According to Coveo, when it comes to creating exceptional experiences for your prospects, customers, and employees, the critical factor is relevance. From their roots in enterprise search, the company has evolved to a focus on providing relevant information to current and prospective customers, as well as employees, throughout their respective journeys with an organization.
The company believes that relevance is essential in improving customer satisfaction, Net Promoter Scores, partner engagement, and even operational efficiency and revenue growth. The company realized that its clients had a wealth of information about the needs and actions of their customers and employees — they just weren’t able to use it.
The company’s solution captures information about the content that customers and employees access and the actions they take, and then applies machine learning to determine the most relevant information those customers or employees may need at any point in their interaction with the organization.
Importantly, this capability extends far beyond traditional use cases such as purchase recommendations or search results. Instead, organizations can embed recommendations directly into products, chatbot interactions, and into things like support workflows (providing support staff with relevant information on the customer they’re supporting) to enhance the experience at different points of interaction.
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