6 AI use cases to unify and elevate customer support: Lessons from Zoom, SAP & F5
Uncover the path to successful AI rollout in customer service to reduce cost and contact volume and improve CSAT.
Learn how Zoom uses unified AI search and generative answering to boost service channel ROI.
RegisterCX Network and Coveo research found that AI for backend operations is the number one trend impacting CX roles in 2025. Yet, according to Gartner, only 11 percent of service leaders say their GenAI investments have delivered on their primary goals. The challenge? Disconnected platforms between digital self-service and the contact center, leading to rising case volumes, higher costs, and lower CSAT.
In this session, Juanita Olguin from Coveo will explore how three global enterprises use unified AI search and generative answering layers to bridge service silos and boost ROI across channels.
We will draw on examples from:
- SAP Concur, who achieved an €8 million reduction in cost-to-serve by reducing case volume by 31 percent.
- F5, who delivered an 11 percent increase in self-service resolution and a 63 percent uplift in knowledge article feedback.
- Zoom, who saw a 19 percent reduction in case submissions and a 20 percent increase in self-service resolutions.
Attendees will learn:
- Top challenges blocking AI success for service leaders.
- Where to apply AI and generative answering to improve CX.
- The key analytics to drive ongoing optimization.
Discover how to connect your service journey—end to end—with AI.
Speaker
Juanita Olguin
Senior Director, Product Marketing
Coveo
Juanita Olguin is Senior Director of Product Marketing at Coveo, bringing over 15 years of diverse corporate and startup experience including: establishing corporate strategy, setting up offshore centers in India and Guatemala, launching new products & solution packages, and crafting compelling go-to-market messaging. Juanita is dedicated to helping enterprises navigate advanced technologies (yes, AI we’re looking at you) while empowering employees to drive meaningful change within their organizations.
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