Alright. Let's start this webinar. Hi, everyone. Thank you all so much for joining us for today's webinar four ways generative AI can overhaul employee experiences. My name is Patricia Pateliang, and I work in platform marketing here at Koveo. And today, we're going to explore how Kubeo's new relevance generative answering capability augments employee productivity and proficiency, like never before, across four really exciting and fun use cases. I also have the honor today of being joined by Covello's very own work place expert, Simon Hassoon, who's a manager in information systems here at our company. He is going to be giving you an exclusive showcase of how we use Corvail power our very own in house systems at our company. And of course, thanks to Simon's great efforts. These are the same systems that made us a Silver Stevia award winner in the best employer category earlier this fall. Now let's do a little bit of housekeeping before we start the presentation. So all of you are in listen only mode, but we'd really love to hear from you. So during the presentation, if you could just use the Q and A portion of the screen to ask us any questions you'd like, we'll get back to you at the end of today's presentation. Today's presentation is also being recorded too. So look out in your inbox for an email containing a copy of presentation for you to share with your colleagues. With that, out of the way, welcome to our workplace demo webinar for ways that generative AI can overhaul the employee experience. Now, in today's fast paced work environment, employees are still expected to achieve more with less resources than ever before. Enhancing the employee experience with generative AI is crucial to quickly onboarding new talent as well as upscaling the top talent you currently have at your company. Now as we can see, about eighty six percent of employees want generative AI at their workplace, but many of them were report that their employers are still slow to respond or implement them at the workplace or have even banned these solutions, which I can't imagine. I need generative AI in my workplace, workflow. As we can see, this lag is a huge obstacle, actually, in employee productivity because Gartner projects that it can actually help to improve productivity by thirty percent. On top of this, it also sees that in about two thousand twenty about eighty percent of enterprises will have be will have implemented generative AI, which is a seventy five percent increase from today. And, McKinsey also projects too that generative AI can add about two point six to four point four trillion dollars in productivity value across all industries. Which is a huge opportunity for many companies and employers today. Now managing and unifying vast amounts of knowledge and information is a huge challenge when it comes to implementing generative AI across your organization. How can we ensure that employees get the individualized secure content they need right when they need it. And on top of this, how do you get them the answers they need without having to hire an entire army of data scientists and spending millions of dollars investing and creating your own generative AI solution. Well, that's where Cobao comes in. Cobao's new relevance generative answering ability represents our company's ongoing dedication to workplace innovation, AI, and search. It's designed to generate answers to complex natural language queries while respecting permissions, maintaining content for refreshness, also limiting hallucinations and grounding responses with secure relevant information. All of this while keeping your company's data secure, and safe without training your our own LLMs with your user input. So as we can see here, Coveo's relative generative answering does all sorts of really exciting things. A few things I'd love to flag are how we support multiple file formats such as PDF, PowerPoint, Google Docs, we're able to index all sorts of different content sources and different file formats. We also offer citations too so you can verify the sources of your answers, which Simon is gonna show later today. And we also have global availability as well and HIPAA compliance too really to keep all of your sensitive information safe, secure, and available. Now let's explore some quick examples of generative AI across departments. We can see here It's a huge asset for sales and marketing, especially with your different content management sources and your digital experience platforms. We also have it too for brand portals, just making all sorts of creative content, maybe more accessible to different people who are searching for it. Illegal and contracts as well. You can always get access to your contracts and research and engineering too to surface Jira and hub things a lot faster to people searching knowledge information. Now let's quickly go through four ways that generative AI can overhaul employee experiences, and Simon will show these more concretely during the second half of this presentation. The first one I'd love to share with you is the intranet or employee portal. Generative answering really transforms employee portals into search search centers of excellence by streamlining access to knowledge resources, by aiding in onboarding and knowledge management, by integrating with sources like ServiceNow, Confluence, Office three sixty five, and SharePoint online to really make knowledge easy and accessible, We also have efficient agent consoles too where generative AI can enhance the agent console by utilizing data from ServiceNow and confluence for quicker, more effective support that really results in faster case resolutions, personalized assistance, and increased satisfaction for both employee and customers. Thirdly, we have community and self education portals that offer more of a personalized learning experiment by experience by integrating with different sources like GitHub and YouTube to really help to promote professional to the professional development and growth. And then finally, we have in product experience support, where generative answering can really help to leverage insights from Amazon web services, Azure and Google Cloud, to really enhance the in product experience by offering real time assistance, user friendly interferences, and