Coveo Reveal Now Available in Coveo for Salesforce – Community Cloud Edition
Capabilities of New
As a self-learning service, Coveo Reveal automatically and continuously improves the relevance of search results and builds on Coveo for Salesforce – Community Cloud Edition by making proactive recommendations and query suggestions faster and easier.
Coveo Reveal is a patent-pending, analytics-based machine learning service that continually analyzes search behavior patterns to understand which results and content lead to the best outcomes, such as customers finding information they need without intervention from support teams. On Salesforce Communities, Reveal understands what helps customers solve their own challenges and automatically tunes the Coveo Intelligent Search engine to respond to specific searches or make recommendations based on what other similar users within the community have found to be most useful. Coveo Reveal is also highly responsive to changes in user activity due to seasonal variations, news, new products, and user preference trends.
"Coveo Reveal enhances the search experience of community members today and looks like an interesting play for the future," said Paul Greenberg, president of The 56 Group, in a statement. "Understanding exactly what helps specific customers, partners, and even employees on such communities to succeed and automatically adjusting results and recommendations on the fly would have previously taken a great deal of effort."
Coveo for Salesforce Community Cloud customers have been testing the new service for several months as part of a beta program, and have found significant improvements in content relevance and engagement, including the following:
- Improved click-through rates (the percentage of people who click on a search result) by 10 percent to 20 percent for all queries.
- Improved click rank (the average position of opened documents in a given set of search results) by 15 percent for all queries.
- Improved click rank for the lowest performing queries (prior to using Reveal) by up to 40 percent.
"Coveo Reveal automatically and continually increases the relevance of search results and proactive recommendations to the customers’ needs and contexts," said Laurent Simoneau, Coveo 's president and chief technology officer, in a statement. "Thanks to its constant learning and tuning, community managers and search teams can become more strategic and less reactive. Time currently spent on search analytics and tuning and constantly updating thesauruses and meta-data projects are reduced significantly or even eliminated. We've seen reductions in search management efforts of up to 75 percent in our beta program."
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