How SAP Concur Reduced Case Volumes by 31% with GenAI

SAP Concur is the world's leading brand for integrated travel, expense, and invoice management. With thousands of customers and sixty six million users around the world and five thousand customer service agents to support them, our community is the largest in the travel, expense, and accounts payable industry. At SAP Concur, we've been focused on being a cloud first business. Therefore, the decision for our customers to renew is vital, and this depends in big part on service quality. We partnered with Coveo to help us deliver a high performing digital experience with AI search and recommendations across all of our assisted support and self-service touch points. Coveo enables SAP Concur to deliver a more personalized and intuitive customer experience while also empowering our agents to be more proficient in their roles. And we do this through the platforms, secure index, hybrid search capabilities, and a dozen out of the box AI models. In our first year, we saw a decline in case volumes by twenty percent. And through the rollout to the broader SAP organization on SAP for me, we've met our six month benchmarks in less than three months. Now we can offer our customers and soon our employees a generative answering experience without having to worry about accuracy, hallucinations, and security. Coveo takes care of all of that. In our first four weeks with Coveo relevance generative answering, we've seen a nearly five percent reduction in cases per thousand search sessions. Meanwhile, the number of search queries our customers perform per visit has declined by more than eighty percent. Along with a sixty four percent decline in our content gap, these results tell us that with Coveo relevance generative answering, customers are finding what they need. They're doing so more quickly and more easily than ever before. With Coveo, SAP Concur is delivering innovative customer and agent experiences with AI search and recommendations, and we're confident that will continue well into the future.