Perficient is excited to announce we’ve won Coveo’s exclusive partner award for the third time since inception! The Accelerator Award commemorates a Coveo partner and customer that worked together and exhibited deep knowledge and technical expertise and clearly delivered value-driven business outcomes. 

A Coveo platinum partner with 100+ Coveo consultants globally, our award-winning work in collaboration with ADI | Snap One paved the way for increased conversions and purchases with fewer rules while improving employee efficiency. Coveo’s Merchandising Hub and dashboards provide ADI | Snap One with a single, centralized location to seamlessly understand and better service customers.  

This award highlights the outstanding efforts and achievements our team delivers using the Coveo platform to accelerate value-driven business outcomes for our clients. A big thank you to our client, ADI | Snap One. Our joint success is a result of the true collaborative spirit you brought to the project and fostered among your team. And to Eric Immermann, Director Enterprise Search, Zachary Fischer, Senior Solutions Architect, and Kyla Faust, Alliance Manager, at Perficient, we are grateful for your dedication to the Coveo partnership, and to the entire team for their ongoing collaboration in ensuring the success of our joint customers.  

“We are honored to receive the Coveo Accelerator Award, which reflects the strength of our partnership with Coveo and ADI | Snap One, said Michael Patterson” Managing Director, Data and Analytics. “This recognition reinforces our shared commitment to innovation, and we are excited about the opportunities that lie ahead. We appreciate the support and collaboration from the Coveo team, which has been instrumental in our success.” 

Our expertise across various technologies and platforms allows us to effortlessly integrate intelligent search with numerous enterprise applications, unlocking valuable information and transforming your business. By utilizing the top features from leading industry platforms, we deliver innovative solutions tailored to the unique needs of each client. With Coveo, you can anticipate tangible benefits such as enhanced productivity, better customer satisfaction, and increased revenue.

“I am so proud of this team and humbled to be recognized by Coveo for the delivery of value-driven business outcomes,” said Eric Immermann. “Coveo’s platform allows us to rapidly deploy personalized and highly relevant commerce, knowledge, and generative experiences. By collaborating with Coveo, we can bring cutting edge and holistic implementations to our customers.”

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. 

Learn More  

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. 

Coveo Named Top Performer in Key Categories 

Coveo has received recognition as a champion in the 2023 Enterprise Search Data Quadrant by SoftwareReviews, a division of IT research and consulting. This recognition is a testament to Coveo’s commitment to customer success and delivering strong ROI for its customers. 

Based on real customer feedback, the composite satisfaction score given to Coveo was 8.9. Coveo received the highest scores in key areas such as trustworthiness, respectfulness, and fairness. Coveo was also rated highest in overall vendor capability satisfaction (82%), overall product feature satisfaction (87%), and likelihood to recommend (91%). 

Additionally, Coveo was a overall top performer in the report, ranking highest in four key categories: quality features, product strategy and rate of improvement, ease of administration, and ease of customization. 

Quality Features 

The quality of features offered by a software is of utmost importance for its users because software needs to be easy, reliable, intuitive, and effective at doing what you purchased it to do. When it comes to delivering quality features, the SoftwareReviews report ranked the Coveo Relevance Cloud as the top product with a score of 88%, which is 10% better than the average. Working with our team of Coveo experts can help you leverage Coveo’s quality features to its fullest potential.

Product Strategy and Rate of Improvement 

Assessing a vendor’s dedication to improvement and innovation is crucial when buying software. As a customer, you want to know if your vendor is committed to constantly improving its platform, so it does not become outdated. The report ranked Coveo as the most innovative enterprise search platform, finishing 7% better than the average in the category of product strategy and rate of improvement. 

Ease of Administration 

It is a huge competitive advantage when your IT team can resolve issues and perform configurations effectively with efficiency. The Coveo Relevance Cloud ranked as the top product in the category of ease of administration, meaning that users find it easy to use Coveo and it saves them time. User-friendly and intuitive administrative interfaces are important for IT staff to effectively manage configurations and resolve any issues with ease. 

Ease of Customization 

More often than not you need to add customizations to your out-of-the-box software in order to get the most out of the software. Customizing a software’s functionality to meet business goals is important for providing the best user experience and is the key to providing users with the personalized experience that they expect. However, if it is difficult to customize the functionality of your software it can diminish the productivity of your software. 

The Coveo Relevance Cloud outperformed the average by scoring 9% better and was ranked as the easiest product to achieve customization. This gives Coveo users a major competitive advantage and not only saves the users time but also cuts down on frustration. 

