Coveo AI Selected by Docusign to Power Next-Generation Customer Support
DocuSign (NASDAQ:DOCU) has selected Coveo's AI-Search and Relevance Generative Answering solutions to enhance its customer support operations. The partnership aims to improve self-service capabilities, streamline agent workflows, and deliver consistent, relevant answers across all support channels.
Coveo's AI-Relevance Platform, featuring 11 AI models for real-time relevance, will help DocuSign integrate various content sources, enhance case deflection through generative answering, and improve operational efficiency by reducing information search time. The implementation focuses on delivering scalable, secure, and intelligent support solutions to optimize customer and agent experiences.
DocuSign (NASDAQ:DOCU) ha scelto le soluzioni di AI-Search e Risposte Generative di Coveo per migliorare le sue operazioni di assistenza clienti. La collaborazione punta a potenziare le capacità di self-service, ottimizzare i flussi di lavoro degli agenti e fornire risposte coerenti e pertinenti su tutti i canali di supporto.
La piattaforma AI-Relevance di Coveo, che include 11 modelli di intelligenza artificiale per la pertinenza in tempo reale, aiuterà DocuSign a integrare diverse fonti di contenuto, aumentare la deviazione dei casi tramite risposte generative e migliorare l'efficienza operativa riducendo i tempi di ricerca delle informazioni. L'implementazione si concentra sull'offrire soluzioni di supporto scalabili, sicure e intelligenti per ottimizzare l'esperienza di clienti e agenti.
DocuSign (NASDAQ:DOCU) ha seleccionado las soluciones de Búsqueda AI y Respuestas Generativas de Coveo para mejorar sus operaciones de soporte al cliente. La alianza busca potenciar las capacidades de autoservicio, agilizar los flujos de trabajo de los agentes y ofrecer respuestas coherentes y relevantes en todos los canales de soporte.
La plataforma AI-Relevance de Coveo, que cuenta con 11 modelos de inteligencia artificial para relevancia en tiempo real, ayudará a DocuSign a integrar diversas fuentes de contenido, aumentar la desviación de casos mediante respuestas generativas y mejorar la eficiencia operativa al reducir el tiempo de búsqueda de información. La implementación se enfoca en brindar soluciones de soporte escalables, seguras e inteligentes para optimizar la experiencia de clientes y agentes.
DocuSign (NASDAQ:DOCU)는 고객 지원 업무를 강화하기 위해 Coveo의 AI 검색 및 생성형 답변 솔루션을 선택했습니다. 이번 파트너십은 셀프서비스 기능을 향상시키고, 상담원 업무 흐름을 간소화하며, 모든 지원 채널에서 일관되고 적절한 답변을 제공하는 것을 목표로 합니다.
Coveo의 AI-Relevance 플랫폼은 실시간 적합성을 위한 11개의 AI 모델을 포함하여, DocuSign이 다양한 콘텐츠 소스를 통합하고 생성형 답변을 통해 사례 회피를 강화하며 정보 검색 시간을 줄여 운영 효율성을 높일 수 있도록 지원합니다. 구현은 고객과 상담원의 경험을 최적화하기 위해 확장 가능하고 안전하며 지능적인 지원 솔루션 제공에 중점을 둡니다.
DocuSign (NASDAQ:DOCU) a choisi les solutions AI-Search et Réponses Génératives de Coveo pour améliorer ses opérations de support client. Ce partenariat vise à renforcer les capacités en self-service, à optimiser les flux de travail des agents et à fournir des réponses cohérentes et pertinentes sur tous les canaux de support.
La plateforme AI-Relevance de Coveo, dotée de 11 modèles d'IA pour la pertinence en temps réel, aidera DocuSign à intégrer diverses sources de contenu, à améliorer la gestion des cas grâce aux réponses génératives et à accroître l'efficacité opérationnelle en réduisant le temps de recherche d'informations. La mise en œuvre se concentre sur la fourniture de solutions de support évolutives, sécurisées et intelligentes pour optimiser l'expérience des clients et des agents.
DocuSign (NASDAQ:DOCU) hat die Lösungen AI-Search und Generative Answering von Coveo ausgewählt, um den Kundensupport zu verbessern. Die Partnerschaft zielt darauf ab, die Self-Service-Fähigkeiten zu erweitern, die Arbeitsabläufe der Agenten zu optimieren und konsistente, relevante Antworten über alle Support-Kanäle hinweg bereitzustellen.