improving usability and satisfaction. Integrating generative AI across these use cases is really a huge stride in creating a more efficient user friendly and intelligent connected digital workplace. That benefits employees, customers, and partners alike. Now let's see some of these examples in action to show how We're exploring different use cases for generative AI across our company. Simon take it away. Awesome. Thank you, Patricia. Hello, everyone. Happy to be here. So my name is Simon. As soon I'm a manager in the Information Systems department here at Coveo, my team is responsible for the maintenance and evolution of our internal employee systems. And I'm excited to dive into how we've transformed and continue to improve our internal systems at Calabrio using our burial technology. And, of course, how we've used Covayo's GENAI to elevate our employees' daily experiences. Let me start with this. What does it take to in terms of systems and information to make up an efficient workplace. That's a question that we always ask ourselves and my team every day, and that's what we're gonna try to answer together. At Koveo, like in many other organizations, we are rich in knowledge. It is truly like a gold mine gathered from the great talents of our teams across various departments over many years. But here's the catch. That information is everywhere. Confluence pages, PowerPoint, Google Docs, Jira tickets, ServiceNow articles, I mean, you name it. And we also know that knowledge is not equally relevant to everyone in the company. Say someone in payroll, for example, they might not need to know the ins and outs of how to implement an atomic search page. But they sure would like to know how to edit vacation entries in Workday. So that means for a first step towards an efficient workplace, information should be curated and relevant to the person looking for it. And, of course, being coveo and having the advantage of deep AI and semantic search experience, we embrace this challenge head on. So let me take you through a little journey of how we've tackled all of this internal. How it all started is a story of trying to solve these very challenges that you see on the screen. Right? Employees are spending valuable time going through an avalanche of documents. Define pertinent information. At Koveo, we're a company that leverages many applications on a day to day basis, and many of these applications house part of our information. But employees needed to juggle between them to find their information. And of course, in terms of the solution, Work Oveo, we have a decade of experience in machine learning and AI to fix this very issue. Enter Koveo at Koveo. An application that we built as an answer to these challenges, and that exploits the power and capabilities of the Koveo platform. It is also part of what we call our customer zero program. So it is not only designed to enhance employee proficiency and efficiency, helps them find their information faster, but also serves as a testing ground to our latest software features. So this allows our own employees to test features and provide proactive feedback to our product teams before it makes its way to our customers. So it's really a win win situation. But what exactly is Covayo? It is what we call a search center of excellence. A unified search environment where employees access diverse information from multiple sources. You can see some of them on the screen here, and different content types all personalized to their preferences. Under the hood, this uses Koveo's unified index solution to merge content from all over the organizations. We use out of the box connectors and APIs into one unified search experience. This means that if what I'm looking for, it lives in a Google Doc on a on my departed shared drive, or an article in Confluence or an archived message in my team's Slack channel, I'll be able to find it here. And with features like facets on the side, we have served like, sort services so you can fully customize your results. And, of course, thanks to Covayo's behavioral machine learning model, like automatic relevance tuning, The most relevant data to the employee is gonna be boosted to the top. So, for example, if you're someone in sales and you wanna look at the customer, you're interested in finding information like customer, like their, contact information, their customer score, etcetera. If you're in customer success, and you look up that customer, you wanna see what their implementation status is with the account owner is. So even though you're looking up the same customer and you're using the same source, which would be Salesforce in this case, the information needs to be tailored to what you need to find. And we know it works. Right now I'm showing some stat our twenty twenty two, usage of Covayat Covayo for some of our customized pages. So the way we've built Covayat Covayo, it is not just a search page where you can find information. We also built some custom pages where you we can ensure that we give you all the relevant results that you need right off the bat in one screen. So the first thing we're seeing here is the traffic. We can see that we have a very healthy usage of the system, a lot of recurring traffic, and just to give you idea, an idea just on our customized pages that year in twenty twenty two, we got more than two hundred and eighty five thousand search events. So that's more than a thousand search events on average per working day. So and that's only custom custom pages. So we know that it's working. But also what I wanna point out is the click events. So I mentioned earlier that we wanna make your customized search efficient by giving you all the information on one screen without having you have to click more to find your answers. So let's say you are in our software catalog page and you wanna look up an application. Right away, you're gonna find all the information that you need, like, who's the, internal owner? What's the industry? What's the status? How long we've been using it? All that from one screen so that you don't have to click further. So with that, we definitely can tell that we achieved the relevancy and information that we were seeking after. Now the next part of our journey coincided with Covio's implementation