Coveo AI‑Relevance Platform

1) The ability to connect a wide range of product and document sources to the Coveo index, with many out of box connectors, including to our Commerce engine, which facilitated implementation time and effort. 2) The product is very complete which allows to develop many use cases in the realm of AI search, commerce, service and personalization experiences 3) From a running and operational side as a business user, the independence to drive resuts to the search, listing pages and recommendations without the need of technical intervention. This agility is key as we need to adapt to product lifecycle changes or when there is feedback from product management, customer service, and other.

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

The team at Coveo is fantastic to work with, they are knowledgeable, listen to feedback and help solve complicated problems. The ability to know that our content security needs are in great hands as we need to deliver both public and secure information to our users. The CRGA product is a huge win for our organizations to help deliver relevant answers to user questions and increases efficiency in deflecting support cases.

It is a product built for enterprise search and therefore implementation can be non trivial for first time technical users on the platform. In terms of connecting to own datalake instance for data visualization, has been hard as not using the same cloud provider.

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.

The way the contracts are structured is opaque and there's no option for enterprise licensing to get away from the consumption model. With the new Gen AI SKU's, the limitations on both the consumption model and volume of content allowed to be vectorized make scaling a concern after the initial rollout. Requires amending the contract if things go well. The CRGA product is great but the prompting in the models that they leverage are a black box to the customer so we are forced into feedback loop cycles to make improvements.