How athenahealth Empowers Agents Through AI Customer Support

Coveo’s AI customer support tools not only provide each new customer support agent with what they need to meet customer service expectations, but they also impact the company's internal culture. With new agents needing fewer steps to find what they need, they can often locate the right resource the first time, without moving to another tool.

It's simple to search the Salesforce environment if they cannot find what they need from a personalized recommendation. This reduction in friction and fewer tools to learn helps them onboard quickly and with less stress. It also keeps them from using other agents as resources, as they are busy with their own caseloads. Customer satisfaction happens in more cases, which is seen in the reduction of escalated cases.