The eBook Your Blueprint to Generative Answering in Digital Self-Service explains how enterprises can use GenAI to scale personalized support and reduce costs. With 70% of customers preferring self-service, generative answering boosts clarity, credibility, and confirmation by providing real-time, contextually grounded responses. Case studies like Xero show a 20% increase in self-service resolution and 40% faster search times after adopting Coveo’s solution. Success depends on strong use cases, high-quality governed content, and clear KPIs such as CSAT, deflection, and cost-to-serve. The guide stresses starting with critical content, designing experiences across interface, format, and conversation, and using qualitative and A/B testing to measure impact.

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