December 7, 2015 | San Mateo, CA and Quebec City, QC

Coveo Machine-Learning Capability Self-Learning Relevance Service Now Available Free in Coveo for Salesforce – Community Cloud Edition

New Coveo Machine Learning relevance service automatically and continuously learns from community members to improve search results for everyone

Coveo, a recognized leader in intelligent search, today announced that the self-learning and tuning relevance capabilities featured in its new Coveo Machine Learning service are now available in Coveo for Salesforce – Community Cloud Edition at no charge to Coveo customers. As a self-learning service, Coveo Machine Learning automatically and continuously improves the relevance of search results, and builds on Coveo for Salesforce – Community Cloud Edition by making proactive recommendations and query suggestions faster and easier than ever before for greater self-service success.

Coveo Machine Learning is a patent-pending, analytics-based machine learning service that continually analyzes search behavior patterns to understand which results and content lead to the best outcomes, such as customers finding information they need without intervention from support teams. On Salesforce Communities, Coveo Machine Learning understands what helps customers solve their own challenges, and automatically tunes the Coveo Intelligent Search engine to respond to a specific search or make a recommendation based on what other similar users within a community have found to be most useful. Its unique architecture makes Coveo Machine Learning highly responsive to changes in user activity due to seasonal variations, news, new products, and user preference trends.

“Coveo Machine Learning enhances the search experience of community members today and looks like an interesting play for the future,” said Paul Greenberg, President of the consulting firm, The 56 Group, and author of CRM at the Speed of Light 4th Edition and The Commonwealth of Self-Interest. “Understanding exactly what helps specific customers, partners, and even employees on such communities to succeed, and automatically adjusting results and recommendations on the fly would have previously taken a great deal of effort.”

Improved search relevance for Coveo for Salesforce – Community Cloud Edition
  • Learns and delivers information that helps community members self-serve – With Coveo Machine Learning,community members are always offered the best query suggestions and results (documents, articles, videos, and support content), based on information that has proven relevant for other members with similar products, attributes, questions, and issues.
  • Continuously evolves and adapts to drive self-service success – Coveo Machine Learning continuously learns and fine tunes results based on the search and navigation behavior of Community members to improve self-service success. For example, Coveo Machine Learning automatically identifies and adapts to seasonal variations, new products or industry news, shifts in member preferences, changes in search patterns, new customer challenges and more.
  • Delivers new levels of relevance without the effort – Less admin overhead is required, and there are no algorithms to adjust. Acting as a “data scientist in a box,” Coveo Machine Learning provides community managers with fully automated relevance tuning for their community search experiences, while still offering manual precision control of the search experience.
Beta program Machine Learnings big benefits of Coveo Machine Learning

Coveo for Salesforce Community Cloud customers have been testing the new service for several months as part of a beta program, and have found significant improvements in content relevance and engagement, including:

  • Improved click-through rates (the percentage of people who click on a search result) by 10 – 20 percent for all queries.
  • Improved click rank (the average position of opened documents in a given set of search results) by 15 percent for all queries.
  • Improved click rank for the lowest performing queries (prior to using Coveo Machine Learning) by up to 40 percent.

“Coveo Machine Learning automatically and continually increases the relevance of search results and proactive recommendations to the customers’ needs and contexts,” said Laurent Simoneau, Coveo CTO and President. “Thanks to its constant learning and tuning, community managers and search teams can become more strategic and less reactive. Time currently spent on search analytics and tuning, and constantly updating thesauruses and meta-data projects are reduced significantly or even eliminated. We’ve seen reductions in search management efforts of up to 75% in our beta program.”

Availability

Coveo Machine Learning is immediately available in Coveo for Salesforce – Community Cloud Edition. Coveo customers can use the self-learning service to enhance query suggestions and automatically tune the relevance of search results at no charge. Additional Coveo Machine Learning capabilities – such as proactive recommendations based on what is trending today or within the recent past – are available at an additional cost.

About Coveo for Salesforce – Community Edition

Coveo for Salesforce – Community Cloud Edition is an intelligent search service for Salesforce Community Cloud. It enables more effective customer, partner, and employee self-service engagement by empowering community members to quickly find accurate answers to their questions from across all enterprise systems and applications, and automatically recommending helpful information based upon users’ unique context and task at hand. More information: http://www.coveo.com/en/solutions/coveo-for-salesforce/community-cloud

About Coveo

Coveo is on a mission to transform business by engaging customers with greater relevance and upskilling employees with intelligent search, where and when they work and interact. Coveo Intelligent Search Apps unleash the power of fragmented, disparate information from across the enterprise IT ecosystem, cloud and on-premise, to surface and recommend what matters: relevant information, people, products and services. Recognized as the Most Visionary Leader in Enterprise Search by Gartner and as a leader in Big Data Search and Knowledge Discovery by Forrester, Coveo intelligent search allows companies to succeed at self-service, create high performance contact centers, and cultivate company-wide collaboration. With the search industry’s highest security standards, broadest connectivity and greatest relevance, Coveo removes complexity to make intelligent search work, quickly and effectively, with the only end-to-end intelligent search platform in the cloud. Coveo has more than 1500 activations in mid-to-large size, global organizations across multiple industries. Coveo partners with some of the world’s largest enterprise technology ecosystems, such as Salesforce, where contextual insights from outside the platform are critical to delivering a unified experience for their customers. For more information, please visit www.coveo.com, and follow us on the Coveo blogLinkedInTwitter, and YouTube.

Media Contact

Samantha Demers
Communications Director
media@coveo.com
+1(514) 375-0126 ext.2679