Comment la réponse aux questions GenAI permet d' augmenter de 11 % le succès du self-service

F5 is everywhere, even if you haven't heard of us. We secure and deliver nearly half the world's apps, powering digital experiences that touch millions of people every day. With over six thousand employees and a twenty five year legacy, we're committed to help each other thrive and build a better digital world. With so much knowledge to manage, we knew we needed a smarter way to deliver the answers our customers and employees rely on. That's why we've partnered with Coveo since twenty eighteen. Our first project with Coveo back then, unify the search experience across more than twenty different web properties and create a ridiculously easy F5 experience for our users. The results were outstanding. Within nine months, we saw a thirty six percent uplift in search success with visitors finding the right results and a thirty five percent increase in clicks through to content. Knowledge article feedback shot up sixty three percent, far exceeding the industry benchmark. Fast forward to twenty twenty three when our executive team set a clear mandate. We need to get in the Gen AI game fast. We knew Coveo could help us make it happen, so we joined their generative AI design partner program to test out Coveo relevance generative answering. The focus, accuracy, usability, and speed to market. In just thirty days, we launched the solution across key platforms, including Maya five and our internal CRM system, and the results speak for themselves. With Coveo Relevance Generative Answering, our customer self-service resolution rate has improved by eleven percent. This means we've saved over a hundred and fifty thousand dollars by not having those questions submitted for our support team to field, protecting valuable resources to focus on solving issues that are new. This is massive. That's eleven percent of our customers not having to call an agent. Unnecessary searches have dropped significantly. Customers are finding what they need faster, and our support agents can focus on solving more complex cases efficiently using generative answers backed by clear, reliable sources. What sets Coveo apart is the relevancy, accuracy, and transparency of every answer. Customers and agents alike can see exactly where answers come from, building trust every step of the way. And Coveo's flexibility means we can tailor solutions to specific use cases, whether it's for our support teams, customers, or partners. At F5, we're all about providing innovative customer first experiences. Coveo relevance generative answering has helped us do just that, bringing secure, accurate, and fast answers to every corner of our organization. It's a partnership that's driving real impact, and we're just getting started.