BILL transforms customer experience with DevRev’s AI platform, saves $5M while significantly improving customer satisfaction

The company

BILL is a U.S.-based financial technology platform processing millions of transactions for 500,000 SMBs. Operating across payments, accounts payable, and financial workflow automation, it supports mission-critical financial operations in one of the world’s most regulated markets.

With annual revenue exceeding $1.6 billion, customer support had evolved from an operational function into a strategic imperative. It needed to scale without compromising trust, compliance, or customer experience.

We spoke with BILL’s leadership team to understand how they transformed support into an AI-powered advantage.

The challenge

BILL handles approximately 1.4 million customer queries annually with a support burden already in the tens of millions of dollars. Costs were rising faster than headcount, making the model financially unsustainable. Leaders faced a difficult trade-off: continue expanding teams or accept slower response times in a business where trust and accuracy are non-negotiable.

The issue wasn’t just volume. It was fragmentation.

Critical knowledge lived across disconnected systems: product documentation, historical cases, internal knowledge bases, and heavily customized Salesforce workflows built over years. BILL’s Support Representatives toggled between tools to reconstruct customer context, slowing resolution and increasing uncertainty during complex escalations.

Salesforce was deeply embedded as the system of record. Replacing it was not an option. Any solution had to integrate seamlessly without disrupting workflows or erasing institutional knowledge.

Previous self-service initiatives delivered marginal cost savings but often degraded customer experience. Leadership faced a hard constraint: materially reduce costs without eroding trust.

More than 15 alternatives were evaluated — including Salesforce’s native AI, enterprise search platforms, Google offerings, and internal build options. None delivered all three requirements simultaneously:

The mandate was clear: achieve at least 30% query deflection, with a credible path to 60%, while maintaining or improving customer satisfaction.

The solution

After a highly competitive evaluation process, BILL selected DevRev as its enterprise AI agent platform. “Customer experience is a top priority for us, and AI presented a real opportunity to set a new standard while reducing cost,” said Steve Januario, Global CIO at BILL. “With DevRev, we’re seeing how agentic AI can actually reduce support costs and help customers get the answers they need faster, without compromising on quality.”

Leadership viewed the initiative as more than just a cost optimization project. While support efficiency was the immediate driver, they required an AI-native foundation capable of extending into onboarding, collections, and broader customer workflows over time. DevRev was the only platform that met both short-term impact thresholds and long-term scalability expectations.

Implementation progressed in two stages: internal enablement followed by customer-facing automation.

Computer for Customer Experience AI Agent

BILL extended an intelligence layer to customers through an AI agent deployed across in-product, web, and mobile experiences.

Consistency across channels was critical. Customers could engage the AI agent directly inside BILL’s product and mobile app, receiving the same context-aware support regardless of touchpoint.

Before full rollout, BILL conducted a proof of concept using 200,000 real customer queries. DevRev’s AI agents achieved a 70% resolution rate, exceeding the 30% approval threshold.

In production, the Computer for Customer Experience AI agent became the first line of response for the 800,000 customer inquiries. For common issues, customers received accurate answers in seconds from day one, and the speed of responses continues to improve. For complex cases, the agent intelligently triaged requests, executed automated workflows when appropriate, or escalated to human agents with the full context preserved. This was possible through a deep integration with Salesforce, which allowed human agents to use the native chat interface in Salesforce powered by DevRev's AI Agent.

The AI agent didn’t merely route tickets. It could authenticate users, create and update Salesforce cases, and orchestrate agent-to-agent workflows within BILL’s SaaS environment. Human agents operated inside native Salesforce chat with complete conversation history intact.

Computer for Search

In parallel, DevRev’s Computer for Search alone handles over 600,000 search queries annually and enables customers and teams to retrieve trusted information beyond conversational interfaces.

Computer’s centralized Memory consolidated product documentation, historical support data, and Salesforce context into a single searchable intelligence layer. Instead of piecing together answers across tools, customers could retrieve precise, contextual responses in seconds.

The impact

Computer by DevRev helped BILL achieve their self‑serve rate goals resulting in a corresponding reduction in handled support volume and costs. That progress came quickly — the program hit meaningful deflection above the 30% answer rate goal within six months, which put BILL on track to exceed its $5M internal savings goal. Increasing self‑serve rate has further scaled annualized cost avoidance and the upside continues to climb based on the focus of the DevRev team on achieving these results in partnership with BILL. Each additional percentage point of deflection represents meaningful additional savings as the program scales.

Customer satisfaction improved, validating that automation enhanced efficiency without compromising trust. AI-resolved queries are typically answered in seconds, compared to minutes or hours in traditional workflows. As one leader noted:

“Deflection only matters if it resolves the issue correctly. DevRev’s agents handled real financial questions accurately, which is why customer satisfaction remained stable.”

Support has evolved into a continuously learning system. Human agents shifted their focus from repetitive tickets to complex financial scenarios requiring judgment and domain expertise. From initial engagement in August 2025 to production rollout in September 2025 DevRev reached full deployment across Network, SMB, and Middle Market segments. The deployment supported approximately eight million members/users across 500,000 customers, and this was done in just 15 weeks. Adoption velocity confirmed not just technical success,but customer preference, and the measurable impact continues to grow with support from the DevRev team.

Top features

The benefits

Looking ahead

BILL continues to scale deflection while expanding AI into proactive support. DevRev is set to replace the existing Support Portal, power customer and developer support experiences, and surface AI-driven intelligence directly inside Salesforce dashboards.

As the AI model continues learning from financial workflows, its specialization deepens - strengthening accuracy, regulatory discipline, and domain relevance. This growing expertise differentiates BILL’s approach from generic AI implementations lacking financial context.

What began as a reduction in support cost initiative evolved into a foundation for enterprise-wide AI adoption across sales, onboarding, collections, and account management, establishing a model that peers in the industry are beginning to study.