SAP Case Study | How SAP Concur Reduced Case Volumes by 31% with GenAI

How SAP Concur Reduced Case Volumes by 31% with GenAI

Magic Quadrant™ research reports

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72%

Coveo AI learns what content is making your customers successful to predict

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Key insights for technology purchasing decisions

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A Gartner Magic Quadrant is a culmination of research in a specific market, giving you a wide-angle view of the relative positions of the market’s competitors. By applying a graphical treatment and a uniform set of evaluation criteria, a Magic Quadrant helps you quickly ascertain how well technology providers are executing their stated visions and how well they are performing against Gartner’s market view.

The insight engines category

In this latest report, Gartner® recognized 15 vendors in the insight engine market, including Coveo. Once referred to as enterprise search, “insight engines combine search with AI to deliver actionable insights derived from the full spectrum of content and data sourced within and external to the enterprise,” according to Gartner®.

Total personalization. Seamless experiences. Unparalleled efficiency. Drive unrivaled success across your enterprise with strategic AI implementation.

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Search as a Secondary Offering

Bloomreach is primarily a Digital Experience Platform with only basic Search & Product Discovery capabilities, which are used by a very limited number of their customers.

Outpaced Technology

Despite their launch of Loomi, it is still built on an outdated search engine with limited connectivity and retrieval capabilities. It faces challenges in handling conversational commerce use cases for Product Discovery.

Focuses on mid-market and struggles to meet the needs of large enterprises. Their solution requires manual tuning of relevance, must give prior notification during peak seasons, and constantly deal with outsourced and inefficient customer support.

Designed for Mid-market

Our customers voted Coveo #1 across the board

Give customers & employees secure, accurate answers. Build trust, reduce cases & speed up resolutions.

Generative Answering

Use the power of lexical, semantic & machine learning to connect customers to the most relevant info, insights & answers.
Boost efficiency – and CSAT.

Hybrid Search

Algolia is designed to prioritize speed over relevance, which affects both keyword and vector search. Feedback from customers and analysts suggests that its semantic search capabilities are limited.

AI Recommendations

Algolia is designed to prioritize speed over relevance, which affects both keyword and vector search. Feedback from customers and analysts suggests that its semantic search capabilities are limited.

Unified Personalization

SAP Case Study

Replicate SAP Concur's Success

"We’re now up to a 31% decline in case submits for every 1,000 search sessions… Customers are just not going on to create cases after that. You really cannot overstate the impact."

Michelle Lewis-Miller,

VP, Head of Strategy & Transformation, SAP Concur Product Support

Real GenAI, Real Impact

Proven Results

3 mos

To hit 6-month benchmarks

$8.6 million

Reduction in annual cost-to-serve*

80%

Search queries / visit

64%

Content gap

Why leading enterprises choose Coveo

“Finding the right partner, which was Coveo to come in and help us deliver those relevancy models was so important to us. It’s not just about the search bar-it’s about the entire experience that our customers are having.”

Artie Sharpe

Senior Director, Innovation, Hearts on Fire

“With Coveo’s machine learning (ML), we’ve seen increases in all of our key metrics. For example, in the first few months of deployment, one of our brand sites saw a 25% improved conversion rate with search.”

Jessica Frame

Ecommerce Manager, Caleres

“We see the success in customer surveys where they rate the shopping experience as ‘Great’. And our customers tell us with their buying behavior. This past year, FleetPride.com sales grew more than 400%.”

Darren Taylor

SVP Marketing & Digital, FleetPride