Coveo customer since | 2022 |
Industry | Enterprise software, cloud computing |
Based in | Walldorf, Baden-Württemberg, Germany |
Challenge | Replicating the success of SAP Concur onto SAP for Me. “The complexity threw us some curveballs… It’s hundreds of products with between 14 to 20 bodies of knowledge. And you’re trying to answer questions from a diverse audience.” -Michelle Lewis-Miller |
Method | Coveo combined hybrid search (lexical + semantic) with behavioral machine learning to surface the most relevant knowledge, all within SAP’s rigorous compliance standards. |

1.6M Cases Deflected, €186M Saved: Inside SAP’s AI Search Strategy
See how SAP used Coveo AI Search to deflect 1.6M cases & save €186M annually, supporting 300M+ users worldwide.
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Cases deflected over 7 quarters
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Annual capacity gains
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Sources connected
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Documents indexed
Real GenAI, Real Impact
Proven Results

We’ve gone from questioning whether third-party search could even fit at SAP to
making [Coveo] a core pillar of our intelligent search strategy.
Michelle Lewis-Miller, Head of Digital Experiences and Voice of Customer for SAP Customer Support
SAP for Me: Unifying Knowledge at Enterprise Scale
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M+
cloud subscribers
3 Keys to SAP for Me’s Success
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Unifying complex knowledge
Brought together 14–20 bodies of knowledge into one portal, making it possible to serve every SAP user – from veteran engineers to small-business owners.
2
Balancing scale with compliance
Designed an AI-Search experience that met SAP’s strict privacy & security standards while still delivering fast, relevant answers.
3
Measuring what matters
Shifted analytics from surface-level metrics to true case deflection impact, revealing 1.6M+ cases deflected & €186M in annual support capacity gains.

How Every Coveo Feature Maximizes SAP for Me's ROI
Generative Answering
Generative Answering
Give customers & employees secure, accurate answers. Build trust, reduce cases & speed up resolutions.

Hybrid Search
Hybrid Search
Use the power of lexical, semantic & machine learning to connect customers to the most relevant info, insights & answers.
Boost efficiency – and CSAT.
Boost efficiency – and CSAT.

Enterprise-Grade Compliance
Enterprise-Grade Compliance
Meet strict data privacy & governance standards while delivering AI Search results at scale.

Advanced Analytics
Advanced Analytics
Measure what really matters: Case deflection, relevance & impact. Surface insights that improve UX & content strategy.

AI Recommendations
AI Recommendations
Predict & prescribe what customers need with proactive models for content recommendations – lower your cost-to-serve.

Unified Personalization
Unified Personalization
Automate content personalization for each customer’s context & intent. Boost loyalty with more relevant, personal experiences.

See the AI Behind SAP for Me's Success
See the AI Behind SAP for Me's Success
Discover how Generative Answering could work at your organization! Book a quick, personalized demo so you can start getting real GenAI results like SAP for Me.

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Get an In-Depth Look at Coveo’s Core Capabilities
Get an In-Depth Look at Coveo’s Core Capabilities
20 years of innovation. A decade in AI. 700+ leading brands. Discover the Composable AI Search & Generative Experience Platform powering the digital experiences of the world’s most innovative enterprises.
Start your own SAP-level success story with Coveo

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