Hi friends, builders, customers and partners. What a year! There is so much happening from all aspects: macroeconomic, political and, of course, business. It seems things are speeding up instead of slowing down. I wanted to take a moment — a pause, really — to not only catch all of us up on Coveo’s latest innovations, but also talk about why they matter.
As I prepared our Fall Release package, I was honestly wowed at the pace of innovation from our team. A lot has been delivered in just six short months. We have released some seriously impressive additions to our platform — many of which are substantial and expected to deliver meaningful change for enterprises everywhere.
One word frequently comes to mind when I think about what we do and what sets us apart from others (and of course one word does not do our product or any product justice). That word is: agnostic.
We are building agnostic search, AI, and knowledge discovery products which means we are uniquely positioned to help enterprises solve for the single largest challenge they have; that is, being able to unlock value from siloed content and knowledge stored in thousands of disparate systems and terabytes of structured and unstructured data.
You see, enterprises have hundreds and thousands of platforms in place; which means they have a lot of vendors selling them more bells and whistles for said platform. But these platforms and vendors rarely think or plan beyond their ecosystem, leaving enterprises left alone to figure out how to unify, consolidate, integrate, and connect these technologies. That’s where Coveo comes in.
Beyond unifying access to enterprise knowledge in a consistent, standard, and secure way, Coveo’s AI, Search, Generative Answering and purpose-built models such as Case Deflection and Smart Snippets can be used within any UI or system – instantly making that system and/or UI better, and drastically improving the end user experience.
This Fall, you will see our innovations cross a few key categories. Of course, it will be focused on bringing new features and capabilities to our generative answering solution for end-users. But it is also introducing back-end knowledge management tooling to give more control on the answers.
You will see a lot of activity on our integration side. We are focused on helping connect the enterprise and have acknowledged the thousands of siloed systems which we want to de-silo.
And you will see a ton on the commerce merchandising side; aimed at equipping merchandisers with game-changing tech that is easy to implement, while being fast to see results.
So, let’s dive in.
1. Relevance Generative Answering (RGA): Enhancing CX
Relevance Generative Answering (RGA) continues to be a cornerstone of Coveo’s platform, and this release enhances its capabilities across several areas. For businesses looking to elevate their self-service portals, RGA now includes rich text formatting and follow-up questions, fostering keener understanding and a persistent exchange for all users.
Key Enhancements:
- Follow-Up Questions: Guide users into deeper discovery by generating relevant follow-up questions that anticipate their needs.
- Passage Retrieval API: Fast-track your GenAI success with this API, retrieving the most relevant passages for Large Language Models (LLMs) to improve answer accuracy.
- Rich Text Formatting: Answers will now be displayed with enhanced formatting, improving clarity and making it easier for users to digest information.
- Multilingual Answers: Support your multinational users by providing answers in local languages. Content must exist in the local language
By delivering clear, consistent answers, organizations can improve case deflection and overall customer satisfaction, all while reducing the load on support agents. This is especially critical for large enterprises balancing customer experience with operational efficiency.
2. Enhanced Search Merchandising for Commerce Teams
Commerce teams will love the new tools included in our Merchandising Hub, designed to improve how products are managed and displayed within search results. These features allow teams to focus on strategic business goals like promoting high-margin products, while also improving the overall relevance of search results for shoppers.
Highlights Include:
- Localized Merchandising: Tailor your merchandising strategies to specific regions or markets, ensuring your product offerings resonate with local audiences.
- Synonym Management: Streamline how synonyms are handled within search to deliver more precise product recommendations.
- Ranking Visibility and Rule Scheduling: Gain transparency into how products are ranked, and schedule rules that automatically adjust rankings based on seasonal promotions or business priorities.
With these tools, merchandising teams can maximize revenue by optimizing search relevance while reducing the manual work required to curate product displays.
3. Boosting Agent Efficiency with New Service Integrations
Coveo continues to expand its ecosystem with enhanced integrations that make it easier for service teams to deliver exceptional customer support. The Coveo for Genesys integration is particularly notable, enabling agents to search across knowledge repositories without the need for costly content migrations. This feature helps agents quickly find relevant information, speeding up issue resolution.
