AI-Powered Customer Self-Service

The smarter way to scale great customer support

When every click and query yields relevant knowledge, you know you’ve met the gold standard in customer self-service support. 

  • Search that finds across various knowledge sources
  • AI-powered personalization in real time 
  • Content connected and performance measured

A man on a mobile is looking for relevant information on sites powered by ai customer self-service.
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Customer Self-Service

Boost case deflection with relevant content

Maximize the value of your self-service channels with purpose-built AI that delivers your most relevant content across customer touchpoints with personalized search, recommendations, and journey orchestration. 

Connect your knowledge and channels

Screenshot of sources of ready-to-use connectors for a better self-service solution.

55+ pre-built connectors

Index your knowledge with ready-to-use connectors supporting over 100 content types.

Premium native integrations

Plug Coveo right into Salesforce, ServiceNow, or Zendesk to get started easily. Access enhanced out-of-the-box features and get automatic release updates.

Omnichannel experience personalization

Bring intelligent search and recommendations into your top self-service channels. Connect self-service portals, websites, communities, chatbots, and in-product help, for seamless and relevant experiences across.


Deflect cases with AI

Intelligent case deflection with Coveo AI.

Search tuned for success

With Coveo, search suggestions and results are continuously tuned and optimized based on language cues and successful self-service outcomes. 

Personalized interactions

Connect customer signals across platforms to deepen your personalization of as-you-type suggestions, search results, and recommendations. 


Proactive customer support

Automate recommendations that can anticipate customer needs based on previous interactions and queries. 

Intelligent case deflection

Power your case submission forms with intelligent case deflection to recommend helpful knowledge before a customer submits a case. 

Measure and boost customer self-service success

Screenshot of analytics dashboard for measuring customer self-service success.

Case deflection & cost savings reporting

With Coveo, you can track the number of cases you deflect and associate cost savings for each issue an agent doesn’t need to handle. Easily demonstrate value with service-focused reports.

Automatic content gap identification

Anytime a customer searches and doesn’t find helpful content, Coveo keeps track of that query, so you can automatically see content gaps in your community knowledge base. 

Omnichannel search & support analytics

Track search effectiveness and keep tabs on content trends across channels. Get actionable service metrics you can use to fine-tune your self-service experiences, including queries per channel, recommendations clicks, and visit trends.

Deeper analytics

Feed your Google Analytics data into your Coveo Usage Analytics for a fuller picture. You can also log Coveo events with Google Tag Manager to track specific events.

Frequently asked questions

There are some important hard and soft metrics that service professionals can use to measure the effectiveness of customer self-service. Case deflection, or the rate in which customers are able to find their own answers to issues for which they would have otherwise called support or opened a ticket, comes to mind. If you know how much a prevented case costs, and can accurately measure how many such cases were deflected by self-service, you can arrive at actual savings. You can also track how people engage with self-service portal content, including web analytics and content performance. Finally, you can track customer effort score (CES) to reveal insights about the effectiveness of self-service. Learn six techniques for customer self-service success.

First and foremost, it’s important to unify self-service content from across all available sources so that your customers can find it (Coveo, for example, uses a unified search experience with a single content index to support self-service). Through usage analytics, you can find content gaps where searchers have questions for which you don’t have content. Finally, you can improve self-service portal by using machine learning to continually improve search results and predict relevant content. For more, review our five self-service best practices.

Coveo search solutions

Find the support you need

Free customer support site assessment

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.

Customer success & support

We offer a support system to help ensure your success, including online training, product coaching, and health reviews.

150+ trusted partners

From system integrators to technology partners and agencies, find the right partner to accelerate your success.

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