of ServiceNow as our internal ticketing and knowledge management system. But we know that adopting new software doesn't happen overnight. Right? So once again, we have service now. This is where our IT teams, HR, payroll, this is where they handle their support cases and can create knowledge articles. And also, we have Kovea at Kovea where we have knowledge searching. So, Annette the same time while all of this was happening, Koveo migrated to atomic and headless technology, which our Koveo Koveo application was not using. So again, as customer zero, we had to seize the opportunity and we integrated our latest and greatest Koveo tech into ServiceNow, leveraging features like Grey suggest, So this is a feature that provides users with suggestions as they type their query. You can see here I started typing support, and it started giving me based on what other people before me who have typed support were searching for. And it even accounts for potential typos. So you can see it has support as an option in case that's what I meant. We also use smart snippets. So this is a machine learning feature from Coveo that extracts content snippets from documents that could potentially answer my, question in So if my answer lies in a specific portion of a document, smart snippets will show me that portion directly in my result page without me having to go into the document and look for it. And we also use case deflection. So this is a feature that we put within the support cases. That will suggest some internal articles as I'm creating my support case. So it tries to solve my, question faster and lightens the load on support agents. You can see here what we managed to do once again is really unify the experience for employees. So we're offering them one platform where they can look up their information They can find everything that's relevant to them. They can open support cases if they need to, and we're helping them even through that process. And, of course, the the topic of the conversation today along came Covayo's JennyI, and that changed the game entirely. The addition of Covayo's standard of answering in service now revolutionized the concept of self-service experience for our employees. So they no longer need to navigate through documents, multiple clicks, or look through the different articles to find their answers, Jenny Guy does that for them. So let's say I'm looking up a question and my answer is in three different documents, I don't have to look up these three documents. Jenny will consolidate this for me and give me a precise and grammatically elegant answer as well as these citations, just like Patricia mentioned earlier, of where this answer came from. So I know that it's legit. Let's take a look at what we've done here internally, for self-service. So, I'll start with, this example here. Let's say I'm looking up some river about frequently leave, policy in Canada. So before in the past, I used to have to go through my knowledge, management system, I have to look up different categories and try to find and hope to find the right document that will answer my question. If I don't, then I probably have to go into another system. So let's say confluence or look it up. Or worst case scenario, I have to open a support case to have my HR team give me the answers that I need. By adding Convio into service now, we can now look this up all from one. So I can start by searching whatever I'm looking for, paternity leave, and you'd see course that I've starting to give some suggestions of what I can search. But I won't be as specific as possible if I say paternity, the policy in Canada. And we're gonna see a few things that will pop up on the screen right now. For first of all, of course, you'll notice, right, it will give me an answer, based on two different stations here. So it took two different resources and grouped them into an answer for me. Let's say this answer is not enough. This is not what I was looking for. I have two options. Either I can go back change my prompt. We know with GenAI, the more specific we are in our query, the more specific the answer will be. But then we also included other components here from Koveo could answer your question outside of just Geni. So first, you'll see smart snippets. This is what I mentioned earlier. So we have the people also asked. It's gonna give me a snippet of our documentation that could potentially answer my query about paternity to leave policy. Let's say it doesn't it still doesn't give me the answer that I need. Of course, this is a searcher right, this search page. So we have all these different results of our internal documentation, that could potentially answer my question. We also have facets on the left. So let's say my source, I know It's gonna be in confluence and not service now so I can look it up there. But let's say none of this answers my question, it's possible that we don't have a knowledge article that will answer this fit question that I want. In this case, I need to open a a support case to my HR team. The way we handle support cases, echo video, is that we have many different categories of cases based on who the receiving agent is. So we have some that go towards HR, recruiting team, IT, payroll, etcetera. So in order to know which one I want, which is the right form for me, we implemented a recommendation panel, which you can see here on the left screen, So I searched p paternity leave policy Canada, and AI said, okay, what you're looking for is the leave management form. So it sounds about right. But the self-service experience doesn't just end there. What we've implemented also when I spoke about this before is case deflection. So let's say you skip all of this, you go directly in the form, but we think we can answer your query in a simple article. So as you're typing paternity leave policy, you're gonna see on the, left at the right hand side, the information is being updated with, some examples of, of articles that I can use to answer my question. Really, what we're trying to do here is help employees find their information much faster. So instead of, waiting days or weeks, For the recipient team to get back to you in your support case, you can find your answers within seconds. At the same time, we're helping our support agents by