Learn More  

Coveo’s recognition as a top-performing platform in the 2023 Enterprise Search Data Quadrant by SoftwareReviews is a testament to the quality of products Coveo has to offer. Perficient is an award-winning Coveo Platinum Partner and we are honored to offer Coveo’s top-ranking enterprise search products to help you optimize your business 

Reach out to learn more about how we use Coveo’s top ranking enterprise search platform to give your customers the personalized experience they are looking for. 

In the previous part of this series, we discussed how enterprise search can accelerate innovation with a single source of truth. In this part, we will explore the fifth and final way to address information overload with AI-powered search: personalize interactions in the moments that matter

READ PART 4: Addressing Information Overload: Accelerate Innovation With a Single Source of Truth

5. Personalize Interactions in the Moments That Matter

A principal tool that life sciences companies have used to market and sell products is in-person visits. But as customer expectations shift, the number of products increase, and the amount of face time with healthcare professionals decreases, a new model is emerging that’s changing the way companies connect with customers and release products.

The model has evolved to a more-dynamic two-way relationship, that reaches healthcare professionals across channels, fits their lifestyle, and adapts to the speed of their practice. It’s the information they need, delivered where they want it, when they want it.

Enter AI and machine learning. These have the potential to personalize interactions across both in person and digital channels, enabling reps with tactical guidance and timely suggestions while delivering more-relevant content to customers along their digital journey.

The power of a robust enterprise search solution is in its ability to deliver better personalization through an understanding of the individual and an anticipation of their intent.

This solution:

• Should be responsive in providing answers
• Is proactive in making suggestions
• Is predictive in making recommendations

One of the most-popular features of an enterprise search solution is the document preview functionality. When a physician asks an impromptu question, they can quickly hover over a magnifying glass that appears next to a particular search result, which generates a preview of the file right then and there. Nothing’s opened. Nothing needs to be closed. It’s just the timely delivery of information.

Continuous communication with the field and education of new customers is imperative to keep everyone informed on the latest devices and therapies. And arming sales reps with quick access to relevant content to engage physicians is critical to creating value added relationships.

LEARN MORE: Our Partnership With Coveo

Unlock the Value of Information With Perficient

Leading life sciences companies use enterprise search solutions, built with advanced machine learning models and usage analytics, to search across multiple content sources in order to improve business processes like:

• Compliance
• Research and development
• Marketing
• And more

Coveo is a leading platform delivering search and relevance to top life sciences organizations.

As a Coveo Platinum Partner, we can help you design, architect, and implement modern enterprise search solutions that empower your users to be more successful, and ultimately impact the customer experience.

Our experience working with the world’s largest public pharmaceutical, biotechnology, and medical device companies, along with expertise across technologies and platforms, enables us to seamlessly integrate intelligent search with a variety of applications to unlock the value of information to transform your business.

CONTACT US: For a Free Structured Engagement That Helps Identify Your Business Challenges and Where We Can Help

Get Started!

Since life sciences organizations have numerous content repositories, including databases, document and content management systems, file shares, intranets, public websites, and, of course, clinical and safety systems, it is beneficial to have a way to search all of these applications at once. With a single search box, you can quickly pinpoint the exact document or information that you need.

Gain comprehensive step-by-step guidance on how life sciences companies can leverage an insight engine like Coveo to support use cases ranging from drug discovery to regulatory compliance and commercial operations with our interactive guide.

GET THE GUIDE: Address Information Overload in Life Sciences with AI-Powered Search

In the previous addition of this series, we discussed how enterprise search can enable you to locate the subject matter expert you are looking for through a search results sidebar. This sidebar includes contact information related to the search term for quick and easy access. In this part, we will explore the fourth way to address information overload with AI-powered search: accelerate innovation with a single source of truth

READ PART 3: Addressing Information Overload: Locate Subject Matter Experts in Your Organization

4. Accelerate Innovation With a Single Source of Truth

There is significant pressure to develop and bring products to market faster and smarter. And a declining return on R&D investments is propelling many to seek out creative ways to exploit data and optimize internal processes.

Data is:

• Complex
• Growing exponentially
• Often siloed across both internal and external sources.

Massive amounts of data are processed every day. From trade databases and scientific publications surfaced from PubMed to crawling internal data stores like SharePoint or OpenText Content Server, content is everywhere.

Regardless of the format or location, AI-powered search can help you locate that information and surface new insights to answer your questions.

