AI Self-Service
Scale your customer service & reduce cost-to-serve
When you connect all your enterprise content & channel it into an
AI-powered self-service experience… CSAT goes up & costs go down.
Why make customers play hide-and-seek with your information when you can connect it all in one place?
- Connect content from multiple sources across your enterprise, updated in real-time
- Organize and maintain accurate content effortlessly across all sources
- Use pre-built, secure connectors to ingest documents with the right permissions
- Help customers easily find relevant information, no matter where it’s stored
Put all that unified knowledge to use with GenAI-enabled search
- Transform self-service with GenAI across all your channels – knowledge bases, websites, chatbots & more
- Deliver accurate, grounded answers instantly with our proprietary two-stage retrieval method
- Continuously-trained out-of-the-box AI models handle the hard work so your team doesn’t have to
- Improve self-service speed and success by giving customers exactly what they need, faster
Display a non-generative snippet of the most relevant result
- Deliver accurate, concise answers from pre-existing content directly in search results
- Improve search accuracy by pulling fact-based responses from your content
- Address routine queries with existing, approved content, for highly-regulated industries
- Ensure consistent responses for frequent questions, offering a solid self-service foundation
Optimize case deflection and submission with AI assists
- Recommend solutions by suggesting relevant articles as customers describe their issue
- Provide relevant articles as customers type, avoiding unnecessary case submissions
- Simplify case creation with AI-driven classification when necessary
- Ensure fast routing with complete, accurate details when cases must be submitted
Get an at-a-glance view or go as granular as you want
- Track exactly how many cases you deflect – and get a detailed cost-savings report
- Identify content gaps automatically and improve with ease
- Measure search result clicks, content engagement, and case prevention across channels
- Show off your self-service success with service-focused reports
Maximize your existing platform investments
Bring the power of AI Search, Recommendations, and Generative Answering to your core platforms. Native & headless integrations make it easy to get more out of Salesforce, SAP, Genesys & ServiceNow and more.
And, leverage 30+ connectors to index hundreds of additional systems.
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“ We saved €8M in annual cost-to-serve and 30% reduction in cases per 1,000 search sessions. Customers are just not going on to create cases after that. You really cannot overstate the impact. ”
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“ Our customers are searching less & getting what they need faster. Average search time is reduced by 40%. We've also seen a 20% decrease in sessions needing additional customer experience support. ”
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“We use the analytics Coveo provides to drive many aspects of our business. We would not have been able to achieve the results we have today without the support of this outstanding team ”
Frequently asked questions
Coveo accesses and indexes content from 100+ sources including Sharepoint, Google Drive, Confluence, Web Database, File Systems. These sources can be configured to regularly retrieve items from specific content repositories and replicate secured systems by retrieving permissions and security identities. Coveo AI is grounded by this unified knowledge index serving accurate, relevant, and secure up-to-date responses. Our early-binding security method indexes the existing permissions from your source systems, ensuring that only authorized users can view the relevant content in search results.
Coveo measures self-service effectiveness by tracking user behavior in real-time, collecting data on customer interactions from the moment they start their visit until they leave the site. This data provides insights into what makes a self-service session successful or unsuccessful, helping organizations understand the impact of their self-service programs and make informed decisions for improvement.
Additionally, we help measure important metrics such as case deflection rates. Case deflection is the rate at which customers who had the intention to request assistance can find solutions to their issues without needing to contact support or open a ticket. By analyzing how many cases were prevented and the associated cost savings, Coveo can gauge the success of self-service initiatives.
First and foremost, it’s important to unify self-service content from across all available sources so that your customers can find it (Coveo, for example, uses a unified search experience with a single content index to support self-service). Adding more sources of relevant content to your self-service or case deflection experience can have an exponential impact on your user’s success.
Through usage analytics, you can find content gaps where searchers have questions for which you don’t have content. Additionally, you can improve self-service by using Coveo’s out-of-the-box machine learning models to continually improve search results and predict relevant content.
Finally, you can contact us for assistance to improve deflection for your customer service operations.