reducing the amount of cases they received that are unnecessary because the answers already exist. So let me give you another example, and this is an actual query that I had. At Covalado, we get to renew our laptops after a specific number of years, but I had no idea when mine was due, and I had no clue where to look that information. So instead of creating a support case for sending a message to someone at IT, I decided to ask our GNII. And to see if we have something internally that will answer my question. So how do I check my laptop renewal date? And, of course, we're gonna see I'm gonna have different search results. GenAI will give me an answer And you can see it gives me a very elegant five step solution of exactly where I need to go to find my laptop renewal date. Now I did follow this and I did find out if you're interested to know it's still in a few numbers, but that's not the only part. I see here I'm at the citation, and this time, it's also in articles what, resource that it used to find an answer. But if you look at that article, it's three steps, and it doesn't mention laptops specifically. It actually talks about where to find your hardware and software assets renewal dates. So Jenny understood from the context that a laptop is a hardware asset This is probably what I'm looking for, sir, gave me a nice answer curated specifically to my question, and therefore, it improved even on our internal documentation. Which I found to is really cool. So with Coobello, you can tell if things are always evolving. Our product team is always bringing new features and innovations internally as customer zero, we want to test them. So with our team maturing to keep up with all these innovations, we're now trying out a brand new solution. We're venturing into a false fled digital workplace. It's what we call the future of Covel's workplace experience. So let's talk a little bit about this, this new workplace. It's an application that leverages AWS. Of course, we use the Covio platform. We're using ServiceNow among others, and we're indexing content from all our internal systems to create a one stop shop employee hub. So first, let's talk about similarities between this and what we've done in the Of course, we've included all of the elements that we previously had given employees. We can take away some functionalities from them. So you have your unified search, joining all of our sources, You have self-service experience. Of course, you have GENAI, but here's where we've elevated the experience for our employees. The personalized, experience will start from this new dynamic homepage. So this is where employees can find all the relevant tasks, news, and information. So now we're not only seeking to give employees relevant information when they look for it. We really want this information to be available to them even before that. And it's not only about information anymore. As I mentioned before, we're a company that leverages many applications. We use many different tools on a daily basis, So we want to be able to access them all from one place. This is kind of what we're trying to achieve in this workplace. And the speech is fully personalized. So are you in R and D? Find the most popular trainings done by other employees with the same job profile and stories? Are you based in the Montreal office? Find out what events are happening in your office this month. Does your job require you to work in Jira and ServiceNow? You have pending task in Workday. You have an expense report in Concord. You wanna check your stocks and Shareworks. You can access all of this in one place. So really you wanted to make sure that employees can start their day here by everything they need that's relevant to them and work more efficiently. Beyond the homepage, we're also creating a robust people search page that can help bring employees closer together. So employees can see boosted results of work anniversaries, new hires, birthdays, if employees opted for it. So you can see people whose work anniversaries coming up this week, and that's a great excuse of course to reach out to fellow employees. And we're also seeing, you know, a card with all the employee information included in it. This information comes from Workday Active Directory and Slack amongst others, all in one search result that's very nice and elegant to the that's the power of Coveo and indexing all these different applications that we use internally. We're also introducing the concept of content portal. So these are pages dedicated to certain teams that can be customized, like, what kind, what kind of information, tabs, and links to show. So you're overseeing the sales team order This has been built with their needs and mind and in collaboration with them. So we took their pain points, what are the information that they try to see on a day to day basis, and we're able to build this page with them. They have all their relevant categories and all their data in one place. They can even browse documents or their internal use or documents that they can share externally with customers. And this search, the difference between this search tab and the, general search bar is that the information that they find here is curated to what a salesperson would need to see. So everything they need to do in their day to day work can be accessed from this landing page right here. So these are three or four of some of the new features that we're adding. We're adding a lot more things. And as you can see Escrowayo keeps innovating, so do we. Right? It was a great journey. Just to give a little recap before, I, I closed my part here. We started from a search center of excellence, right, to give employees access to all their information no matter what content type, no matter what source, in one unified experience, Then with the introduction of atomic search and ServiceNow, we elevated employee service experience. Then, of course, GenAI was the cherry on top of all of that. Employees can now just ask JennyI questions, questions that they previously would have to create a support case for, and they will find the answers as long as we have content. Right? And I can tell you we've it has helped us greatly define where our content gaps are. So if employees try to find an answer and they