Coveo has expanded its collaboration with SAP to introduce an app designed for SAP Service Cloud. The Coveo AI Search and Recommendation for SAP Customer Experience is now available on the SAP Store, joining Coveo’s existing app for SAP Commerce Cloud.
“With Coveo now endorsed for both SAP Commerce Cloud and SAP Service Cloud, enterprises can expect a high level of quality based on SAP’s premium certification. By leveraging AI-powered search and recommendations, businesses can deliver fast, accurate, individualized and relevant experiences at every touchpoint—for consumers, shoppers or contact center agents—driving real, measurable value across their digital journeys,” said Seamus O’Riordan, VP of Alliances at Coveo.
This move will streamline the customer journey, allowing businesses to offer tailored solutions to their audiences. The app leverages Coveo’s advanced AI search capabilities and comprehensive suite of AI models to optimize various aspects of the digital journey. From product discovery in SAP Commerce Cloud to content retrieval in SAP Service Cloud, the integration aims to transform how users interact with SAP technologies.
Coveo AI allows businesses to unify their knowledge bases, enabling seamless search functionality across interfaces like self-service portals, in-app tools, and customer service consoles. Generative answering capabilities improve the user experience by delivering precise responses to complex queries.
For example, businesses can guide customers to relevant products, help them resolve issues independently, and equip agents with accurate information to improve response times and satisfaction scores.
The solution ensures secure and consistent answers across platforms by providing a single source of truth for shopping and service interactions. This advancement supports shoppers and customers and boosts efficiency for contact centre agents, resulting in measurable business value.