And a blended index and multitude of connectors mean that IT doesn’t have to worry about migrating data or creating project specific data marts to consolidate data.

So, imagine the researcher who is able to return all relevant information with a single query.

It becomes simple to scour SharePoint and the MEDLINE database in one fell swoop, all from a single search interface.

Get Started!

Since life sciences organizations have numerous content repositories, including databases, document and content management systems, file shares, intranets, public websites, and, of course, clinical and safety systems, it is beneficial to have a way to search all of these applications at once. With a single search box, you can quickly pinpoint the exact document or information that you need. In the next addition of this series, we will discuss the fifth and final way to address information overload in life sciences with AI-powered search.

Gain comprehensive step-by-step guidance on how life sciences companies can leverage an insight engine like Coveo to support use cases ranging from drug discovery to regulatory compliance and commercial operations with our interactive guide.

GET THE GUIDE: Address Information Overload in Life Sciences with AI-Powered Search

In the previous addition of this series, we discussed how enterprise search can deliver relevant results, even when what you are searching for has several names. In this part, we will explore the third way to address information overload with AI-powered search: locate subject matter experts in your organization

READ PART 2: Addressing Information Overload: Deliver Relevant Information With AI-Powered Search

3. Locate Subject Matter Experts in Your Organization

How many times have you searched your company’s intranet or portal, or even emailed, messaged, or called your colleagues in an effort to find the most suitable person to answer your questions? Maybe they’re in HR or finance. Or, maybe they’re in regulatory affairs, clinical operations, or IT. Whatever the case, pinpointing that person can be frustrating.

With enterprise search, everyone can locate the person they’re looking for and do so quickly, thanks to its advanced search feature.

As users search specific keywords, the solution scours the data that was indexed from the company’s disparate databases, and serves up results that mention those keywords. Next to those search results, you’ll see information in a sidebar that includes profiles of content authors, including:

• Pictures
• Names
• Job titles
• Contact information
• Other useful details.

Here’s an example. Let’s say you’re relatively new to a company and a holiday just passed. Now you have to complete your timesheet. The drop-down menu in the system is a bit confusing and you’re not sure which option to select. Whom do you call to find out? Let the solution tell you! Type-in “time entry” and hit search. Presto, you just found the HR coordinator who wrote time-entry procedures.

In another example, imagine you’re conducting a global phase III trial and you need to find the head of a clinical site located in Japan. If you don’t have direct access to your company’s clinical trial management system (CTMS), it might be difficult to find this information.

But because an enterprise search solution is connected to the system and has indexed its content, you can find the correct point of contact with ease.

Get Started!

Since life sciences organizations have numerous content repositories, including databases, document and content management systems, file shares, intranets, public websites, and, of course, clinical and safety systems, it is beneficial to have a way to search all of these applications at once. With a single search box, you can quickly pinpoint the exact document or information that you need. In the next addition of this series, we will discuss the fourth way to address information overload in life sciences with AI-powered search.

Gain comprehensive step-by-step guidance on how life sciences companies can leverage an insight engine like Coveo to support use cases ranging from drug discovery to regulatory compliance and commercial operations with our interactive guide.

GET THE GUIDE: Address Information Overload in Life Sciences with AI-Powered Search

In part one of this series, we discussed how enterprise search can leverage the power of machine learning to automatically deliver the most relevant results and proactively recommend content. This facilitates easier information retrieval for compliance audits. In this part, we will explore the second way to address information overload with AI-powered search: deliver relevant information when a drug has many names.

READ PART 1: Addressing Information Overload: Facilitate Easier Information Retrieval With AI-Powered Search

2. Deliver Relevant Information When a Drug Has Many Names

Most people refer to pharmaceutical products by their trade name, but that’s not the case among life sciences professionals in research and development. In fact, during a product’s lifecycle, chances are it has been referred to by at least four names:

• A chemical compound
• A company code
• A generic name
• A brand name.

There are likely additional names and terms used since so many different groups of people interact with each product along the way.

With so many names for a single product, the task of trying to find a particular document that relates to the product in question can be incredibly frustrating, especially if your company’s enterprise search function isn’t that great.

From responding to physician inquiries to enabling research teams, the timely delivery of information is critical to success.

How does a document search typically work at your company? Imagine you’re searching the company’s database for information on Tylenol. Chances are your search will result in documents that only contain the brand name. After all, that was the search term you used.

