Just Now Possible

Turning Vendor Chaos into Answers: How Xelix Built an AI Helpdesk

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Guests

  • Claire Smid — AI Engineer, Xelix
  • Emilija Gransaull — Back-End Tech Lead, Xelix
  • Talal A. — Product Manager, Xelix

    • Key Takeaways

    • Start narrow to win: pick high-volume, high-cost requests (invoice status & reminders).
    • Enrichment > magic: accurate replies come from great retrieval/matching, not just a bigger LLM.
    • Design for adoption: familiar inbox view helps onboarding, but a ticket-first UI unlocks AI features.
    • Measure outcomes, not vibes: track “messages sent from Helpdesk”, % auto-resolved.
    • Confidence builds trust: show match quality and response confidence so humans know when to edit.

      • 0:00 Meet the Team: Claire, Emilija, and Talal

      00:36 Introduction to Xelix and Its Products
      01:08 Understanding Accounts Payable Teams
      01:37 Help Desk Product Overview
      03:11 Challenges Faced by Accounts Payable Teams
      04:03 AI Integration in Help Desk
      05:47 Automating Reconciliation Requests
      07:45 Development Methodology: Carpaccio
      09:11 Prototyping and Beta Testing
      12:00 Manual Tagging and Data Collection
      16:39 Focusing on High-Impact Use Cases
      18:55 User Experience and Interface Design
      24:56 Pipeline Architecture and Email Processing
      28:21 Data Enrichment Challenges
      29:04 Handling Vendor Identification
      33:33 Email Thread Management
      36:15 Generating Accurate Responses
      40:48 Evaluating System Performance
      49:20 Future Developments and Goals

      ...more
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      Just Now PossibleBy Teresa Torres