The Big Picture Service Coveo provides health insurance Operations organizations with AI-powered search, The Challenge: Roadblocks like external content, and journey orchestration. slow onboarding or a lack of analytics around service processes can slow case resolutions and hinder cross-sells and upsells. The Solution: Coveo helps reduce Agent Assist case resolution time and increases revenue by measuring agent The Challenge: When agents have to and member interactions against spend time searching for the data benchmarks. they need across multiple windows, customer satisfaction and agent productivity drop. The Solution: Coveo indexes and displays analytics in a single view allowing agents to improve case handle time and boost productivity. Artificial Intelligence Strategy The Challenge: Members expect Knowledge answers to their questions, on their preferred channel, in a timely and Content manner. The solution needs to The Challenge: Siloed content be scalable. repositories make it difficult to access The Solution: Coveo moves beyond and share information. simple typo tolerance and The Solution: Coveo enhances spell-check to fine-tune relevant customer satisfaction by building content by permissions, role, device, a unified index that makes all location, language, and even past knowledge available in a single behavior, fully orchestrating the experience. customer service journey.