streamline bookkeeping tasks because time is precious, especially for a small business, why is it that the person who pays has their time treated as less important than the person who is getting paid to provide the service?
And the AI chat bot - this tool is a search tool. When I contact support, 95% of the time it is because I have a real issue, not a lack of knowledge issue. All these "improvements" improve Xero's profitability, not your own ability to make some money.
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4 votes
An error occurred while saving the comment Martin Danger
commented
For anyone who finds this misleading behaviour concerning, please lodge a complaint about to your local consumer affairs authority. After all, misleading conduct is supposed to be illegal under the Australian Consumer Law.
An error occurred while saving the comment Martin Danger
commented
It's a shame that Xero has not responded to this idea themselves to at least acknowledge their statements aren't very accurate to say the least.
Martin Danger
shared this idea
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4 votes
Appreciate the feedback, Martin. As you noted you do need to search ideas first and to create one you'll need to enter a forum and search where you'll then get an option to Post a new idea if lone of the results doesn't match what you're after.
Understand how this could be simpler and while we don't have any immediate plans on this, we;ll update you here if any are made.
An error occurred while saving the comment Martin Danger
commented
How about amending the wording?
You say that "to create one you'll need to enter a forum and search where you'll then get an option to Post a new idea if lone of the results doesn't match what you're after." Why don't you tell users that in the first place?The product ideas home page doesn't even mention that you can submit an idea unless "sharing an idea" is supposed to mean submitting an idea. "Sharing" has a meaning in the social media context that people will use here - which is to send that link/info/idea to friends - that isn't submitting an idea to Xero.
And if you can figure that "sharing an idea" means submitting it xero, the page gives you zero clues about how to "share that idea". As the user, you have assume that you will find out how to do that soon, maybe on the next page?Keep the language simple. Tell users the information they are looking for (how to submit an idea). No need to sacrifice the readability of content just so you can use more popular industry jargon that doesn't quite fit the scenario.
The search box - have text that says something like "enter your idea here:"
and when you enter it and it searches automatically, include in the search result "Your idea isn't in these search results. Click here to submit your idea."I'm not sure how you test these interface designs, but it seems to me that the people who test them might be too familiar with them to see these issues that users will encounter.
Martin Danger
shared this idea
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Xero's approach to features is to prioritise features that are used by the majority of users. This approach means that they are aiming for a product that caters to the lowest common denominator (whether Xero is aware of this or not).
By restricting my choice (a minority of users), and ignoring my request, Xero also restrict the choice of many others who don't go to the trouble to make comments such as these.
Xero will likely restrict your choice in the future too. While most of the things you do right now are also done by the majority of other users, you will also do some things in ways that only a minority of users do.
The "satisfy the majority" approach is doomed to fail, and doomed in the mean time to make your workflow more difficult.