Coveo AI‑Relevance Platform

The way it makes it easy to deep dive into all our articles, cases, websites, loose documentation and make everything easily searchable through a few prompts, with actual relevant results. If you want organization, searchability and ease of use, this is the go-to tool for it!

The ability to use AI with the existing information we have already indexed for our search pages.

Case Assist with CRGA we love this! It gives our customers a generated answer prior to opening a case. Unified search in our Customer Hub, in our Salesforce insight panel and in our Product all with generative answering. Reporting and tracking capabilities give us so many insights into our customers' experience, what they are looking for, where they get stuck and what areas of our product they have questions about or need help with.

With all the information it gathers, this tool can be a bit overwhelming at the start. It truly shines when you know how to filter through it, organize it and at times limit the search to specific groups of information you want it to draw from. While our company did release a small introduction to it, seeing all that information on the screen can be overwhelming to some users. Feedback from users on how the data is shown is paramount with this tool, to make sure you don't scare your users from it.

The difficulty in setting up reports and analyzing CRGA results. We are unique and not using the OOB functionality but calling APIs on our custom form and several APIs keys needed to capture information were not discussed during implementation. Coveo assisted after go-live and helped our IT team ensure everything needed was added but it was weeks after our go-live before it was called out.

It is a search engine so it does not have a lot of additional uses beyond search like case analysis or knowledge creation. It is fairly expensive.