don't find an answer for, That means internally we have to work on creating some content for them. And right now, we're working on a full stage digital workplace meant to act as a one stop shop for all employees. So I hope I was able to give you a little example of what we're able to do with Covio platform and Covio's Jenny, to help her own employees. Patricia back to you. Wow. Simon, that was great. As a marketer, I'm so excited to help to promote all of these new and exciting features coming to Coveo's workplace, but as a Coveo employee, I'm selfishly excited to use these own features of my every day. Really exciting stuff. Thank you so much for that. So as we can see, At Koveo, generative AI is more than just a trend. It's really at the core of our total experience strategy to enhance both customer and employee experiences. We're aiming to set new industry standards with our intranet initiatives to help reinforce Covayo's status as a leading employer. Generative AI's capabilities use really do help to enhance knowledge management and discovery while fostering a more connected and digital intelligent workplace that really does help to boost productivity, proficiency, and satisfaction. Thank you all so much for joining us today for our presentation. If you're excited to look more into our workplace solutions, please do feel free to book a one on one discovery call with us or check out our latest blog by Covana's chief and his officer, Dominic Lajuire, who's a really great CIO. He really, did a really great deep dive into how Kovea. Kovea became a search center of excellence. So now we're gonna move on to the Q and A portion of our presentation. So if anyone has any questions, let me just take a look at the Q and A portion of our chat. Okay. Perfect. Yeah. So we have two questions. Simon, could you share some specific success metrics, KPIs or outcomes you seen since implementing Covayo's GenI in your internal systems. How would you measure them? Yeah. Absolutely. Thanks for the question. With the introduction of GenI, we seen a significant reduction in the number of support cases that are created for issues that we have knowledge articles for. So as I mentioned before, that's one of the main you know, paying points for our support agents, like our IT team, our HR team, we're we're mentioning that a lot of the times they get at support cases, for questions that we have a policy for somewhere. It's just that information was hard to find. And people who were are now able to just ask Jenny and find that question that answered curated to that. And, of course, as a, you know, customer zero program, we act as a customer of Kodeo as well. So we're currently working with our customer success seem to define and monitor more KPIs that are relevant to our business. So I hope this helps. We we've been live with the GNII for a few months now so we're we're still working on these metrics. This is great. And you mentioned that Covayo's generative AI respect permissions while maintaining content, accuracy, and freshness. Can you explain how it ensures data security while providing personalized results to users? Absolutely. Yeah. That's a that's an interesting question as well. So it's worth mentioning that while Covayat Coheo and our digital workplace and and everything that we're doing, it indexes all of our different sources, it still respects the underlying security of the application that it's indexing. So we won't show someone information that they're not supposed see. Right? Like, you don't want someone outside of HR to see personal employee information, for example. So we definitely made sure that with Kovea Kovea, while it's indexing all this information, will only show you what you have the access to see. And the beauty of, Koveo's gen generative answering generic solution is that it will adapt to what you give So normally, when I ask a question, it will look up all of the index information that I have access to in the system, and it will give me an answer based on that. But let's say I wanna limit my search to confluence only or a specific kind of result. So when I choose that facet, it will adapt. It will actually reproduce the answer, to give me based on what I chose for it. So it adapts to the information you give it. That's really cool. Okay. We have two more questions actually from, attendees. Really exciting. I think we have time for at least one more. The first question is, what UI or platform are you planning used to build this new unified digital workplace platform? Yeah. Absolutely. It's a great question. So I I did mention this a bit earlier. Of course, we before we had service now, so we use that as our platform. But right now, we're doing kind of a standalone thing. So we're actually using AWS, Apple site upfront. To to to run this platform. The reason for that is because, you know, we were able to customize a lot more, of course, with service now, we had to stick to their own protocols. And we wanted to have the, the, freedom to be able to customize as much as we can for employees. So we're using AWS for them. That's awesome. And this question I'm excited about too. So this is kind of similar to, like, the people find your question. So does the platform allow creation of internal groups or communities, like people who are interested in specific topics, let's say, like subject matter experts or like groupings. Oh, that's an that's an interesting one. You know what? And that's where the customization comes in. Like, that's not part of our road map right now. But, currently, what we're doing and just for people to know our our timeline for this. We're working on this digital workplace. We're planning to go live with it in a few months, and we're starting our beta testing groups in a few weeks from now. These are the kind of input that will ask our own employees to give us. It's definitely something that we can work on and and and implement. That's so exciting. This has been such an exciting presentation. Simon, thank you so much. Everyone who's attending today, thank you for joining us. This is really exciting and exciting And thankful. I hope you all have a great day, and be in touch for our, great workplace content from the Koveo team. Thank you all so much for joining us today. Thanks, everyone.