My cases is described as enabling customers to move away from email correspondence. Xero says it has not used in-bound phone calls for support. The new system means, "We can provide high-value answers at speed with the use of machine learning,” according to Nigel Piper, executive general manager of customer success. 

The company said the platform gives customers more control over their support cases. It notes having access to past cases is important because “a large majority of queries are solved via customers accessing pre-existing content.”