Just Now Possible Turning Vendor Chaos into Answers: How Xelix Built an AI Helpdesk
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Nov 13, 2025 Claire Smid, an AI engineer at Xelix, Emilija Gransaull, back-end tech lead, and Talal A., product manager, dive deep into revolutionizing vendor communications through AI-driven help desks. They share insights on automating high-impact tasks like invoice status inquiries, utilizing an effective email processing pipeline, and creating user-friendly interfaces for seamless adoption. The team highlights the importance of measuring match confidence and response accuracy, while discussing their innovative Carpaccio development process for rapid feedback.
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Team Manually Tagged Inboxes
- Talal and team manually tagged hundreds of customer emails to understand volume and categories.
- The tagging took a full day for ~250 emails and built deep empathy for AP users' workload.
Balance Familiar UI With Ticket Focus
- Make onboarding easy by mimicking a familiar inbox, then nudge users to a ticket-first UI for AI features.
- Provide both views so customers can migrate at their own pace.
Pipeline: Enrich Before Generating
- The processing pipeline enriches emails with vendor, attachment, and category data before any generation step.
- Many tasks run in parallel, and only well-enriched tickets enter the generate-response path.