Other Integrations to Look Forward to:
- Coveo for Salesforce Data Cloud: Unified search and customer relationship management data, allowing for a more seamless and personalized service experience.
- Coveo for SAP Service Cloud: Empower agents with secure, reliable generative answers sourced from across the enterprise, improving issue resolution speed.
These integrations not only enhance agent performance but also improve overall customer satisfaction by delivering faster, more accurate answers in real-time.
4. Knowledge Hub: Putting Knowledge Managers in Control
Managing the knowledge that powers Coveo’s AI just got easier. The new Knowledge Hub offers Knowledge Managers and Subject Matter Experts (SMEs) more control over the performance of Relevance Generative Answering.
Key Features Include:
- Qualitative Evaluations: Allows Knowledge Managers to evaluate the quality of generated answers and fine-tune performance.
- Chunk Inspector: This feature provides transparency into which content chunks were used to generate an answer, making troubleshooting much more efficient.
The Knowledge Hub gives teams the power to ensure that their AI-driven answers are accurate, relevant, and optimized for their specific business needs. For large organizations, this level of control can significantly improve the effectiveness of their AI investments, ensuring consistent and high-quality customer and employee interactions.
5. Scalable Performance for Enterprise Solutions
For enterprises with large volumes of data, Coveo’s Fall 2024 release introduces increased vector search capacity, enabling businesses to scale their AI-powered search solutions effortlessly. Whether you’re managing millions of documents or billions of vectors, Coveo’s platform now supports greater capacity to ensure high-performance search and retrieval.
Key Enhancements:
- Support for Up to 50M Vectors: Handle large datasets with ease, ensuring that search results are accurate and fast, even at scale.
- Improved Queries Per Second (QPS): Enhance performance for high-demand environments, ensuring smooth and fast search experiences, even during peak traffic periods.
This scaling capability is essential for enterprises looking to future-proof their search solutions and accommodate growing content libraries without compromising on speed or accuracy.
Relevant Reading: Get the 101 on Vector Search
6. Enterprise-Grade Security: Take Control with BYOK
Security remains a top priority, and Coveo’s new Bring Your Own Key (BYOK) feature allows enterprises to take full control of their encryption. With BYOK, you can revoke access to your indexed data at any time using an AWS encryption key, ensuring that your data remains secure and compliant with industry regulations.
In addition to BYOK, Coveo continues to deliver robust security features, including encryption of all data at rest and in transit. With the latest ISO 27018:2019 certification, Coveo ensures that your organization can confidently manage sensitive data in compliance with the highest standards.
7. User Actions for Enhanced Service Journeys
Understanding the complete customer journey is essential for delivering personalized and effective support. Coveo’s User Actions feature enables agents to gain visibility into a customer’s digital journey before they submit a case, helping agents provide more informed and contextually relevant assistance.
Available for Any UI:
- Headless V3
- Atomic V3
- Quantic V3
This feature is a game-changer for service teams, allowing them to proactively address customer needs based on their previous interactions and touchpoints.
8. Future-Proof Your Search & UI Frameworks
Coveo’s latest updates to the Headless, Atomic, and Quantic UI frameworks ensure that your search experiences remain modern and future-proof. These updates reduce technical debt, making it easier for IT teams to manage, while still delivering advanced digital experiences.
Benefits:
- Modern Digital Experiences: Stay ahead of the curve by leveraging the latest in AI and GenAI innovations.
- Seamless Upgrades: Easily transition to newer versions without disrupting your existing workflows or user experiences.
These improvements mean that organizations can continue to innovate without worrying about their search technology becoming outdated or unsupported.
The Fall 2024 release is packed with features that cater to the unique needs of enterprises looking to scale, innovate, and optimize their digital experiences. From improved case deflection and customer service to enhanced merchandising and enterprise security, Coveo continues to lead the way in AI-powered solutions for digital experience optimization. Stay tuned as we dive deeper into each of these features in the coming weeks, offering in-depth insights on how they can transform your business.
For all the details, tune in to New in Coveo: