Every digital interaction a customer has with a brand shapes their overall experience. For enterprises, this means that crafting cohesive, personalized, and impactful digital experiences (DX) is no longer optional — it’s required. According to Gartner, 89% of companies compete primarily on CX. In addition to this, Qualtrics found that $3.7 trillion of revenue is at risk due to bad customer experience.
Coveo and Salesforce have partnered to unify fragmented systems, improve personalization, and deliver tangible results across multiple digital touchpoints with AI-driven technology. Whether in sales, marketing, commerce, or service, this collaboration is setting a new standard for how businesses engage customers online.
Let’s explore the Coveo-Salesforce partnership, highlighting the Service Cloud as a powerful example of what’s possible. We’ll delve into how the Coveo Platform™, with its relevance-augmented capabilities, complements Salesforce’s existing technology stack, creating a seamless DX ecosystem designed to meet modern customer expectations.
Redefining Digital Experience with Coveo and Salesforce
Today’s digital experiences span an organization’s entire ecosystem, from sales and marketing to commerce and customer service. However, without the right tools to unify data and personalize content at scale, creating a seamless DX is challenging. Salesforce’s comprehensive suite, including Marketing Cloud, Commerce Cloud, and Service Cloud, already addresses different aspects of customer experience, but the addition of Coveo’s AI-enhanced relevance and generative answering capabilities amplifies these efforts across the board.
Richard Tessier, VP of Product at Coveo, explains the vision behind the partnership: “You have different teams managing different pieces of the customer experience within a disconnected set of systems. Coveo helps unify this by delivering AI at every point-of-experience.”
By combining Salesforce’s CRM capabilities with Coveo’s deep relevance and contextual understanding, businesses can deliver consistent, tailored digital interactions that align with user intent — no matter the entry point.
While these AI-driven enhancements benefit all areas of digital experience, the partnership’s impact on Salesforce Service Cloud offers a compelling case study.
The Coveo-Salesforce Advantage: Bringing AI to Service Cloud
The Coveo and Salesforce partnership focuses on bridging content silos, improving customer and employee experiences, and achieving measurable results. Bala Subramanian, head of Service Cloud Product Management at Salesforce, highlights the importance of unifying knowledge for AI:
“Grounding AI on high-quality knowledge is key to relevant and accurate engagement.”
In Service Cloud, Coveo’s AI-driven search, recommendations, and generative answering capabilities combine with Salesforce’s tools to transform how customer service is delivered. The Coveo platform indexes vast amounts of content across various enterprise systems, integrates this data with Salesforce, and contextualizes it for each interaction. With Salesforce Data Cloud as a hub, Coveo powers intelligent, personalized support for every user, whether they’re browsing a support portal or submitting a case.
Nick Sweers, leader of Salesforce’s Digital Experiences team, demonstrates how Coveo’s “intent box” feature redefines traditional search by understanding and interpreting customer queries.
“With Coveo’s generative answering, we’re guiding customers to relevant content and helping them solve issues independently before they even submit a case,” says Sweers. The intent box also surfaces related topics and suggestions, enhancing the self-service experience and reducing dependency on support agents.
The Role of Coveo’s Generative AI in Enhancing Self-Service Success
One of the primary goals of the Coveo-Salesforce partnership is to deflect cases from support teams, allowing customers to find the answers they need without reaching out.
For companies like SaaS provider Xero, this has proven invaluable. By integrating Coveo’s Relevance Generative Answering with Salesforce’s Service Cloud, Xero achieved a 22% reduction in cases requiring live assistance, with 96% of queries now resolved via self-service. This impact is critical for companies scaling their customer support without incurring additional costs.
Dell, another major player leveraging the Coveo-Salesforce integration, uses Coveo’s intent box to power a high-traffic support portal for multilingual and multi-regional audiences. Dell’s service page draws from multiple knowledge sources, including Salesforce Knowledge, community forums, and driver libraries, to generate precise answers for complex technical issues.
By enhancing relevance and making complex content accessible, Coveo helps Dell deliver faster, more accurate support, driving both efficiency and customer satisfaction.
Salesforce Avoids 20K Cases, Saves $2M* With Case Assist
An essential feature of the Coveo-Salesforce partnership is the Case Assist tool, which empowers customers to self-diagnose and resolve issues before they reach a support agent.
This functionality enhances Salesforce’s Service Cloud by using Coveo’s AI to recommend relevant product topics based on the customer’s query. Sweers demonstrates the impact: “We’re leveraging Coveo to guide customers to the right support channels, and we surface potential solutions from our knowledge base right within the case submission process.”
By suggesting relevant topics, Coveo reduces the risk of misrouted cases, which improves resolution times and boosts customer satisfaction. In fact, according to Sweers, Coveo’s Case Assist saves Salesforce over 20,000 cases per year, leading to $2M in cost savings.* It’s also decreased time-to-resolution for common queries due to a 50% drop in case transfers for customers who do need assisted support, leading to improved customer satisfaction.
*Average cost per case estimated at $100
Real-World Outcomes from the Coveo-Salesforce Partnership
The measurable impact of Coveo and Salesforce’s combined technologies is undeniable.
In addition to Xero and Dell, other clients like F5 Networks and Forcepoint have reported significant improvements in case deflection and self-service success. F5 Networks, a leader in network security, achieved double-digit improvements in self-service efficiency, while Forcepoint saw a 60% increase in case deflection following the implementation of generative answering within its support flow.
SAP has reported considerable cost savings as well, reducing support case volume by 8 million GBP in 2024 alone. As more companies adopt Coveo-powered Service Cloud solutions, the partnership’s potential to drive ROI and enhance customer loyalty becomes increasingly clear.
Expanding the Partnership: Enabling AI-Driven DX Across Salesforce’s Ecosystem
While Service Cloud serves as a powerful example, Coveo’s capabilities extend across Salesforce’s broader ecosystem. The integration of Coveo’s relevance-augmented AI within Salesforce Marketing Cloud and Commerce Cloud provides the same level of contextual understanding and personalization that is transforming service experiences.
For instance, by indexing product documentation, community forums, and user-generated content, Coveo ensures that AI-powered recommendations in Marketing Cloud are highly relevant, boosting engagement and conversion rates. Meanwhile, in Commerce Cloud, Coveo’s search capabilities help shoppers discover products and receive personalized recommendations based on intent, mirroring the seamless DX that is driving success in Service Cloud.
Subramanian sums up the synergy well:
“Data without AI is worthless, and AI without data is pointless.”
Through Data Cloud, Coveo’s indexed content, combined with Salesforce’s data processing capabilities, enables each cloud product to deliver the personalized, data-informed experiences that modern customers expect. The Coveo-Salesforce partnership not only meets these expectations but sets a new benchmark for what digital experiences can achieve.
The Future of Digital Experiences: Coveo and Salesforce Leading the Way
As enterprises face growing demands for seamless, connected digital experiences, the Coveo-Salesforce partnership offers a future-proof pathway to deliver on these expectations. By breaking down silos, centralizing knowledge, and leveraging AI to understand user intent, this collaboration sets a new standard for digital experience across service, marketing, and commerce.
Through their combined technology, Coveo and Salesforce empower organizations to deliver consistent, relevant content at every customer touchpoint, creating cohesive journeys that drive satisfaction, loyalty, and ROI. With AI at the heart of every point-of-experience, the future of digital experiences is already unfolding, and for those leveraging Coveo and Salesforce, that future looks exceptionally promising.
If you’re part of an organization looking to unify digital touchpoints and elevate customer engagement, watch the full, on-demand recording now for more details on what’s discussed here: