Medallia Improves Agent Proficiency and Customer Experience Through Contextually Relevant Content with Coveo

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Medallia’s vision to empower users on their quest for a great customer experience was stunted due to an inefficient search strategy that prevented customers from getting the information they needed. Coveo’s AI-powered search empowers Tier 1 agents to handle 34% more cases on their own, and has increased the customer experience, with a 5-point NPS improvement in one quarter alone.
Medallia’s vision to empower users on their quest for a great customer experience was stunted due to an inefficient search strategy that prevented customers from getting the information they needed. Coveo’s AI-powered search empowers Tier 1 agents to handle 34% more cases on their own, and has increased the customer experience, with a 5-point NPS improvement in one quarter alone.