Coveo brings AI to SAP Commerce Cloud search to deliver targeted recommendations to customers.
Based in Quebec City, Coveo Solutions offers AI search on an enterprise platform to deliver personalized results for B2B and B2C e-commerce. Its search and recommendation engine is built on the Coveo Relevance Cloud platform and uses machine and deep learning to deliver secure data across SAP and other ERP systems, knowledge bases, CRMs, and other enterprise systems. index it.
For SAP, the Coveo Search and Recommendations engine uses AI to index the SAP Commerce Cloud catalog and layers, according to the company. It was recently certified as an SAP Endorsed App and made available to customers on the SAP Store.
Personalization like Netflix
According to Coveo CEO Louis Têtu, AI-powered search works similarly to streaming services like Netflix, which tailor recommendations based on the behavior of individual users and the collective behavior of their user base as a whole. .
“AI learns from every interaction to create the next interaction,” said Têtu. “It learns from the sum of all consumer interactions and outcomes and dynamically reconstructs content, navigation, recommendations, and consumer product rankings within 10 milliseconds.”
Chamberlain Group, a Chicago-based manufacturer of garage door openers and smart building access products, has integrated Coveo’s search capabilities into its SAP Commerce Cloud B2C and B2B e-commerce sites.
They wanted to leverage machine learning to ensure the platform captures consumer and customer search behavior and improves results over time as more data is collected.
Chris KingSenior Manager, Digital Experience and Media, Chamberlain Group
Chamberlain has been using Coveo search for several years on its customer support site, and by 2021 it will be adding search and recommendation capabilities to its consumer e-commerce site, according to Chris King, senior manager of digital experience and media at Chamberlain. I wanted to improve
Chamberlain used SAP Commerce Cloud’s built-in search functionality, but needed to heavily customize search results. Ultimately, King said, the company’s requirements outstripped the technology’s ability to provide the necessary customizations.
“We wanted the platform to capture consumer and customer search behavior and leverage machine learning to improve results over time as more data was collected.” He said. “[We also wanted to have] You have more control over how your products are commoditized in search results and product listing pages. “
In the year since Chamberlain implemented Coveo’s AI search in SAP Commerce Cloud, the company has seen higher conversion rates with consumers and fewer search queries returning no results, King said.
“Another thing that is especially noticeable on the B2B side of the business is using research to do a qualitative analysis of things,” he said. “The problem of someone doing a search and not finding what they were looking for has been greatly reduced.”
According to Têtu, Coveo’s approach, unlike generative AI such as ChatGPT, can bring relevant data into the process to better target what customers are looking for.
Generative AI platforms can help with tasks like generating recipes, as well as ChatGPT’s integration into Instacart, but businesses need relevant and trusted recommendations, he said.
“The point is that for most companies, truthfulness, fact and security are very important,” Têtu said. “ChatGPT ‘hallucinates’. It tells lies in a very sophisticated way, just like Shakespeare could lie, but in practice it is often wrong.”
Ecommerce sites need to stand out
Coveo’s AI-based approach could be a key tool for e-commerce sites that need to compete with Google for search and Amazon for business, said managing partner at Retail Systems Research, a retail technology consultancy. Brian Kilcourse said.
E-commerce sites need their products to stand out and be relevant to consumers, but consumers want to shop without providing too much personal information, he said. His AI modeling for Coveo can identify consumer intent and get them what they want.
“AI is very good at doing this.It can identify that you are yourself and that you are likely looking for this kind of product based on some actions you have taken online. said Kilcose. “They can seem very personalized even if you don’t identify yourself, which is not creepy.”
All e-commerce providers are looking to add this kind of search and recommendation functionality, and enterprise vendors are working on the technology, but Coveo has the advantage of identifying problems early so you can focus on them.
“Broader products like SAP and Salesforce have a lot of features and capabilities to worry about, but Coveo focuses on this issue,” says Kilcourse.
Jim O’Donnell is a senior news writer covering ERP and other enterprise applications for TechTarget Editorial.
