Coveo, a leading provider of enterprise AI Search, Recommendations and Generative Experience platforms that enable individualized, connected, and trusted digital experiences at scale with unified relevance, today announced two new GenAI business applications that bring Relevance Generative Answering into additional touchpoints across the Customer Experience journey: Relevance Generative Answering for Agents and Relevance Generative Answering for In-App Search. Coveo also announced more than 15 additional enhancements to the Coveo AI PlatformTM .
“Coveo has been leading in enterprise search for more than 20 years and has used AI extensively for more than a decade to individualize customer and employee experiences and drive superior business outcomes,” said Laurent Simoneau, President, CTO and Co-founder at Coveo. “We’re expanding our GenAI offering by bringing generated answers to agent and in-app experiences. This enhancement makes our platform more intuitive so business users can leverage our AI to easily power individualized, trusted, and connected experiences in every interaction across multiple channels.”
Generative AI Innovation Revolutionizing CX and EX
The Coveo Platform TM has a robust suite of AI and GenAI models delivering AI-relevance at every point-of-experience across websites, ecommerce, service, and workplace. Last year, Coveo launched Relevance Generative Answering for self-service and commerce use cases, and it’s already delivering significant results for early adopters. Today, adding to the breadth of Coveo’s GenAI offering, Relevance Generative Answering supports the agent and in-app search experiences with additional enhancements.
Relevance Generative Answering for Agents empowers business and IT teams to equip agents with fast access to relevant, accurate, traceable, and secure answers to complex service questions. Agents, tasked with being knowledgeable about customers and products while quickly resolving issues, can avoid prolonged search times thanks to generative answering, which promptly delivers summarized and detailed responses to intricate questions. Business teams can effortlessly deploy cutting-edge innovations like Generative Answering and Intelligent Hosted Search Pages by leveraging Coveo’s no and low code Builder and Atomic UI framework.
Relevance Generative Answering for In-App Search equips enterprises to enhance their SaaS-based applications by making features and capabilities more accessible and understandable, fostering adoption through Relevance Generative Answering. Companies with SaaS-based products can easily add generative answering into their apps by leveraging Coveo’s In-Product Experience (IPX) builder capability. IPX enables users to have quicker access to trusted information, right from where they are working.
New Features for Relevance Generative Answering
In addition to making Relevance Generative Answering a multi-use case and multi-UI solution that can be used across the customer experience journey, Coveo continues to enhance product capabilities. Early access innovations include:
- Follow-up questions – LLM-generated questions help guide visitors to the next logical question or answer
- Conversational experiences – Enable searchers to have dynamic natural language conversations with LLM-generated follow-up questions that incorporate question history and user context
- Rich text formatting – Provide more visually appealing answers such as lists, code, or tables to visitors’ questions
- Multilingual support – Support multilingual dialogue in languages including French, Spanish, Italian, and German
Empowering Retailers with Product Discovery, AI-Powered Merchandising and Modern Frameworks
Retailers looking to engage shoppers with a unique digital storefront and expert knowledge can benefit from Coveo’s newest innovations. Retailers can streamline commerce by simplifying product catalog management, minimizing manual interventions, and introducing AI-powered tools for merchandisers to balance search relevance with strategic business goals, including the promotion of high-margin products. Innovations include:
- Extract true shopper intent with Semantic Encoder for Product Catalogs (early access): This new AI model improves query understanding and reduces even further the need for manual tuning and synonym additions. Teams can deliver the most relevant results through users’ natural language queries.
- Easily index your SAP product catalog data with Coveo’s Native Push Integration: Retailers can leverage the full power of Coveo’s AI Search and Generative Answering capabilities in SAP Commerce Cloud storefronts with Coveo’s native push integration and modern, composable frameworks.
- Balance business objectives and relevant results for shoppers with Business-Aware Ranking model (early access): Beyond simply layering business rules on top of AI, merchandisers can now let AI optimize for the outcomes they care about while optimizing the shopper experience. This model gives business users control over product listing results, positively impacting revenue per visitor.
- Empower teams with visual, intuitive ways to manage performance with Search Merchandising Essentials (early access): Empower merchandisers with an easy way to create business rules for boosting, burying, and pinning products with Search Merchandising Essentials added to the Merchandising Hub.
- Avoid the dreaded ‘no search results’ with Query Suggestions Automatic Fallback – now in GA: Enhance customer engagement by automatically presenting the last successful set of suggestions, increasing the likelihood of relevant product discovery.
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