Athenahealth, serving 140,000 providers, needed to unify its fragmented support systems to reduce customer effort and improve agent efficiency. By implementing Coveo’s AI-powered unified search, Case Assist, and personalized recommendations, they centralized content and surfaced contextual insights directly in Salesforce. Results included a 33% rise in self-service success, 75% more relevant content discovery for agents, and 82% more clicks on recommended documents. New agents ramped faster, Tier 3 inflow dropped by 50%, and average resolution improved with contextual case data. Athenahealth now plans to expand AI recommendations and explore generative answering to scale further.

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