The Coveo Customer Service Relevance Maturity Model outlines how organizations progress from reactive to optimized customer support by improving search relevance. At the Reactive stage, siloed or federated search frustrates users with irrelevant results. The Responsive stage introduces AI-powered unified search and query suggestions, while the Prescriptive stage uses contextual data to anticipate needs and proactively deliver information. At the Optimized stage, machine learning stitches together every interaction to predict future needs and provide 360° personalized experiences. The model helps organizations benchmark their maturity, reduce customer effort, and build loyalty by delivering consistently relevant support.

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