Contact Center AI & Agent Assist
Smoother resolutions for every call & request
Keep agents connected to relevant knowledge and give them better insight into the customer journey across channels. With intelligent search and case-contextual recommendations, see what AI for contact centers can do.
Supercharge your contact center with AI
Find your best knowledge all in one view
55+ pre-built content connectors
Index resolution-driving knowledge from virtually any source. With ready-to-use connectors supporting over 100 content types, Coveo keeps your best knowledge accessible.
Instant case insights
With Coveo’s intelligent term detection, case details help prepopulate the agent workspace with relevant content recommendations and results – even when a case is first opened.
Fully integrated intelligent search
Make it easier to find answers with as-you-type predictive search, self-optimizing search results, and case-contextual recommendations, directly within your agents’ CRM panel.
Drive resolutions with 360° customer context
Cross-channel data stitching
Coveo can stitch together a customer’s search and click behavior across channels and sites to give support agents fuller context about the customer journey.
Personalized recommendations
Based on the customer’s purchasing history, queries, and pageviews, support agents get content recommendations most likely to lead to a speedy resolution for that customer.
Customer activity insights
Give agents a snapshot of a customer’s recent activity, so they can know which resources they’ve consulted or actions they’ve already taken, and narrow in on the right answer sooner.
Optimize your content & agent experience
Content health tracking
Identify content gaps and trends to further refine your content strategy. Create custom dashboards to track experience metrics that matter to you.
Support agent experience metrics
Measure search effectiveness and see identify trends in how agents are searching. Also, track agent engagement metrics and attachment rate to ensure proper processes and methodology are followed.
Omnichannel analytics
See how the customer and agent experience connect by combining Coveo search and support analytics with your existing data, from your customer data platforms (CDP) to your systems of engagement and beyond.
Find the support you need
Not sure where to start when it comes to improving findability? Send us your site URL and we’ll help you identify the top opportunities.
We offer a support system to help ensure your success, including online training, product coaching, and health reviews.
From system integrators to technology partners and agencies, find the right partner to accelerate your success.
Other ways to use Coveo
-
Customer self-serviceGet relevant search and content recommendations for successful self-service across channels.
-
Chatbot AIImprove your chatbot with self-optimizing search that delivers relevant unmapped answers.