The eBook Guide to Creating an AI-powered Contact Center in Salesforce explains how unifying knowledge with AI search helps reduce agent burnout, improve retention, and boost customer satisfaction. It highlights challenges like high attrition, information silos, and the toggling tax of switching systems. Coveo’s integration with Salesforce provides a personalized agent search page, 360° knowledge view, and insight panels that surface context-driven recommendations. Search analytics track adoption and content value, while case studies from Medallia, athenahealth, and a major Finserv firm show reduced escalations, faster onboarding, and lower handle times. The report emphasizes AI-powered search as key to enabling proficient agents and delivering consistent, relevant customer experiences.

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