Zoom: At the Forefront of CX Innovation

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.

Unified Indexing & Intelligent Content Retrieval

Zoom eliminated 89% of content gaps by unifying its data sources into a single index and leveraging analytics to ensure the most frequent customer queries had relevant, up-to-date information published in 17 languages.

Leveraging Machine Learning for a Seamless Search Experience

With Coveo’s AI-powered search, including query suggestions, automatic relevance tuning, dynamic facets, and more, Zoom ensures customers can find answers tailored to their context, quickly and easily.

Generative AI for Higher Self-Service Success

With Coveo Relevance Generative Answering and AWS Bedrock, Zoom increased self-service success by 20% and reduced case submissions by an additional 19% — saving hundreds of thousands annually.

Learn how Zoom Scaled Smarter Self-Service

Discover how Zoom transformed its customer support by scaling AI-powered self-service—from foundational knowledge management to advanced automation and generative AI.

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Generative Answering

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

Hybrid Search

Use the power of lexical (keyword) and semantic (vector) search to connect customers to the most relevant info, insights & answers.
Boost efficiency – and CSAT.

AI-powered Relevance

Predict & prescribe what customers need with proactive models for content recommendations, query suggestions, adaptive faceting, and automatic relevance tuning – lowering your cost-to-serve.

Unified Personalization

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

See the AI Behind Zoom’s Success

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.

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18 Jahre Innovation. Ein Jahrzehnt im Bereich der KI. Über 700 führende Marken. Entdecken Sie die Composable AI Search & Generative Experience Platform, die die digitalen Erlebnisse der innovativsten Unternehmen der Welt unterstützt.

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