Coveo delivers AI-powered search and knowledge recommendations directly inside your ServiceNow Employee and Customer Workflows.

How does it work?

Coveo's cloud platform connects to over 50+ enterprise applications -- both cloud and on-premise -- to securely unify and deliver that content inside your agent workspace, employee workspace, or customer service portal.
Out-of-the-box Coveo Machine Learning analyzes what knowledge performs best for agents, employees, and self-service users then automatically optimize the search experience in real-time based on successful outcomes. The result? Quicker and more relevant answers to enhance your customer experience and employee experience.
Tracks end-to-end user journey data to empower your team with rich analytics that helps them identify content gaps, understand user behavior, and measure KPIs such as case deflection and self-service success.

Key Features & Capabilities:

Unified search - make enterprise-wide data accessible in ServiceNow
Personalized HR & IT portals for a seamless employee experience
Proactive knowledge recommendations for agents
Support for smart chatbots to deliver a consistent service experience
Online case deflection to help reduce ticket volume to the service desk
Rich analytics dashboards and insights into user journey and actions

Available across ITSM, HRSD, and CSM modules.

IT Service Management (ITSM)

Coveo within your IT workflow enables you to extend the value of your ServiceNow investment and bring additional ROI to improve agent productivity. It enables employees to efficiently self-serve on your IT service portals and reduces your service center costs.

Increase service team productivity and improve incident resolution time by surfacing the right content from across all your knowledge bases directly in their ServiceNow incident console.
Improve incident deflection on your IT service portal by providing Machine Learning driven content and recommendations according to employee context.
Optimize service operations by gaining insight into how your employees are self-serving, where they struggle, and why.

HR Service Delivery (HRSD)

Coveo within your HR workflow enables you to make it easy for employees to find the information they need while also reducing some of the manual repetitive tasks currently faced by most HR specialists.

Increase employee service center productivity by surfacing the right content from across all your knowledge bases directly in ServiceNow.
Reduce portal fatigue and improve case deflection by unifying content from across all sources and using machine learning to deliver the most relevant content automatically.
Optimize service delivery by identifying content gaps that are leading to dead ends, track case deflection and knowledge performance.

Customer Service Management (CSM)

Coveo within your Customer Service workflow drives agent productivity and creates more effortless self-service experiences for your customers. Your customers and employees provide valuable signals with each interaction– every click, every swipe, every search. Coveo tracks signals from the entire user journey and with Machine Learning continually improves each interaction so that they connect with the content they need with the least amount of effort.

Increase agent productivity and productivity proficiency by surfacing the right content at the right time directly in their ServiceNow case console
Create more effortless self-service experiences on your customer portals by providing the most relevant content according to their context and intent
Allow admins, business users and KCS™ practitioners to make informed support decisions based on behavioral data -- not guesswork

Drive Business Results

Coveo has enabled a wide range of enterprise-scale customers to achieve their goals with measurable outcomes Average reported customer metrics for Coveo AI-powered search and recommendations to include:

Reduced Escalation Rate: 35% Improvement
Reduced Handling Time: 75% Improvement
Reduced Agent Onboarding Time: 40% Improvement
Case Deflection Rate: 30% Improvement

Trial

Request a free 30-day full enterprise trial today so that you can get started on understanding the benefits AI-powered search and knowledge recommendations can bring to your business.