Problem

Sage Intacct customers struggled with the manual process of reviewing budget variances in their organizations. This typically involved identifying, explaining, and then acting on budget deviations, 3 separate actions that required time and effort to complete.

Solution

The Sage Intacct design team created a new Sage Copilot chatbot experience that used prompt templates to give users fast and easy access to view and act on budget variances. 

A priority was placed on building trust with customers, because user analysis had revealed that customers were hesitant about AI products handling their financial data. For example, we made sure to add the How Copilot worked this out content to ease any concerns about data security.

Outcome

Designing the content for one of the first Sage Copilot products gave me the opportunity to begin drafting new guidelines for AI, Copilot, and conversation that could eventually be added to our company style guide for all content designers to use.

Result

Sage Copilot for Variance Analysis established trust among early adopter (EA) customers, even those who were initially skeptical about using an AI tool for financial data.

Demo video (2 min)

Impact

The new Sage Copilot product set a foundational layer of trust with Sage Intacct customers. That win, combined with the new set of content guidelines for AI, Copilot, and conversation gave the Sage Intacct team a solid baseline from which to grow and innovate with AI. 

Lesson learned

Listening to customers was critical to the success of this AI product. Addressing customer concerns about data loss and data privacy clearly helped our team to establish the trust that customers needed to feel when using Sage Copilot, and that trust will need to be continuously nurtured moving forward.