Case Study

How GenAI Question Answering Delivers +11% Self-Service Success

F5 Networks paired modern information retrieval with a generative question answering system to provide fast, accurate answers for all audiences across one cohesive experience.

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improvement in self-service success with generative AI

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to see generative question answering (QA) results

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uplift in knowledge article feedback, above TSIA industry average benchmark

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uplift in visitors with search results in first 9 months

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uplift in visitors with result clicks in first 9 months

F5 Networks: Pioneering the Future of Customer Experience

Coveo customer since	2018
Industry	Technology
Based in	Seattle
Challenge	Connect the customer journey for effortless self-service resolution, case volume reduction, and solving for known issues.
Method	Deploying artificial intelligence-enhanced search, tailored recommendations, and generative QA throughout assisted support and self-service touchpoints.

Unify knowledge with AI

By leveraging a single AI search & recommendation platform to deliver high-performing digital experiences, F5 Networks unlocks the vast amount of knowledge stored throughout their enterprise.

Expand Across the Enterprise

By expanding Coveo to multiple use cases (website, technical documentation, MyF5 customer portal, F5 Labs, agents, and more), they have a journey focused on customer retention and growth.

GenAI: Results on Results

By implementing generative question answering on top of all this success, F5 Networks delivers accurate, fast service for millions of customers and support agents. After evaluating EinsteinGPT against Coveo Relevance Generative Answering, they chose our solution for its ability to tackle complex questions through synthesizing multiple documents. With low-code, F5 can add generative QA into additional touchpoints by just checking a box.

Generative Answering

Give customers & employees secure, accurate answers. Build trust, reduce cases & speed up resolutions.

Hybrid Search

Use the power of lexical, semantic and machine learning to connect customers to the most relevant info, insights & answers.
Boost efficiency – and CSAT.

AI Recommendations

Predict & prescribe what customers need with proactive models for content recommendations – lowering your cost-to-serve.

Unified Personalization

Automate content personalization for each customer’s context & intent. Boost loyalty with more relevant, personal experiences.

Get an In-Depth Look at Coveo’s Core Capabilities

18 years of innovation. A decade in AI. 700+ leading brands. Discover the Composable AI Search & Generative Experience Platform powering the digital experiences of the world’s most innovative enterprises.

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