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Coveo's Relevance Generative Answering Solution, Now Generally Available

By Tracey E. Schelmetic December 20, 2023

Answering customer questions is at the core of call center operations. Unfortunately, it’s not always easy for human agents to quickly source the material they need to accurately answer said questions. But with the help of generative AI, the process can be both sped up and made more accurate as well, leading to direct improvement of both the customer and agent experience.

Coveo recently announced that its Relevance Generative Answering solution became generally available on December 15 (after several months of testing with several enterprises). The company continues to add to its roster of customers signing order forms for Coveo's enterprise-ready Relevance Generative Answering with large enterprises like SAP Concur. Earlier this year, Coveo launched the Relevance Generative Answering Design Partner Program working with customers, including Informatica, Synopsys, VMware, Xero, and Zoom Communications.

The company noted that early results were significant, driving additional business value for early adopters. Xero found that the average customer search time decrease approximately 40% and search sessions requiring additional customer experience (CX) support decreased by more than 20% with the use of relevance-augmented generative answers in Xero Central. An unnamed large tech customer found that generated answers allowed end-users to save nearly 10 minutes searching for an answer.

“We are in a new era, where technology is not only about meeting expectations; it's setting the stage for the future of digital interaction,” said Coveo's founder, president and CTO, Laurent Simoneau. “We’ve been working with forward-thinking global enterprises on their AI strategy for more than a decade. It's exciting to be a part of the quantum leap generative answering has created and to witness the exponential business value our customers are already achieving with our platform. As more enterprises roll out generative answering across commerce, service, workplace, and website applications, we’re looking forward to driving business value and impacting the bottom-line for our customers.”

Deployed quickly on top of the Coveo AI Search Platform, Coveo Relevance Generative Answering generates answers to complex user queries within digital experiences by leveraging Large Language Models (LLMs) on top of the unified indexing and relevance functionality of Coveo's platform.

Edited by Alex Passett
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