Coveo AI-Platform for Genesys Cloud

Reduce your handle times by up to 30%

Agents spend too much time searching for, and getting unnecessary information, costing you money and creating customer effort. Coveo uses AI to deliver relevant insights from any source directly in your Genesys Cloud desktop.

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Coveo AI delivers relevant insights for the worlds best service organizations 

Have content proactively waiting for agents as they take contacts

Empower agents to start resolving issues immediately upon contact with Coveo AI reading incoming chats, cases and messages. Allow agents to make a connection with the customer, instead of searching for the right knowledge.

Use Generative Answering to resolve complex issues quickly & accurately

Give your agents the power of the market's most accurate GenAI tool. Create answers in seconds that would normally take minutes. And turn your agents into resolution machines in as little as 6 weeks.

Learn why our GenAI is better

Leverage a suite of AI models purpose-built for Service

Not all AI is the same. Coveo’s OOTB mature models are purpose built for the rigors of assisted service interactions. We help to deliver contextual and personalized content that keeps reps productive and helps them deliver high-quality interactions. Know if a customer has already read a document. See what your peers have done in similar situations.

See the Service AI Models

Unify your content into a hybrid index

Let your content stay where it’s built and managed. We’ll find it and help you spot the gaps in your library. Coveo is built for the modern enterprise that needs to keep frontline agents connected with the most relevant information to solve customer problems.

“We've relied on Coveo…which has really helped establish Salesforce in customer success. Specifically, as an industry leader.”

Nick Sweers

Senior Director, Digital Customer Success, Salesforce

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“With Coveo, within one to three seconds, we found answers that helped close the case on first contact. We were thrilled.”

Patty Leino

Director of Support Operations, Tyler Technologies

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“A new agent out of training will depend on the knowledge base quite a bit. With Coveo, we’ve retained employees just by making that particular aspect of onboarding frictionless.”

Khushnuma Drisko

Senior Associate., Support Process Design, athenahealth

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“The very fact that it will suggest automatically based on the context of the case, previou usage of articles and that those things in the articles or the content will pop to the very top of the search results – I mean, that’s incredibly powerful.”

Chris Jones

Application Support Lead, Medallia