| Coveo customer since | 2022 |
| Industry | Communications / Technology |
| Based in | San Jose, CA |
| Challenge | Scaling self-service support for a massive global audience, reducing case volumes, and unifying fragmented support experiences. |
| Method | Implemented Coveo AI-Relevance Platform to unify content, enhance search relevance, and surface real-time answers across multiple platforms. |
How Zoom Achieved a 2.3x Increase in Case Deflection
To meet the demands of a rapidly growing customer base, Zoom turned to Coveo AI-Relevance Platform resulting in a frictionless, scalable support experience that delivers answers instantly and reduces support costs.
If the user experience is the body and content is the blood, the Coveo platform is our central nervous system. We’ve become far more search-centric.
Discover how Zoom transformed its customer support by scaling AI-powered self-service—from foundational knowledge management to advanced automation and generative AI.
Give customers & employees secure, accurate answers. Build trust, reduce cases & speed up resolutions.
Use the power of lexical (keyword) and semantic (vector) search to connect customers to the most relevant info, insights & answers.
Boost efficiency – and CSAT.
Boost efficiency – and CSAT.
Predict & prescribe what customers need with proactive models for content recommendations, query suggestions, adaptive faceting, and automatic relevance tuning – lowering your cost-to-serve.
Automate content personalization for each customer’s context & intent. Boost loyalty with more relevant, personal experiences.
Discover how AI-Relevance could work at your organization! Book a quick, personalized demo so you can start getting real GenAI results like Zoom Communications, Inc.
How Zoom Achieved a 2.3x Increase in Case Deflection
