Coveo AI Selected by DocuSign to Enhance Customer Support
MONTREAL and LONDON, July 17, 2025 /PRNewswire/ - Coveo (TSX: CVO), a leader in AI-driven search and generative experiences, has been chosen by DocuSign (NASDAQ: DOCU) to upgrade its customer support services. DocuSign, a leading Intelligent Agreement Management company, will implement Coveo AI-Search alongside Coveo Relevance Generative Answering to improve how customers and agents find the information they need.
DocuSign’s Choice: Improving Support with AI
DocuSign’s goal with Coveo is straightforward: boost self-service success, simplify support agent workflows, and maintain consistent, relevant answers across all channels. By using the Coveo AI-Relevance Platform™, which benefits from over ten years of AI development, DocuSign expects to increase efficiency and deliver faster, more accurate responses.
This platform offers the scalability and security necessary for large-scale customer support operations. It helps both customers and agents reduce time spent searching for answers, leading to a smoother support experience.
The Practical Benefits of Coveo AI for Support Teams
Many major companies use Coveo’s AI-Search and generative answering to enhance customer self-service, cut support costs, and equip agents with precise knowledge when it matters most. Here’s what Coveo enables organizations like DocuSign to do:
- Integrate multiple content sources to provide the most relevant information instantly
- Improve case deflection and self-service effectiveness using generative answers
- Boost operational efficiency by minimizing time spent searching for data
John Grosshans, COO at Coveo, noted that as customer expectations around AI-powered support grow, DocuSign’s investment in AI relevance is a proactive step to meet those demands and improve support quality.
About Coveo
Coveo specializes in delivering AI-Relevance at every customer interaction, helping enterprises connect with their audiences in a meaningful way. Their approach centers on matching content, products, and advice to an individual’s specific needs and context, rather than generic personas.
The Coveo AI-Relevance™ Platform supports hyper-personalization by securely unifying diverse data sources and applying advanced AI models to optimize outcomes. It serves millions of users worldwide through billions of interactions.
The platform holds certifications including ISO 27001, ISO 27017, ISO 27018, SOC2 compliance, and HIPAA compatibility, ensuring high standards of security and reliability with a 99.999% SLA. Coveo is also recognized as a Salesforce ISV Partner, SAP EndorsedⓇ App, AWS ISV Accelerate Program member, Adobe Gold Partner, MACH Alliance member, Optimizely Partner, Shopify Partner, and Genesys AppFoundryⓇ ISV Partner.
For customer support professionals seeking to deepen their understanding of AI tools in support settings, exploring relevant AI courses can provide valuable insights. Resources such as Complete AI Training’s customer support courses offer practical knowledge on integrating AI into support workflows.
Your membership also unlocks:
