Coveo, a leader in relevance platforms that transform search, recommendations, and personalisation within digital experiences, announced ‘Personalised Agent Full Search’ and a Slack connector built on the latest technology from Salesforce and Coveo.
Service and support interactions have often become make-or-break for customer loyalty. Due to the rise of self-service, customers typically come to the contact centre with only their most complex and frustrating problems, often as a channel of last resort.
A recent Microsoft survey found that 36% or respondents thought the most frustrating aspect of a poor customer service experience is an agent that lacks the knowledge or ability to solve the customer’s issue.
Combined with generally increasing customer expectations, and the switch to remote and hybrid work, this has put more pressure on customer service agents and can be a major factor in staff turnover and talent scarcity. Coveo’s new agent experience aims to equip customer service and support representatives with the information they need to be productive and proficient, even on day one.
Sawan Deshpande, General Manager Service and Workplace at Coveo, said: “We regularly connect with our customers to get a better understanding of what technology would help make their employees’ jobs easier.
“The resounding consensus was that customer service agents crave the ability to personalise the full search experience for their own specific needs.”
Coveo’s new agent search experience features:
- Personalised Agent Full Search: A customised search page that adapts to each agent, provides a powerful full search experience with advanced facets and personalization capabilities. Agents are able to view all of their recent searches and recently opened documents, and can save their own facets and filters. Built with Coveo’s new UI library called Quantic, which leverages both the new Coveo Headless UI framework and Salesforce’s latest UI technology Lightning Web Components (LWC)
- Slack Connector: Agents now have easy access to search Slack conversations directly within Salesforce. This connector includes hybrid indexing, a rich dataset that opens new relevance capabilities, and they can choose which users or channels to index
Deshpande added: “Coveo’s new Personalised Agent Full Search and Slack connector make it easier to connect with just the right people and information at just the right time to help resolve cases faster and increase customer loyalty.