But what about all those other documents that are related to Tylenol, but don’t mention the brand name? You know, the documents that mentioned Acetaminophen or N-acetyl-p-aminophenol? Those documents may be valuable to you, but they were excluded from the results.

Without searching for all the product names you’re aware of, you’re likely getting only one piece of the picture.

Get Started!

Since life sciences organizations have numerous content repositories, including databases, document and content management systems, file shares, intranets, public websites, and, of course, clinical and safety systems, it is beneficial to have a way to search all of these applications at once. With a single search box, you can quickly pinpoint the exact document or information that you need. In the next addition of this series, we will discuss the third way to address information overload in life sciences with AI-powered search.

Gain comprehensive step-by-step guidance on how life sciences companies can leverage an insight engine like Coveo to support use cases ranging from drug discovery to regulatory compliance and commercial operations with our interactive guide.

GET THE GUIDE: Address Information Overload in Life Sciences with AI-Powered Search

Do you spend hours each month searching for, but not always finding, the information you need to do your job? These are often not just ‘like-to-have’ files, but rather those that you actually need to complete your work. Other times, they are the ones that would help you do your job faster and better, if only you could find them.

A Better Way to Search

Many life sciences organizations have multiple content repositories including:

• Databases
• Document management systems
• File shares
• Content management systems
• Intranets
• Public-facing websites
• Clinical and safety systems.

What if there were a way to search all of those repositories at once, using a single search box, and quickly pinpoint the exact information that you need? What if that solution was also able to anticipate users’ needs and predict the content the user will need next?

In this blog series, we will highlight five ways pharmaceutical, biotechnology, medical device, contract research organizations (CROs), and academic research organizations (AROs) can leverage an artificial intelligence (AI) insight engine to support use cases ranging from drug discovery to regulatory compliance and commercial sales operations.

1. Facilitate Easier Information Retrieval for Compliance Audits

The US government disclosed the amount of time it takes to comply with the FDA’s requirements for the reporting and recordkeeping of human drugs and biologics, related to Investigational New Drug (IND) applications.

It’s probably no surprise that it takes an exhausting 22,801,297 total hours. Yes, you read that correctly.

Of that total, 413,196 hours are dedicated solely to recordkeeping. Now, multiply that by the number of drugs you’ve launched or are trying to launch, and you have a Herculean task of managing those records. Now, imagine having an FDA audit and being tasked to find a specific document!

Enterprise search makes the record-retrieval process simple. With the ability to connect to a range of data sources through a combination of pre-built and custom connectors, a platform can index content from:

• Your ecosystem of record, such as a document management system,
• CRM
• Portal
• Or even a clinical or drug safety system.

It can search text in almost any file format, stored in the cloud or an on-premises server, and even extract text from image files and PDFs through optical character recognition (OCR).

While enterprise search can be extremely helpful in an FDA audit, there are myriad other compliance scenarios supported by such a tool.

A solution can leverage the power of machine learning to automatically deliver the most relevant results and proactively recommend content.

The more users and content you have, the more useful it becomes.

Get Started!

Since life sciences organizations have numerous content repositories, it is beneficial to have a way to search all of these applications at once. With a single search box, you can quickly pinpoint the exact document or information that you need. In the next addition of this series, we will discuss the second way to address information overload in life sciences with AI-powered search.

Gain comprehensive step-by-step guidance on how life sciences companies can leverage an insight engine like Coveo to support use cases ranging from drug discovery to regulatory compliance and commercial operations with our interactive guide.

GET THE GUIDE: Address Information Overload in Life Sciences with AI-Powered Search

Over the last three blog posts, we discussed the importance of data democratization in financial services. Today, we want to share a few final words.

To maximize the value of data resources, they must be discoverable by those who require the information. Once a needed data source is identified, it is best to have an automated approach to request requisite entitlements and a framework to access the information through various means—all while adhering to the firm’s data policy and security constructs. The use of AI-enabled search, combined with a capable abstraction/connection layer, provides an effective, efficient solution to achieving data democratization.

The increase in the amount of data, along with the need for employees to access it, should encourage organizations to make the proper investments. It can help streamline operational efficiencies and even identify new business opportunities.

If you are interested in learning more about this topic, consider downloading our new guide The Search for Data Democratization in Financial Services.

If you have any questions about data democratization, our Handshake solution, or would like to discuss the topic directly with us, feel free to reach out to us.

In our last blog post, we shared a proven approach to architecting a metadata search solution. Today, we’ll share a few high-level details about a solution that Perficient built, which can allow all types of financial services companies to jump-start their data democratization programs.

