Very excited to be with you all today. We get to participate in one of the hottest and fastest growing industry ever. And what we talk about here is applied AI, and what it really means is the application of AI beyond the conversations and the experiment and so on. How do you operationalize AI on your actual data, which is secure, which is current, which is compliant in a way that delivers real world outcomes in production. And we're gonna show you a lot of that today. This is an exciting industry. As you can see here from the Gartner numbers, this is the fastest growing adoption in IT that we will see over the next three years. So this is something very, very important. AI has a broad range of applications. Coveo, and specifically what we're focused on with a lot of you, is the application of AI at every point of experience. And we're gonna talk today about why this is important and why this will become a critical and imperative digital transformation for every enterprise. Every one of you, every enterprise delivers millions of points of interaction all day, every day, every week, every month across multiple domains that you can see here, websites, commerce, customer service, workplace, dealing with consumers, buyers, dealers, stakeholders, employees. The future is business to person, singular. What we mean by that is that the world is moving, thanks to AI, from persona to persons. And that's what we call the AI experience advantage. And Coveo, of course, has created a platform to serve that, to provide the critical software infrastructure required to provide those composable AI search and generative experiences at every one of these points of interaction. That is what we call the AI experience advantage. And what we mean here is not just personalization. The ability, of course, to align content, recommendations, and now with generative AI advice, as we will see later on, to a user's needs and preferences and to their intent is personalization, and AI created a lot of advances in that field. The exciting part is that not only we wanna worry about that, but at every interaction, we wanna do it in such a way that we can maximize outcomes. And the best outcome for enterprises, obviously, is profits. The benefits of doing that, of of creating that AI experience advantage need no more evidence. In fact, we've measured at Coveo with many of you, and we'll show you a lot of that today throughout this session, the massive improvements and the financial ramifications of applying of creating that advantage within within those those multiple, areas. The common attribute across all enterprises is essentially that content is everywhere, whether it's on structured, unstructured, on premise, or in the cloud. And then digital interactions are delivered through multiple systems of engagement across digital journeys from websites to transactional sites to customer service. How do you bring how do you put the best foot forward at every interaction? Bring the entire content to every single individual user every time. That's essentially the key challenge here. We at Coveo have been working with AI in search and recommendation for more than a decade. We started in two thousand twelve with machine learning to perform ranking, understand the user at the other end, the context using the data, and and essentially align ranking and and search results. Our journey took us through recommendations and semantic intent detection. And we're certainly proud to have been one of the first, if not the first company to go live in full production with zero software, with relevance augmented generative answering in customer support, and we're gonna talk some more about that. But it's not just about GenAI. It is about integrating AI and generative AI altogether to create significantly better digital experiences. So we're at work within four different Barca, within commerce, within customer service, within websites and workplace, but essentially using one common platform that is a composable AI search and generative experience platform that is designed essentially to create those remarkable experiences at every point of interaction. What we're talking about here is creating remarkable experiences, the experiences of the future. What does that look like? What are what will digital interactions look like in an AI world? Essentially, what we've known as the search box becomes much more intelligent and becomes the single unified paradigm through which people engage. Whether it's through voice or typing or so on, There needs to be an interaction and engagement mechanism, but that mechanism can recommend, it can become intelligent, it can understand your context, it can take a query, a question, it can it can converse with you. We believe that experiences will integrate advice from answers and and and answers that are grounded in content that are fully traceable and precise and accurate. That search is not going away, that it will have to come from the same common source of truth. And that the experience will be enriched not only by navigation into search, but that by disambiguation of a conversation essentially, feeding large language models that can generate next best questions to ask and and and that can entertain conversations with follow-up questions. And of course, when all of that that is understood, recommendation engines can contextualize recommendations and of content and experiences that are made for you. And as an enterprise, you have to be able to do that one million times a week or one million times a day in the case of some of our customers. And so this is really the paradigm of the future. At the end of the day, it is all about relevance and that's why everything we do including our investments and our research and development in the area of generative AI is always grounded in relevance. Xero Software was actually the very first customer of Coveo and and and Xero is a global software company to go live with Coveo relevance augmented generative answering. Within ninety days of deployment, we have measured a reduction of cases requiring assistance in the contact center of twenty two percent, and that was on top of existing Coveo relevance. We are now at a point at zero where ninety six percent of the questions are answered by self-service content, and we've actually taken that experience into the product where using data about the user, where the user is, and and and, and and the product context, we can actually, generate contextual answers that obviously improves experiences. You will see a number of that. You will hear from Michelle who from SAP Concur, so I won't steal her thunder. But there there there are many examples here where at Concur and with Michelle's team, we've measured five percent reduction in cases within the first four weeks. And again, I'll let Michelle talk some more about that. But you can go to our website and see multiple examples because at Coveo, we like to measure everything we do, and the headline here in is that this is a technology and the enterprise that cannot be ignored. But this paradigm is making it to the consumer world as well. In commerce, but also as you can see here with United Airlines. At United, and we worked with the great team of United to actually provide consumers with the ability to ask questions such as this one, can I fly with my pet? And get a rich answer based on AI search results, but obviously, with the ability to to deliver that answer even even enrich that answer for instance with destinations, next