Coveo has officially released Coveo for Microsoft Dynamics 365. The company provides AI-powered search and relevance for customer service and CRM systems. Now those tools sit right inside Dynamics. The release followed an early-access version that came out in September 2017.
The integration works through the built-in global search box in Dynamics 365. So users do not have to learn a new tool. Companies can connect content sources from across the business into one search. Results and recommendations then appear inside Dynamics 365, no matter where the content is stored.
Machine learning does much of the work. According to Coveo, it studies how people interact with content and the paths they take. Then it uses that behavior to improve results over time. It also tailors results to each user’s context and recommends content before anyone asks. For support agents, that means suggestions based on the details of the case in front of them.
Coveo says this kind of delivery shortens case resolution time and lifts customer satisfaction scores. It also makes agents and salespeople more proficient.
Administrators can adjust search layouts, filters, indexing and ranking through a graphical interface. Meanwhile, usage analytics and dashboards show how people search, which helps teams find content gaps and keep improving.
James Phillips, corporate vice president of the Microsoft Business Applications Group, welcomed the release. He said search that pulls relevant content from inside and outside Dynamics 365 can help customers work faster and decide better.
