A conversational AI-driven guide
I was part of an ambitious project to rollout and co-design the conversational chatbot experience for the largest accounting software firm in the Netherlands. We formed a start-up within a big corporate. The premise is simple: it just answers questions. Users conversationally get answers to their questions.
We introduced the Exact Assistant: a seamlessly integrated generative interface for AI-enabled tools into the flagship cloud accountancy suite (Exact Online).
CONTEXT
Work smarter, not harder
As one of the largest software companies in Europe Exact aims to continuously innovate and bring additional value to customers, whilst upholding the reliability and quality of the software. AI is integrated for years, delivering productivity advantages for customers.
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We continuously innovate while maintaining product reliability and quality.
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AI has been part of the products for years, delivering productivity advantages.
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The innovation is watched closely and monitored by all forces in the market; from competitors, investors, to partners and customers.
THE CHALLENGE
AI with a human touch
At Exact, we see AI as a ‘collaborative partner’ that allows us to offer our customers even better products and services and further relieve them of their burdens. While we embrace this technological development, we believe in a human-centered approach. This means we see AI as a valuable addition to human work. If software can support you with routine tasks and provide advice when you need it, you have time for more deep work.
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AI as a collaborative partner, enhancing routine tasks and freeing up time for ‘deep’ work.
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Users entrust us with important data. We should be transparent and compliant with privacy, security, and regulations.
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Empowers customers to answer questions and navigate processes independently.
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The support department handles 200K cases yearly, more is not realistic.
DISCOVERY
Just answer questions
As an internal design consultant and customer journey owner, I collaborated with the tech and product design teams to craft the rationale and shape interactions. Working within the Customer Success department, I amplified the voice of the customer. I was a member of the ‘go to market’ team.
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Conducted live user beta testing with increasing groups of users (200, 1.2K, 2.4K, 5K) to collect feedback on usability and interface.
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Measured AI’s effectiveness in providing in-product help and guidance, as well as gauging user sentiment.
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Together with a data scientist I built a dashboard for adoption and feedback tracking. This informed the decision-making at board level.
SOLUTION
Helpful guidance
A helping hand for entrepreneurs and bookkeepers. This AI-driven tool seamlessly integrates into our flagship cloud accountancy suite: Exact Online. It answers user questions conversationally. It allows for self-service by the customer to answer questions, explain processes, or show a menu path to navigate.
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Guides users to the right location in the software.
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Answers practical questions based on the documentation database.
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Helps prevent errors and solve problems with action-driven insights, and provides valuable customer information by combining internal data with external sources.
IMPACT
Launch with a bang
The most radical update since 2005 since the product suite went in the cloud, that’s how the CEO announced it. The feature was announced with a big bang during the yearly client event during the keynote speeches of the CEO and the Chief Product Officer on June 19, 2024. The launch is just the beginning: the Assistant’s capabilities will be expanded in the future.
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Empowers users to independently answer questions and navigate processes.
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Enhances user experience and satisfaction through effective AI assistance.
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Signals a commitment to continuous innovation and customer value.
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Very high case deflection, so the easy or seasonal questions are being answered by the Assistant.
