Use Cases Deliver service experiences customers love
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Empower your agents with full line of sight into a customer's journey and immediate access to the most relevant answers with resolution-driven AI-powered discovery. That way, they can solve known issues quickly and easily.
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Keep questions from turning into cases by serving up answers customers love. Automatically tailor content to each individual, giving them relevant information all along the way.
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Provide your customers with engaging content, so they know where to go when something comes up and enjoy coming back. Plus, get insights into how specific groups discover and use content, and see if content gaps exist.
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Give customers the help they need inside your app or SaaS product, so they can get things done without ever leaving. Use personalized content recommendations to help them self-serve. Plus, give them the option to request help right then and there, if they need it.
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Make your chatbot more dependable by feeding it intel from a customer’s previous interactions on other channels. Serve up better recommendations and avoid dead-ends, all without programming thousands of rules.
Top Features
How you can deliver next-level service
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Instant case insights
Provide AI-powered recommendations based on case data to guide agents towards the most helpful content even before searching.
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Omnichannel analytics
Get the big picture of your service journeys by bringing together search and interaction data from any channel– like your call center knowledge base – and connecting Google Analytics to your Coveo data.
At Salesforce, we’re leveraging Coveo across 9 different use cases internally and externally. In customer support, Coveo’s machine learning helps customers help themselves, contributing to a self-help success rate of over 90%. With Coveo, the numbers speak for themselves.
Jim Roth
Executive Vice President, Customer Support, Salesforce
We partnered with Coveo to make sure we could deliver truly satisfying, relevant customer experiences at scale – and it worked. Today, over 95% of the questions asked in Xero Central are answered by self-service help content powered by Coveo. Now that’s more than a million queries each month that don’t turn into support tickets.
Rachael Powell
Chief Customer Officer, Xero
We viewed multiple vendors, but Coveo beat out Google and other enterprise search vendors. We’re the leaders in our industry and Coveo is the leader in the search industry. Coveo was the perfect fit for us.
Pattabhi Raman
Associate Director, Global Support Infrastructure, Informatica
With Coveo’s AI supporting our transformation, we’ve been able to surpass goals we’ve set out across the organization, including visitors finding relevant results, CSAT surveys, content confidence, reduced customer and employee effort, and increased adoption.
Ron Runyon
Vice President, Service Delivery – Americas, F5
Frequently asked questions
Within the customer service space, we like to think of AI as a means to empower and enhance human intelligence. An AI-powered customer service solution is built to help customer service employees find answers and resolve cases with greater ease. See how applied AI can transform customer service.
The right AI-powered customer service solution can reduce frustration and burnout, cut service costs, and improve customer satisfaction/lifetime value. How? By creating personalized and adaptive search experiences for agents. By equipping agents with insights, data, and suggestions that are tailored to each case. And by helping service teams gauge case deflection, address content gaps, and measure the financial impact of the platform. Learn more about how AI is used in customer service.
Think about how good it feels as a customer when the businesses you patronize treat you like they know you. When they remember your details, know your history, and provide personalized service based on this information. This is what customers expect and it’s how many evaluate companies and brands. That makes personalized service and, more broadly, customer experience, a competitive differentiator. Read the case for more personalized customer service experiences.
Make your KCS journey a success by enhancing findability, knowledge sharing, and content health tracking with the help of our AI-powered platform.
KCS® is a service mark of the Consortium for Service Innovation™
AI-Powered Call Center Knowledge Base, Customer Support, Customer Service
CSAT 20% up, Cost-to-Serve 30% down Guaranteed
Connect agents to the answers they need – right in your call center knowledge base – with intelligent search and discovery. And automatically collect insights across silos.
