Zenegy x Horaizon: From Chatbot to Full-Scale AI Transformation

Zenegy's support team handles thousands of inquiries every month. Many of these involve recurring questions about payroll setup, accounting procedures, or how to navigate the platform. The company wanted to reduce response times, make customers more self-sufficient, and allow human support agents to focus on higher-value issues.

But the challenge was twofold:

As CEO Jacob Wandt explains: "If we don't prioritize AI now, we risk losing our competitive edge. It's not about hype — it's about staying ahead. We saw clear opportunities to improve customer experience and efficiency, and we were ready to take those bets."

Together, Horaizon and Zenegy built a custom AI Support Chatbot, powered by Zenegy's internal help articles and advanced semantic search. The chatbot helps users find accurate answers instantly — reducing pressure on the support team while maintaining Zenegy's high service standards.

The implementation included:

Trine, Product Manager for Zenegy Numbers, notes: "The Support Chatbot was really the start of our AI journey. The idea was to make our users as self-sufficient as possible — solving their issues without needing to contact us. That's great for customers, and it frees up our team to focus on more complex, rewarding tasks."

The partnership between Zenegy and Horaizon quickly grew into a collaborative ecosystem built on trust, feedback, and rapid iteration.

One of Zenegy's core support agents and early testers highlights the process: "I'll admit I was skeptical at first — a lot of chatbots out there don't really help. But I've been very pleasantly surprised. You listened to our feedback, responded quickly, and made changes that genuinely improved things. That's rare."

They continue: "We've learned a lot from the data. When customers ask questions, we can see which articles are missing information or keywords. That helps us improve not just the chatbot — but our whole support system."

Horaizon's flexibility and strategic mindset also stood out. Trine reflects: "You don't just understand AI — you understand the strategy behind it. And you were receptive to our needs for control and reporting. Because it's AI, there's a lot of compliance and oversight involved. You helped us create a structure that fits our reality."

For CEO Jacob Wandt, the chatbot was just the beginning of something much larger.

"We're using AI from start to finish — from generating leads through our Academy project, to onboarding and migrating new customers, to supporting them once they're live. Eventually, we'll even integrate AI into our app with dedicated AI Agents for finance, HR, and bookkeeping." — Jacob Wandt, CEO of Zenegy

This end-to-end view is also why Zenegy chose to work with Horaizon rather than building internally. "Even though we're an agile company, our development teams are already heavily engaged. Working with Horaizon allowed us to move faster — running AI projects in parallel with our core teams. It gave us the speed and agility we needed."

However, Jacob emphasizes that the technology remains part of Zenegy's DNA: "We host everything in-house because AI needs to become part of who we are — not something outsourced. Especially in payroll and accounting, compliance is critical. Keeping control internally just makes sense."

The chatbot has now become a central component of Zenegy's support ecosystem — helping both customers and employees every day. Early results speak for themselves:

As Jacob explains: "AI helps employees focus where they add real value. The basic knowledge should be handled by AI, freeing people up for meaningful work. It's a tool — not a replacement."

Zenegy and Horaizon continue to expand their partnership across new AI initiatives:

"We're really excited for the next phase," says Jacob. "Especially the in-app AI agents — we expect them to create huge value for our customers."