Contact Center AI & Agent Assist
Smoother resolutions for every call & request
Keep agents connected to relevant knowledge and give them better insight into the customer journey across channels. With intelligent search and case-contextual recommendations, see what AI for contact centers can do.
Supercharge your contact center with AI
Find your best knowledge all in one view
55+ pre-built content connectors
Index resolution-driving knowledge from virtually any source. With ready-to-use connectors supporting over 100 content types, Coveo keeps your best knowledge accessible.
Instant case insights
With Coveo’s intelligent term detection, case details help prepopulate the agent workspace with relevant content recommendations and results – even when a case is first opened.
Fully integrated intelligent search
Make it easier to find answers with as-you-type predictive search, self-optimizing search results, and case-contextual recommendations, directly within your agents’ CRM panel.
Drive resolutions with 360° customer context
Cross-channel data stitching
Coveo can stitch together a customer’s search and click behavior across channels and sites to give support agents fuller context about the customer journey.
Personalized recommendations
Based on the customer’s purchasing history, queries, and pageviews, support agents get content recommendations most likely to lead to a speedy resolution for that customer.
Customer activity insights
Give agents a snapshot of a customer’s recent activity, so they can know which resources they’ve consulted or actions they’ve already taken, and narrow in on the right answer sooner.
Optimize your content & agent experience
Content health tracking
Identify content gaps and trends to further refine your content strategy. Create custom dashboards to track experience metrics that matter to you.
Support agent experience metrics
Measure search effectiveness and see identify trends in how agents are searching. Also, track agent engagement metrics and attachment rate to ensure proper processes and methodology are followed.
Omnichannel analytics
See how the customer and agent experience connect by combining Coveo search and support analytics with your existing data, from your customer data platforms (CDP) to your systems of engagement and beyond.
Our support engineers use Coveo’s recommended search results 75% of the time, meaning they only need to manually search for content 25% of the time. This is a huge timesaver. With Coveo, the numbers speak for themselves.
Jim Roth
Executive Vice President, Customer Support, Salesforce
The very fact that it will suggest automatically based on the context of the case, previous 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
Coveo's insight panel has taught us a lot about the adoption of the KCS process within the support teams. [Agents use it] to better understand customer search habits, and what information they’re looking for on a regular basis.
Joe Lombardo
Director of Support, Connectwise
Find the support you need
We offer a support system to help ensure your success, including online training, product coaching, and health reviews.
From system integrators to technology partners and agencies, find the right partner to accelerate your success.
Other ways to use Coveo
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Get relevant search and content recommendations for successful self-service across channels.Customer self-service
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Improve your chatbot with self-optimizing search that delivers relevant unmapped answers.Chatbot AI
