SAP Service Cloud gains AI capabilities via Coveo partnership

SAP Service Cloud has been integrated with Coveo’s AI-powered search and recommendation capabilities as part of an expanded partnership between the two organizations.

Coveo’s collaboration with SAP introduces a new SAP Endorsed App, Coveo AI Search and Recommendations for SAP Customer Experience, now available in the SAP Store. This latest offering marks Coveo’s second SAP Endorsed App following its initial integration with SAP Commerce Cloud launched in early 2023. SAP Endorsed Apps undergo rigorous testing to meet the highest standards of security and performance, reflecting SAP’s commitment to reliable business solutions.

Through this integration, companies can leverage AI-powered tools to improve customer interactions across different channels. Seamus O’Riordan, Vice President of Alliances at Coveo, emphasized that the partnership aims to deliver high-quality solutions tailored to modern customer requirements. He highlighted the collaboration as an opportunity to help businesses deliver personalized, efficient and relevant experiences at every point of interaction.

The expanded partnership integrates Coveo’s AI solutions with both SAP Service Cloud and SAP Commerce Cloud, enabling companies to manage customer journeys more efficiently. This customization is designed to increase engagement for consumers, shoppers, and customer service agents while driving improved results.

Expansion of the SAP Service Cloud Ecosystem

The integration of Coveo’s enterprise-grade AI into SAP platforms equips companies with tools to manage product discovery, service requests and knowledge sharing through advanced generative AI and recommendation models. These features improve operational efficiency and customer satisfaction by streamlining touchpoints, from standalone search pages and in-app experiences to self-service portals and service consoles.

O’Riordan stated that the solutions bring measurable value by enabling companies to deliver faster and more accurate responses tailored to individual needs. This capability is especially critical in today’s competitive digital landscape, where customers demand immediate and relevant solutions. The AI ​​capabilities also improve agent workflows, ensuring they have access to context-aware insights to handle customer inquiries effectively.

For customers, these innovations simplify their engagement with businesses. Generative AI-powered recommendations guide customers to the most relevant products, help users navigate support content and ensure a seamless experience across digital platforms. The integration helps companies using SAP technology create cohesive and secure systems that improve overall customer satisfaction and retention.

The expanded partnership aligns with SAP’s vision to foster ecosystem innovation to support intelligent businesses. Darryl Gray, Global Vice President of Software Partner Solution Monetization & Success at SAP, recognized the collaboration as an important milestone in delivering integrated cloud-first strategies to enterprises worldwide. He noted that Coveo’s SAP Endorsed App status underscores its ability to solve complex challenges while providing meaningful value to businesses.

This collaboration strengthens SAP’s strategy of leveraging partnerships to create innovative solutions for businesses. The combined capabilities of Coveo and SAP are intended to help organizations meet customer expectations in dynamic market environments, contributing to improved service delivery and operational agility.

Leveraging AI for digital transformation

Coveo’s AI-powered features, including generative response and recommendation tools, provide businesses with accurate and contextually relevant answers derived from diverse knowledge bases and product catalogs. These solutions are designed to support critical aspects of the customer journey, from search and discovery to service resolution.

With Coveo AI integrated into SAP Service Cloud and Commerce Cloud, companies get the tools to transform their operations and customer interactions. The AI-powered functionalities enable seamless experiences for customers, whether they are seeking information, exploring products or solving problems. For service agents, the solutions ensure access to accurate and timely insight, which increases productivity and satisfaction levels.

Gray emphasized that innovations from partners like Coveo are critical to SAP’s commitment to driving business success. By combining their expertise, SAP and Coveo aim to empower businesses with tools that support digital transformation, making them more responsive to the needs of modern customers.