Perficient has developed a highly capable abstraction layer called Handshake, which connects a firm’s data governance metadata repositories with a broad range of enterprise search tools.

With Handshake, metadata and documents are quickly and efficiently indexed through connectors that extract information from a firm’s data governance source systems. Handshake manages the scheduling for source traversals and transforms the information into an optimized, search-compliant format, allowing the information to be efficiently ingested into the enterprise search engine or platform. Handshake has existing connectors for many enterprise search applications, and where needed, new connectors can be constructed in short order.

In our next post, we will wrap up this series with a few final words.

In the meantime, if you are interested in learning more about this topic, consider downloading our new guide The Search for Data Democratization in Financial Services.

In my last blog post, I introduced data democratization. Today, I’ll share an approach to architecting a metadata search solution that enables data democratization.

There are a number of ways to craft a comprehensive guided search of a firm’s data catalog and governance metadata repositories, each with its own cost/benefit profiles. For example, creating a single data model that integrates metadata from a set of enterprise data governance tools (glossary, catalog, quality, lineage, etc.) and uses a purpose-built interface can provide a guided user experience, it is also the most time-consuming and costly approach.

A more efficient approach is to leverage the capabilities of AI-enabled search tools, in conjunction with a data abstraction/indexing/connection layer, to provide the intelligent search capabilities required for an optimal user experience. In this construct, the subject metadata does not have to be extracted from the respective governance tools, reorganized, and redundantly stored. Instead, the abstraction layer performs the logical normalization and indexing necessary to access the various metadata.

In this scenario, the AI-enabled search tool accesses the data governance metadata stores via the abstraction/connection layer, enabling a unified experience across multiple silos while seamlessly directing users back to the content-native environments to view the detailed results. Over time, the AI-enabled search gains intelligence. It collects context and signals from users to drive holistic relevance and gathers analytical insights to drive reporting, refinement, and machine learning (ML)-driven improvement.

In my next post, I will highlight different approaches to developing a metadata search solution.

In the meantime, if you are interested in learning more about this topic, consider downloading our new guide The Search for Data Democratization in Financial Services.

In my 30-plus years of leading and supporting data programs for major financial brands, data democratization has gone from wish lists to a must-have. Over the next few blog posts, I will discuss the concept of data democratization and why it’s critical for financial institutions, from banks to insurance companies, to embrace it.

Data is among a financial services firm’s greatest assets. If properly governed, it provides the foundation for decision making, regulatory compliance, competitive advantage, operational efficiency, customer satisfaction, and revenue generation. However, in order to realize all the benefits that can be derived from the wealth of stockpiled data, the business needs to be able to identify what data is available, its quality, and how to access it.

What Is Data Democratization?

Data democratization refers to making a firm’s data resources available to all employees across the enterprise. While simple in concept, it can be complicated in practice. A firm’s data resources are certain to contain personally identifiable information (PII), material non-public information (MNPI), and other sensitive information that must be made available only on a need-to-know basis.

In the broadest sense, data democratization often appears at odds with the very concept of data governance: the management and control of data.

There is, however, an approach that can satisfy the conflicting objectives of availability and control. The solution lies in the concept of metadata. Metadata, as a set of data that describes and gives data democratization information about other data, provides the abstraction layer necessary to allow the data resources to be searched and found without exposing the underlying data.

Depending on the maturity of a firm’s data program, metadata resources may be as basic as file/table names and a list of data fields. Alternatively, metadata can encompass full descriptions with business terms, annotations of key/principal/critical data elements, standardized taxonomies, data quality rules and scorecards, and the entire lineage that documents the life of each element, from first instantiation through consumption. The richer the metadata, the more power it has to foster the democratization of data within the enterprise.

In order for metadata to serve the organization, it must be fully accessible and searchable. By nature of their roles, data stewards and other data experts are well versed in the use of various governance tools. However, these tools alone do not serve the needs of more casual business users. Individuals outside of the data or technology functions likely do not understand the nuances of lineage, quality, normalizations, and transformations. They would also not know which tool to use to begin their investigation or which attributes to search. Instead, they simply want to find a source of information for the task at hand.

An intelligent, integrated search capability must be created to unleash the full benefits of data democratization and guide users on their data journey.

In my next post, I will highlight an approach to developing a metadata search solution.

In the meantime, if you are interested in learning more about this topic, consider downloading our new guide The Search for Data Democratization in Financial Services.