Coveo Case Assist streamlines case creation and deflection by ensuring cases are accurately classified and routed with minimal customer effort and reduced agent workload. It addresses challenges like complex forms, high case volume, and misrouting by using NLP models that learn from closed cases to predict classifications more accurately. Integrated journey analytics provide agents with actionable insights, while easy configuration simplifies setup. Key features include automatic case classification, document suggestions for last-chance deflection, APIs to embed case assist in forms and chatbots, and preview tools to test changes before launch, leading to higher-quality cases and improved support efficiency.

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