Die AI-Relevance-Plattform von Coveo mit 11 KI-Modellen für Echtzeit-Relevanz wird DocuSign dabei unterstützen, verschiedene Inhaltsquellen zu integrieren, die Fallvermeidung durch generative Antworten zu verbessern und die Betriebseffizienz durch Verringerung der Informationssuchzeit zu steigern. Die Implementierung konzentriert sich darauf, skalierbare, sichere und intelligente Supportlösungen zu liefern, um die Erfahrungen von Kunden und Agenten zu optimieren.
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Insights
DocuSign's adoption of Coveo's AI tools aims to boost support efficiency and customer self-service capabilities, potentially enhancing operational performance.
This partnership represents a strategic technology investment for DocuSign as they implement Coveo's AI-Relevance Platform to transform their customer support infrastructure. The integration focuses on three key areas: improving self-service success rates, streamlining agent workflows, and ensuring consistency across support channels.
The implementation of Coveo's technology is designed to address specific operational pain points in DocuSign's support ecosystem. By leveraging Coveo's 11 AI models that power real-time relevance, DocuSign aims to unify fragmented content sources while delivering more contextually appropriate responses to customer queries. This should theoretically reduce the time agents spend searching for information and improve case deflection rates.
From a technical implementation perspective, this represents more than a simple tool adoption. Coveo's platform, developed through a decade of AI innovation, was likely selected for its enterprise-grade scalability and security features – critical requirements for a company like DocuSign that handles sensitive agreement data.
The most significant potential impact lies in operational efficiency gains. If successful, this implementation could reduce support costs while simultaneously improving customer satisfaction metrics by providing faster, more accurate responses. However, the actual ROI will depend on execution quality, integration depth, and how effectively DocuSign's teams adapt to the new AI-augmented workflow systems.
Enhancing Case Deflection and Agent Efficiency with AI-Search and Generative Answering
With Coveo, Docusign aims to improve self-service success, streamline agent workflows, and ensure consistent, relevant answers across all support channels, helping customers and agents find the right information faster.
Docusign recognized that the Coveo AI-Relevance Platform™, honed over a decade of AI innovation, would provide the scalability, security, and intelligence required to optimize its customer support operations, drive efficiency, and improve both agent and customer experiences.
Coveo: The AI Advantage for Customer Support
Coveo's AI-Search and generative answering capabilities help some of the world's largest enterprises improve customer self-service, reduce support costs, and empower agents with the right knowledge at the right time. With 11 AI models powering real-time relevance, Coveo enables organizations like Docusign to:
- Bring together various content sources to deliver the most relevant content instantly to customers and agents
- Enhance case deflection and self-service success with generative answering
- Improve operational efficiency by reducing the time spent searching for information
"As customer expectations for self-service and AI-powered support continue to rise, Docusign is taking a forward-thinking approach by investing in AI relevance," said John Grosshans, COO at Coveo. "We look forward to working alongside them to achieve their goals and deliver an exceptional support experience."
About Coveo
Coveo brings superior AI-Relevance to every point-of-experience, transforming how enterprises connect with their customers and employees to maximize business outcomes.
Relevance is about moving from persona to person, the degree to which the enterprise-wide content, products, recommendations, and advice presented to a person online aligns easily with their context, needs, preferences, behavior and intent, setting the competitive experience gold standard. Every person's journey is unique, and only AI can solve the complexity of tailoring experiences across massive, diverse audiences and large volumes and variety of content and products.
Our Coveo AI-Relevance™ Platform enables enterprises to deliver hyper-personalization at every point-of-experience, unifying all their data securely, with the highest level of contextual and prescriptive accuracy while simultaneously optimizing business outcomes.
Coveo brings AI-Relevance to the digital experiences of many of the world's premier and most innovative brands, serving millions of people across billions of interactions.
What we believe is bold: Digital is everywhere, Relevance is not. It's the only way to win in the digital age.
The Coveo AI-Relevance Platform ISO 27001, ISO 27018, and ISO 27017 certified, SOC2 compliant, HIPAA compatible, with a
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Coveo is a trademark of Coveo Solutions, Inc.
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SOURCE Coveo Solutions Inc.
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