Coveo outlines five key capabilities to make case deflection effective. First, unify self-service content across all enterprise sources so customers can access it from one hub. Second, ensure search is prominent and mobile-ready to make results easy to find and filter on any device. Third, offer proactive insights that deliver contextual knowledge, cutting response times by 20% to 80% while boosting satisfaction. Fourth, use analytics to identify and resolve content gaps, analyze customer journeys, and test improvements. Finally, apply machine learning to continuously refine search, predict relevant content, and provide real-time query suggestions.

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