Coveo Announces its AI-Powered Relevance and Recommendations Technology for ServiceNow Customers

Today, Coveo is launching its new Coveo for ServiceNow solutions, bringing a whole new level of enterprise content access and relevance into the interactions between agents using ServiceNow and their customers. Coveo is the market-leading AI-powered insight platform, combining unified search, contextual relevance, analytics and ML-powered recommendations technology. Coveo delivers greater insight and the most relevant content from any source, as well as recommendations for what information users need next, into ServiceNow. Coveo for ServiceNow is now available in the ServiceNow Store.

“In today’s AI-winner-takes-all economy, digital transformation is not enough. Relevance transformation means that you need to tailor a million experiences for a million people,” said Louis Tetu, Coveo CEO. “Forward-thinking companies like ServiceNow are already helping businesses look to the next step, by streamlining service journeys that are more effective, and more relevant at every interaction.”

Coveo helps enterprises transform their service delivery by accessing broad enterprise information, and delivering relevant content recommendations, using ML-powered navigation and contextualization. This enables customers to find answers themselves and support agents to assist customers with ease and greater relevance, driving up customer satisfaction and reducing service and support costs. The organization was recently named a leader in The Forrester Wave™: Cognitive Search, Q2 2019.

Coveo securely indexes enterprise content within and outside ServiceNow, with connectors to more than 50 cloud and on-premise content sources, and predicts what content is relevant to each customer situation and for each customer service agent. Unlike search and personalization systems, Coveo AI uses all customer interaction signals, reaching all enterprise data, to learn what content is most relevant to each customer, stitching and tailoring the information for each and every interaction, whether online, in-application or via agents in a contact center.

Coveo has a strong track record of improving critical measurable business outcomes for Global 2000 customers. Average reported metrics for customers using Coveo AI-powered search and recommendations to enhance customer self-service and assisted service experiences include:

● 30% Improvement in Case Deflection Rate

● 75% Improvement in Average Handling Time

● 35% Fewer Escalations

● 40% Faster Agent Time to Proficiency

“We’re very excited to bring Coveo’s AI-powered search and recommendations technology into the ServiceNow ecosystem,” said Avanish Sahai, ServiceNow Global Vice President, ISV and Technology Alliances. “As we evolve our offerings, the demand for relevance to create more effective digital experiences and improve service intelligence is growing, as well as the desire to unify all enterprise data within ServiceNow. That’s what Coveo delivers.”

Coveo is now available for ServiceNow IT Service Management, Customer Service Management and HR Service Delivery customers interested in making their user experiences more relevant and content rich, and where siloed enterprise content is a challenge. ServiceNow customers can begin a free trial of Coveo for ServiceNow in the ServiceNow Store or by visiting www.coveo.com/servicenow/.