Five Ways Search + AI = Better Customer Self-Service and Agent Experience with Coveo

What drives a great AI-powered customer service experience in 2024? It comes down to insights from your customers, the knowledge you have in-house, and how you unify them to provide a connected, personalized self-service experience that delights customers and empowers your agents.

• Discover five ways AI-powered service can help you:
• Provide relevant results for customers through your self-service portal
• Personalize service using generative answering that’s grounded in accuracy and trust
• Deflect more cases through self-service and boost agent effectiveness
• Recommend next best steps and helpful answers throughout your service experience
• Gain insights into customer behavior to continually improve your products and service

Why You Need AI-Powered Customer Service Experiences

When a customer has a question or wants information, 42% will go straight to your website. And when they get there, 43% will beeline for the search bar to find what they’re looking for.

Coveo AI ensures they get the relevant self-service results they’re looking for fast, accurately, and personalized to their specific situation — uplifting self-service success and deflecting more cases. And when customers do need to reach out to an agent, Coveo’s AI-powered platform connects your sources of information to provide unified, accurate, and relevant results to agents that are always real-time and in-context.

Coveo AI-Powered Service offer several key benefits:

• Proactive personalization: Help customers resolve their questions with the most relevant suggestions and recommendations from search bar to results page.
• Better self-service: Generated answers that are geared to specific customer contexts help provide the right information from your best sources — and deflect more cases.
• Empowered agents: Unify customer insights, public information, secure knowledge, and analytics to understand customer trends and deliver top service and support.