Zoom partnered with Coveo to scale its global customer self-service, addressing fragmented support systems, content gaps, and rising case volumes. By adopting Coveo’s AI-powered unified search, robust indexing, analytics, and plug-and-play connectors, Zoom improved self-service success, reduced content gaps, and streamlined experiences across 17 languages. Results included a 2.3x increase in case deflection, 89% fewer content gaps, and a 154% rise in click-through rates. Adding Relevance Generative Answering drove an additional 20% self-service success and 19% more case deflection. Together, these advances transformed Zoom’s support into an AI-driven, scalable model of excellence.

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