questions to ask and etcetera. And you can try that on the United Airlines site, but obviously there's there's an implication here. You can't just answer any questions. You have to be intelligent enough not to answer a question such as can I fly with my baby in the overhead bin for instance? And this is the kind of thing that, that, you know, our our infrastructure, you know, can help provide. What I wanna say here by showing you these examples is I wanna I wanna say this is inevitable. Inevitability is just like when you had your first Uber experience. You immediately knew that this was a significantly better experience than a normal taxi experience, and that was more than a than a decade ago. AI within digital experiences is the same. So much so that companies will either compete against it or use it implicitly if companies and enterprises do not adopt AI. They will maybe unconsciously or implicitly and, you know, elect to compete against AI. And that will create what we believe is one of the most important competitive divide, within the business world that we've seen over the past few decades, and this is why this topic is so important. Now GenAI was November of twenty twenty two. GenAI is now two years old. It is no longer enough to entertain a conversation or experiments with AI. We are now entering the show me phase. On earnings calls in the US now, more than ten percent of companies report now having AI in full production, and I've just shown you examples of that. So this field is unfolding very, very quickly, and we predict at Coveo that within the next twelve to thirty six month, most companies will adopt AI particularly within the world of digital experiences. There are four major areas of investments that I wanna highlight at Coveo that in our opinion are very foundational to our performance and our differentiation. The first one is our improvements in Symantec. And and you're gonna hear a lot about it from Laurent, but essentially, the scale of our abilities in terms of of embeddings and and and the way that we've re architected our underlying vector store and our semantic encoders in commerce is extremely powerful. And again, I won't steal Laurent's thunder on that. The second one is optimization and orchestration models, which I'll talk about in a minute. The third one, I've already shown you some examples with Dell and United and so on, is really the obsession of Coveo around GenAI precision and around relevance, which matters so much. And finally, I'll talk to you about our new relevance augmented passage retrieval API, which is extremely exciting because now you can build AI applications and you can bring your own LLM, to the table using the Coveo stack. But I wanna double click on optimization and orchestration models for a moment. And this is, in in our view, extremely exciting. So think about a commerce experience for instance, where typically in commerce, if you think about b to b commerce or b to c commerce, it is about conversion. It is about maximizing conversion. We believe that in an AI enabled future, it will be about the ability to maximize in real time at every interaction in session, things like revenue, but ultimately, profits. So using I'm talking about margins, essentially. And the way to think about it is essentially AI that can orchestrate AI. So you've got multiple in a commerce interaction, you've got multiple AI models, which are all advocates for certain things. So we have at Coveo models that are advocates for ranking, contextually relevant ranking. So understanding the user using data and, and and AI to essentially provide the right set of of present the right set of products or content in the right order. We have intent detection model, intent aware models that actually can detect in session what a user's interest is and and and advocate for that. We have other models that look at inventory availability or catalog coverage so that we don't only present, just keep presenting the most popular part of the catalog to every user, but we also worry about what's in the warehouse and and the long tail of the catalog. And ultimately, all those models advocate for things that all matter to business, but the overall objective of the business is to optimize these models working together in order to maximize revenues and ultimately margins. And we've been able to break through that barrier with some customers and to actually measure massive improvements in the area of of revenue and profits. And, folks, this is quite exciting, and this takes digital experience to yet a whole other level. So I was I was as I was describing earlier, you know, the the experience, the remarkable experience of the future, you know, this is the kind of experience that we can integrate, obviously, with product recommendations, bring in generative AI to provide advice in commerce, but obviously with AI models running behind the scene that it can actually optimize and, you know, make experiences relevant for the business as well. So this is one area that we believe is quite exciting. The other area that's exciting is relevance augmented passage retrieval API. What it basically means is is is we solve the r problem in RAG, The r challenge in RAG, which is the toughest part of of of retrieval augmented generation is really the r part. And and what it basically means is that you can bring your own LLM, and you can build your own LLM powered applications using the passage retrieval API, and get highly relevant and accurate answers, reduce hallucinations, and of course, work with secure data, fully traceable, and, and, and and really deliver that out of the box very fast time to value. So we're strengthening, in conclusion, our our leadership position in in applied AI. You've seen us announce global partnerships with, new software, leaders such as Genesys and Optimizely. We continue to strengthen our stack. We continue to invest with the partners and with the application providers, that you work with, and we have a lot of investments also now that we're going into the API space and so on. We have a lot of investments on the hyperscaler side. We've also recently, announced, our partnership with Salesforce data cloud. And essentially, this is really, really important because we can augment Salesforce for the large scale enterprise. We can help them deal with massive audiences and and and and a lot of, diversity and and and of of large audiences and combine, in fact, the complex volume of their content and deliver that sometimes on a worldwide basis. And this is really, really important because it helps, power Coveo AI and Einstein GPT for the same content. It can, it can help us, deliver superior content retrieval across complex enterprise content. And this has huge ramifications as you can see here in areas such as service cloud, for instance, for large complex enterprises. So I wanna finish by saying that we are on an exciting innovation journey. This is not about software as a service only because that's would be a snapshot of today. Coveo is about partnering with its customers, with the market to deliver ongoing innovations. The software that we have today is not the one that will be in one month after fifteen hundred innovations and changes on average every month. It is an ongoing innovation and an ongoing, continuous improvement journey, and we're very happy to have the opportunity to take this journey with you.
Maximize ROI at Every point of Experience with AI
Series: Thrive with AI: Maximize Your Digital CX for ROI

