Coveo for SAP CX: AI Search, Recommendations, and Generative Answering
Maximize the value of your SAP Commerce and Service Cloud solutions with AI that provides predictive search, tailored recommendations and generative answers at scale for a unified digital customer experience across your SAP CX portfolio. Apply AI across use cases to help customers find the right product with personalized shopping experiences and to help customers self-service while sharing insights with agents for a faster, connected resolution.
Overview
Increase conversions with AI that surfaces relevant products and knowledge
Help users find what they’re looking for with predictive search, AI-powered listing pages, and dynamic navigation on your SAP Commerce store and customer self-service sites - without the need for manual rules. Help users navigate even the largest, most complex product catalogs or technical documentation, with dynamic faceted search and navigation that automatically adjusts filters and values for relevancy.
Create richer shopping experiences with personalized interactions
Boost site engagement and product discovery with personalized results and experiences that evolve in real-time based on in-session behavior without manual tuning or a high volume of data. Equip merchandisers with AI-powered recommendation strategies such as 'Popular items' or 'Frequently Bought Together' to apply to B2C or B2B storefronts.
Empower agents with unified knowledge discovery to speed up resolution
Empower agents with unified access to enterprise-wide knowledge beyond content that resides in SAP. Provide agents with proactive customer behavior insights (views, clicks etc.) to contextualize cases and decrease time to resolution.
Details
Solution type
Extensions and Add-ons
Industry
Cross-Industry, Retail, Consumer Products, Industrial Manufacturing, Wholesale Distribution
Compatibility
Works with
Features
AI-driven Search and Recommendations
Apply machine learning models in a few clicks to power AI search and recommendation strategies across all your sites, including e-commerce, .com, community portals and the agent console. Help customers discover more of your product catalog and knowledge articles with personalized recommendations.
Generative Answering (GenAI)
Provide secure answers to complex questions from various knowledge sources and product catalogs within and beyond SAP. Apply generative answering across the user journey to guide shoppers to relevant products, help customers self-service and equip agents with fast, accurate answering.
Customer Insights
Gain valuable insights on site interactions (searches, clicks etc.) across the user journey to enhance service and commerce experiences. Visualize insights on content gaps, revenue attribution, conversions and the impact of recommendation strategies on average order value.
