Concierge AI: Internal Guide

This guide explains how Concierge AI works and how to position it in terms of customer outcomes.

Use this when:

  • Explaining Concierge AI to customers
  • Handling objections about AI or automation
  • Promoting Expensify’s automation capabilities

Overview

Concierge AI is a proactive, in-product assistant that helps users complete work and improve how they use Expensify. It functions as:

  • A realtime support rep
  • An expense assistant that updates and manages expenses
  • A product expert that helps configure and optimize workflows

Concierge AI as a realtime support rep

Referred to as Concierge externally (and AgentZero internally), it combines AI and human support. AI handles the majority of questions instantly, but when it can’t conversations are automatically escalated to a human. Customers can also request a human at any time, ensuring they never get stuck.

What it does:

  • Answers product questions in realtime using knowledge from Expensify’s help site.
  • Has visibility into user account details (platform, user role, workspace configuration) and uses that context to tailor responses
  • Can explain why an automated action was taken in Expensify, such as a category being applied, a report being auto-submitted, or a reimbursement being triggered.
  • Escalates to humans when:
    • The answer can’t confidently be found on the help site (Example: the help site information contradicts itself)
    • Dealing with known scenario that are high-risk or require human support (Example: Expensify Card disputes)
    • The customer requests it (Example: Can I speak with a human)

How to position it:

  • Concierge is AI-powered realtime product support inside Expensify
  • Provides instant, context-aware support 24/7 365
  • You can speak to a human at any time

Help doc: Support Agent

Concerge AI as an expense assistant

Expense Assistant allows users to manage expenses using natural language—directly in chat. Users can message Concierge from an expense, report, workspace chat, or DM, and it will take action in real time.

What it does:

  • Creates new expenses
  • Adds and updates expense details (merchant, amount, description, etc.)
  • Move expenses between reports
  • Automatically categorizes expenses based on past behavior and workspace rules

How to position it:

  • It reduces manual work and employee coding mistakes by handling expense categorization for you
  • Great for making quick edits on the fly without having to navigate expense lists (“Make this Starbucks reimbursable and add it to my New York trip report”
  • Changes are easy to undo if you make a mistake (“Oops, that Starbucks expense shouldn’t be reimbursable, can you update it?)
  • You can always ask ‘why,’ and it will explain anything that it did.

Help doc: Expense Assisnant

Concierge AI as a product expert

Concierge AI can help you configure your workspace based on a description of what you want to accomplish. You just type a message in the workspace #admins chat telling it what want to do, and it will suggest how to accomplish it and walk you through how to set it up yourself.

What it does:

  • Recommends workspace settings and workflows.
  • Guides admins step-by-step through configuration.
  • Confirms how configurations work and suggests improvements.

How to position it:

  • Admins don’t need deep product expertise to manage their workspace
  • You can describe a goal, and Concierge will help translate it into configuration
  • You can chat through workflow scenarios with Concierge AI before making configuration adjustments.

Coming soon

Virtual CFO

Virtual CFO analyzes spend data to surface patterns and insights directly in Expensify. Planned release is mid-April 2026.

What it will do:

  • Send monthly summaries of workspace spend to the #admins room (rolling out in phases)
  • Highlight trends, anomalies, and key drivers of spend
    • Example: “Jacquelin drove 38% of total spend this month, up 12% MoM, primarily due to increased cloud usage.”
  • Support on-demand analysis in chat, including summaries and visualizations
    • Example: “Alice was the top spender last month. Here is a chart showing each member’s total spend.”

How to position it:

  • Analyze financial data without needing to deal with spreadsheets and formulas.
  • Intelligent analysis surfaces insights proactively, instead of relying on reactive reporting
  • You can analyze spend patterns, discuss them with other admins, and make any relevant workflow adjustments all in one place.

More info

How Concierge AI Helps With Sales And Onboarding

Concierge AI helps qualify and route new customers based on factors like company size, accounting setup, and product interest.

Customers are then routed to:

  • Self-service onboarding with Concierge (≤10 employees)
    • Concierge proactively reaches out to walk new customers through a series of suggested setup steps.
  • Setup specialists (≥11 employees)
  • Customers are connected with a dedicated Guide.

How Concierge AI improves over time

Concierge AI continuously improves through a combination of product, data, and operational updates.

Ongoing improvements include:

  • Help site updates to improve response accuracy
  • Prompt tuning to refine escalation behavior
  • New feature releases that expand capabilities

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