A New Generative AI Question Answering Capability for Enterprises
Coveo has introduced a new feature called “Coveo Relevance Generative Answering.” This feature will be initially available to customers with self-service use cases starting this summer, followed by other use cases in customer service, commerce, website, and workplace search. This new feature will use various Large Language Models (LLMs) to provide the most accurate answers for different use cases. The Coveo Relevance Generative Answering will combine these LLM technologies with its own powerful enterprise search and relevance technology, which uses strategies such as Retrieval Augmented Generation (RAG).
This new feature will help companies improve their search capabilities by providing quick, relevant, accurate, and easy to read answers to search inquiries.
Coveo’s Mission to Avoid Generative AI Pitfalls
The rapid rise of ChatGTP has put generative AI in the forefront of people’s minds. Despite generative AI having downfalls, such as misinformation, lack of personalization, and lack of privacy, Coveo believes that the demand for generative AI in digital experiences will be paramount. This is why it is important to Coveo that their Coveo Relevance Generative Answering technology avoids the pitfalls that other generative AI has. It is a priority that their technology provides their users with answers that are relevant, accurate, and based on current sources while also complying with their users’ security and privacy.
How Coveo Relevance Generative Answering Works for Customer Service
Coveo creates a unified index of all customer service and knowledge documents and keeps them up-to-date, secure, and private. These documents might include manuals, user guides, customer support articles, FAQs, etc. When a user searches for information, Coveo will search through the unified index for relevant information and answers for the specific user. While doing this, Coveo also considers the user’s access rights to ensure that they only see information they are allowed to see.
Coveo Relevance Generative Answering will then use an LLM to summarize the relevant information and content it found from the unified index to provide an easy-to-understand personalized answer with proper citations so the user can track where the information came from.
Benefits of Coveo Relevance Generative Answering
As you can tell from the example above, Coveo Relevance Generative Answering will help improve your company’s customer service, but the benefits don’t stop there. This new technology will positively impact commerce, websites, and workplace applications as well. Coveo Relevance Generative Answering will help customers find the products they are looking for, help customer service representatives find solutions quicker, and help employees find resources and answers to questions relevant to their job. This ultimately results in more satisfied customers and employees, which means improved customer loyalty and reduced employee turnover.
Coveo’s new Relevance Answering technology is going to revolutionize enterprise search by providing relevant, accurate, and personalized information that is easy to understand and is secure. Coveo has made it a priority to avoid the pitfalls other generative AI faces. With their expertise and experience, Coveo has successfully positioned to make LLM capabilities enterprise-ready.
As one of the select few Coveo Platinum partners, Perficient offers specialized expertise in creating cutting-edge intelligent search solutions that enhance user productivity and improve the overall customer experience. We are excited to leverage Coveo Relevance Answering to set our clients up for success in today’s fast-paced digital landscape. Learn more about how we can help your business integrate Coveo’s new capabilities.