3 AI use cases to turn your self-service portal into a case deflection & answer engine
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.
CX 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 and Mathieu Lavoie-Sabourin from Coveo explored how three global enterprises use unified AI search and generative answering layers to bridge service silos and boost ROI across channels. They draw on examples from:
- SAP Concur, who achieved an €8 million reduction in cost-to-serve by reducing case volume by 31 percent.
- Zoom, who saw a 19 percent reduction in case submissions and a 20 percent increase in self-service resolutions.
- Xero, who saw a 21 percent increase in self-service resolutions
Watch to learn:
- Key trends and challenges shaping the future of customer service
- How to connect self-service & contact center strategies —without replatforming
- What metrics matter: Deflection rates, self-service success, and more
- What real-world enterprises are doing today to reduce costs, deflect more cases, and elevate CX with AI—at scale
Discover how to connect your service journey—end to end—with AI.
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Mathieu Lavoie-Sabourin
Product Manager
Coveo
Mathieu Lavoie-Sabourin is a product leader with over 10 years of experience in technology, including several years in customer-facing and solution architecture roles. He thrives at the intersection of AI, data, and service outcomes—where real impact is measured not by hype, but by cost savings, operational efficiency, improved experiences, and measurable ROI.
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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