Four years a Leader.  

Coveo has once again been named a Leader in another independent research firm report – recognition of the impact Coveo is having on the world of AI-driven insights, through search, recommendations and personalization. Or as we call it, relevance.  

Insights for Choosing The Right PlatformEbook: Buyers Guide for Enterprise Search Platforms

This is what insight engines deliver: relevant and continuous digital experiences that convert, maximize customers’ lifetime value and empower employees with knowledge. 

Relevance has become the essence of how people judge digital experiences. The insights presented to them need to be relevant to the task at hand – whether they are shopping or browsing, trouble-shooting, or just figuring out how to do their jobs better.   

Coveo has focused our relevance platform on the challenges of relevant shopping recommendations, relevant self-service suggestions, and relevant employee experiences.  

Why? AI enables hyper-personalization, meeting expectations for 1:1 digital experiences at the scale of millions – effortless experiences that are both relevant and continuous.  

Of course, the first step to this is powerful search. Then we combine it with the power of analytics and machine learning to learn from every interaction – to learn intent.  Finally, we stitch every individualized interaction, from all your customer’s journeys, to tailor a highly-personalized experience.  From purchase to service.  

Every experience with leading brands is characterized by how relevant they are, in the eyes of the shopper, custom or employee. Enterprises are coming to terms with the reality of the importance of relevance.  

  • Brands are realizing they don’t have a shopping conversion problem – they have a relevance problem: people only buy what is relevant to them, not what is generically served up through some manual merchandising rules that miss the mark on being pertinent to each shopper. 
  • Manufacturers and hi-tech vendors with technical support are realizing that they don’t have self-service support systems problems – they have a relevance problem: when a tech-savvy customer wants to find a fix for a device, they need the most relevant information, right off the bat. 

World-class insight engines have the potential to power this kind of relevance. Using data and  AI, websites will understand and bring together a visitor’s product usage data, sales interactions, service data and more, with a real-time analysis and comparison of that visitor’s behavior with millions of others. Online and in-store experiences will convert more customers at higher rates using AI, similar to Amazon.  

Every interaction across marketing, sales and service can now be informed and driven by data. Customer service agents can now understand their customers by instantly accessing the content that matches their customers’ context, history and behavior, making every interaction with customers as effective as possible across the entire service journey, from within the product itself to self-service and contact centers. 

This is what insight engines deliver: relevant and continuous digital experiences that convert, maximize customers’ lifetime value and empower employees with knowledge. 

For business, AI is a massive economic opportunity, expected to contribute a $15.7 trillion increase to GDP worldwide. Organizations today can put their data to work and, using AI, predict in real-time what their customers and employees really want and need from their digital experiences, as well as what they need next. Every person brings their own context and intent. With AI, it’s possible to create experiences that fit their unique context and intent to meet and exceed their expectations. 

What WBelieve the 2021 Gartner Magic Quadrant for Insight Engines Means for You  

We believe that the report is very clear: the time to invest in insight engines is now.  

The world’s leading and most innovative organizations are using insight engines to run on data, not with data. There is too much data sitting untapped, too many insights in disconnected silos for organizations to wait to invest any longer.  

In fact, most of your users expect you to use their data to tailor a more effective and personalized experience for them. A report from earlier this year confirms that a majority of consumers are willing to provide their information – if it’s being used to personalize their experience. When you invest in an insight engine, you can meet their expectations and see higher ROI from all of your platforms.  

We believe if you’re not using AI and insight engines, you’re behind. Just look at what those that use Coveo are finding. When our community gathered at Coveo Impact, it was inspiring to see the results that our customers have achieved with AI and how they’re planning to use Coveo as the foundation for their relevance.   

Our customers shared how insight engines played a role in critical areas of their business, from saving millions by increasing case deflection to ushering in a new era of digital transformation. Their results include:  

  • A major software provider saved nearly $2 million per month in support costs after implementing Coveo. 
  • A financial services company generated more than $1.5 million by using their Coveo Usage Analytics to create a data-driven content strategy and internal search campaign. 
Insights for Choosing The Right PlatformEbook: Buyers Guide for Enterprise Search Platforms

Gartner Disclaimer 

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. 

Gartner, Magic Quadrant for Insight Engines, 17 March 2021 Anthony Mullen, Stephen Emmott 

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About Mark Floisand

Mark Floisand is SVP of Product and Industry Marketing at Coveo. He has over 20 years of marketing, sales and general management experience in the technology industry, spanning blue chip and start-up companies across three continents, including Apple, Adobe, BusinessObjects, SAP, Total Defense, Untangle and WeVideo. Mark was most recently with Sitecore, a Coveo technology partner, where he led product marketing. Mark holds a Bachelor of Commerce degree from the University of the Witwatersrand, South Africa; and an MBA from the University of Durham in the UK.

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