Coveo AI to Enhance DocuSign Customer Support

Boosting Case Deflection and Agent Efficiency with AI-Search and Generative Answering

MONTREAL and LONDON, July 17, 2025 /PRNewswire/ — Coveo (TSX: CVO), a leader in AI-Relevance, which specializes in AI-search and generative experiences aimed at enhancing business outcomes across all customer interaction points, announced today that Docusign (NASDAQ: DOCU), the Intelligent Agreement Management heavyweight, has tapped Coveo AI-Search and Coveo Relevance Generative Answering to revolutionize its customer support operation.

The move signals a strategic shift for Docusign, betting on AI to elevate self-service efficacy, optimize agent workflows, and ensure uniformly relevant responses throughout its support network. The goal: slashing the time it takes for customers and agents alike to pinpoint critical data.

Docusign’s decision stems from a recognition that the Coveo AI-Relevance Platform™, a product of over a decade of focused AI development, provides the requisite scalability, robust security, and actionable intelligence to supercharge its customer support functions, boost efficiency gains, and drastically improve the experiences for both support staff and end-users.

Coveo: The AI Edge in Customer Support

Coveo is betting its AI-Search and generative answering capabilities are game changers for big enterprises looking to give their customer self-service a shot in the arm, slash support overhead, and equip agents with the knowledge they need, precisely when they need it. Harnessing the power of 11 AI models driving real-time relevance, Coveo is enabling organizations – like now Docusign – to:

Aggregate diverse content streams to instantly deliver the most pertinent information to both customers and agents.
Amplify case deflection rates and self-service resolution through powerful generative answering.
Drive up operational efficiency by dramatically cutting down the time spent hunting for answers.

“As customer expectations for seamless self-service and intensely personalized AI-fueled support continue their upward trajectory, Docusign is demonstrating a decidedly forward-thinking approach by investing strategically in AI relevance,” stated John Grosshans, COO at Coveo. “We’re keen to partner with them in realizing these ambitions and delivering a best-in-class support experience.”

About Coveo

Coveo injects top-tier AI-Relevance into every customer interaction point, fundamentally changing how businesses engage with both their customers and their employees, to maximize business results.

Relevance isn’t just about generic personalization; it’s about understanding individuals. It’s about the degree to which content, products, recommendations, and advice presented to someone online are perfectly aligned with their context, needs, preferences, behavior, and intent. This sets the gold standard for a competitive and enriching experience. Considering every person’s journey is unique, only AI can tackle the tremendous complexity of catering experiences to massive, diverse audiences interacting with vast quantities and varieties of content and products.

The Coveo AI-Relevance™ Platform allows businesses to deliver hyper-personalization across every customer interaction, securely unifying all their data and guaranteeing the highest level of contextual and predictive accuracy, while concurrently optimizing critical business outcomes.

Coveo injects AI-Relevance into the digital experiences of a host of premier and highly innovative brands, impacting millions of people across billions of interactions.

Our core belief? Digital is ubiquitous, but Relevance isn’t. And in the digital age, relevance is the ultimate competitive advantage.

The Coveo AI-Relevance Platform is ISO 27001, ISO 27018, and ISO 27017 certified, SOC2 compliant, HIPAA compatible, with a 99.999% SLA available. We are a Salesforce ISV Partner, an SAP EndorsedⓇ App, AWS ISV Accelerate Program member, an Adobe Gold Partner, MACH Alliance member, Optimizely Partner, Shopify Partner, and a Genesys AppFoundryⓇ ISV Partner. Coveo is a trademark of Coveo Solutions Inc.

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Coveo is a trademark of Coveo Solutions, Inc.

Stay up to date on the latest Coveo news and content by subscribing to the Coveo blog, and following Coveo on LinkedIn, Twitter, and YouTube.