Case Study

Driving B2B Digital Acceleration with AI Search

With the vision of providing an industry-leading online experience for their customers, hear how Blackwoods is using Coveo and SAP Commerce Cloud to drive significant digital adoption and improve customer satisfaction.

Coveo customer since	2021
Industry	Supplier of industrial and safety products
Based in	Australia
Challenge	Improving user experience and driving online sales with a large, complex product catalog of over 350K SKUs
Method	Leveraging AI to improve product findability and discovery, personalization and product recommendations

1

Accelerated Product Discovery

Thanks to AI-powered query suggestions and product previews, relevance ranking and dynamic navigation, Blackwoods’s customers are now able to find the products they need, quickly and easily.

2

Consistent, Personalized Buyer Experiences

Using Coveo AI models for custom catalogs, pricing, and location, customers are able to transact more online and avoid calling in for order support.

3

Scalability

Harnessing AI powered listing has eliminated the need for manual tuning efforts by employees, boosting efficiency, and allowing greater business agility.

Search and Listings

Unified indexing and predictive search capabilities to achieve effortless product discovery, regardless of catalog complexity.

Personalization

Search and suggestions that adjust to buyer intent in real time.

Dynamic Navigation

Automatic generation of relevant facets for each search query and reordering of filters and values based on popularity.

Recommendations

Rich library of AI product recommendation strategies including in-session based on real-time buyer behavior and intent cues.

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