AI-Powered Search for Customer Service

All the features for ultra-relevant customer journeys

Coveo delivers the AI-powered relevance behind amazing customer service experiences – from effortless self-service to efficient assisted support.

Service & Support
Image Background
Customer Self-Service

Make sure customers find what they need

A man with a tablet is thinking about state-of-the-art recommendation systems.

Provide query recommendations as customers search, guiding them gently and efficiently towards the most relevant content.

Offer every customer their own flavor of search results based on context and previous interactions.

Add filters then enable machine learning to display only the ones relevant to the query at hand. Let customers filter results easily to zero in on what they need.

Provide real-time personalized recommendations based on a user’s profile, interactions, areas of interest, or other similar profiles. Show your customers you understand them.

Even when a customer hasn’t logged in, make suggestions based on their searches and clicks. When they log in or create an account, automatically stitch the data.

Offer up content based on where a customer last left off or what others found useful, supporting them before they even go looking for answers.

As a customer raises an issue in your case submission form, recommend the most relevant content. An instant answer could be just a click away.

Add AI-powered recommendations to simplify the customer workflow by automatically suggesting the appropriate dropdown values and classifications.

Connect your chatbot to AI-powered search to tap into helpful content that wasn’t mapped or that exists in another resource library.

Leverage contextual cues from a person’s search and interactions to provide relevant, personalized answers right on the results page.

A man with a tablet is thinking about state-of-the-art recommendation systems.
Image Background
Agent Enablement

Give agents the tools to drive resolutions quickly

Ensure quick access to customer & product knowledge within customer service

Provide AI-powered recommendations based on case data to guide agents towards the most helpful content even before searching.

Access a snapshot of a customer’s most recent actions to see which resources they’ve consulted or actions they’ve already taken.

Type quickly and find faster with predictive search query suggestions. Even if you make a typo, get relevant search results promptly.

Use a query, recent history, or role-specific criteria to increase result relevance, suggest content, and recommend topics most likely to lead to a speedy resolution.

Enable one-click actions directly in the search results panel for key tasks like Attach to Case, Copy to Clipboard, Send as Email, and more.

Keep your trusty search easy to access on the sidebar of your CRM panel. Or, expand it to fullscreen to dig deeper into your knowledge base.

Attach a knowledge resource that was useful to a case, or quickly review the content that’s been attached to ensure processes and methodology are followed.

Ensure quick access to customer & product knowledge within customer service
Experience Management

Deliver outstanding customer experiences

Proactive support made easy with AI

Get the best of both worlds by enabling AI-powered recommendations and adding manual tuning to boost or feature specific content.

Configure basic machine learning models to collect insights without coding, then put them to work. Or, choose our advanced configuration options.

Test one model against another or against standard ranking. By comparing query suggestions and search results, you can choose the most relevant configuration for your particular context.

Get started quickly with templates for customer self-service and case deflection, as well as trending queries and content. Drag and drop elements within a dashboard (or to another) and customize as you go.

Track the KPIs that matter most to you (including content gaps, self-service success, search effectiveness, and more) by customizing your dashboard. And, create custom events to collect data from any point along the journey.

Easily compare year-over-year figures and add visual representations of your data to help demonstrate business value and inform your service roadmap.

Get the big picture of your service journeys by bringing together search and interaction data from any channel, and connecting Google Analytics to your Coveo data.

A Lightning Web Component (LWC) library for assembling powerful and responsive Coveo for Salesforce search interfaces and Coveo Case Assist interfaces.

Proactive support made easy with AI
drift close

Hey 👋! Any questions? I can have a teammate jump in on chat right now!

drift bot