Louis Têtu
Executive Chairman of the Board, Coveo
Louis Têtu, CEO of Coveo, takes the stage at Relevance 360 to discuss the game-changing impact of AI on business. You’ll get insights into how AI is maximizing ROI at every point of the customer experience, including how it’s helping enterprises like yours:
- Boost Revenue: AI personalizes every interaction, leading to higher conversions and increased revenue
- Cut Costs: Smarter AI-driven systems enhance efficiency and reduce operational overhead
- Increase Satisfaction: Tailored recommendations and faster response times improve customer loyalty and satisfaction
- Drive Profitability: AI delivers efficiency and profitability across all touchpoints.
Louis sets the stage for key discussions around AI, highlighting:
- How leading organizations are using AI to transform their digital experiences and optimize every interaction - examples from real clients
- The power of personalized interactions: Moving from personas to individualized experiences using AI-driven personalization, increasing engagement and outcomes
- Why AI is critical at every touchpoint: From websites to commerce and customer service, AI is revolutionizing the way businesses operate
Discover Coveo’s AI-Experience Advantage and how innovations like the Relevance Augmented Passage Retrieval API are enabling businesses to move faster, achieve more, and trust in the security of their solutions. Watch now to see how AI is delivering real ROI — and what steps you can take to start maximizing your results today!
In this series

4 MIN
Welcome to Thrive with AI: Maximize Your Digital CX for ROI

Watching
19 MIN
Maximize ROI at Every point of Experience with AI

18 MIN
How SAP Concur Achieved Digital Experience Excellence with GenAI

22 MIN
Intelligent Search & Generative Answering: The Next Evolution of CX and EX

4 MIN
Recap of Thrive with AI: Maximize Your Digital CX for ROI
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Next
Make every experience relevant with Coveo

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