| Coveo customer since | 2022 |
| Industry | Enterprise software, cloud computing |
| Based in | Walldorf, Baden-Württemberg, Germany |
| Challenge | Replicating the success of SAP Concur onto SAP for Me. “The complexity threw us some curveballs… It’s hundreds of products with between 14 to 20 bodies of knowledge. And you’re trying to answer questions from a diverse audience.” -Michelle Lewis-Miller |
| Method | Coveo combined hybrid search (lexical + semantic) with behavioral machine learning to surface the most relevant knowledge, all within SAP’s rigorous compliance standards. |
83.5% Self-Service Success Rate: Inside SAP’s AI Search Strategy
See how SAP used Coveo AI Search to achieve an 83.5% self-service success rate, supporting 300M+ users worldwide.
We’ve gone from questioning whether third-party search could even fit at SAP to
making [Coveo] a core pillar of our intelligent search strategy.
Give customers & employees secure, accurate answers. Build trust, reduce cases & speed up resolutions.
Use the power of lexical, semantic & machine learning to connect customers to the most relevant info, insights & answers.
Boost efficiency – and CSAT.
Boost efficiency – and CSAT.
Meet strict data privacy & governance standards while delivering AI Search results at scale.
Measure what really matters: Case deflection, relevance & impact. Surface insights that improve UX & content strategy.
Predict & prescribe what customers need with proactive models for content recommendations – lower your cost-to-serve.
Automate content personalization for each customer’s context & intent. Boost loyalty with more relevant, personal experiences.
Discover how Generative Answering could work at your organization! Book a quick, personalized demo so you can start getting real GenAI results like SAP for Me.
See how SAP used Coveo AI-Search to achieve an 83.5% self-service success rate.
See how SAP used Coveo AI-Search to achieve an 83.5% self-service success rate.
