Tyler Technologies, serving 126,000 public sector customers, faced overwhelming case volumes across multiple CRMs and siloed knowledge bases, making support costly and inefficient. By adopting Coveo’s AI-powered Relevance Cloud, they unified content without data migration, improved search relevancy, and enabled Knowledge Centered Service practices. Results included a 23% boost in First Call Resolution, 33% faster onboarding for Civic Services reps, and 7% higher agent proficiency. The Coveo Insight Panel now delivers answers in 1–2 seconds across 50+ product lines, reducing brain drain and increasing satisfaction. Tyler plans to expand into Case Assist and in-product experiences for seamless, personalized customer journeys.

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