#Canada #Montreal #Coveo #ABB Robotics #AI Commerce

Transforming Customer Experience with AI

In a significant move to enhance its digital customer service, ABB Robotics has partnered with Coveo, a leader in AI-driven solutions, to transform its Robotics One Customer Portal. This collaboration aims to provide customers with a more seamless and personalized digital journey when interacting with the company’s array of robotic products and services. Coveo's advanced AI capabilities will empower users to engage with comprehensive AI-search, tailored recommendations, and a more intuitive interface.

Why This Partnership Matters

The choice of Coveo is pivotal for ABB Robotics as it introduces AI-relevance to the forefront of its digital commerce experience. Customers will now have the ability to find technical information, request quotes, configure solutions, and place orders all through an upgraded, unified platform. This is a significant step towards streamlining the customer journey, facilitating easier access to not just robots, but also software and various accessories.

Marina Bill, the global head of marketing and sales for ABB Robotics, highlighted the importance of this partnership. She stated, “By leveraging Coveo's AI-Relevance, we are future-proofing our digital commerce experience—creating a smarter, more efficient, and highly personalized journey for our customers, sales teams, and partners.”

Enhancing Customer Interactions

The Robotics One Customer Portal will also evolve to cater to system integrators, sales representatives, and end-users by allowing them to generate quotes swiftly and provide crucial insights that improve customer interactions. Such upgrades are designed to lower the number of support inquiries and enhance self-service options, thus creating a more efficient and intuitive platform.

Coveo's AI for Commerce is purpose-built to address complex e-commerce needs. It accommodates large product catalogs and empowers businesses to utilize AI-driven insights to enhance their service offerings significantly. This capability is essential, especially when dealing with extensive indexes that require management at scale.

The technology integrates seamlessly with existing platforms like SAP Commerce Cloud, adding a layer of intelligence that allows ABB’s products to stand out with real-time updates on pricing and entitlements. Moreover, it connects buyers not just with products, but also with educational content, such as technical specifications and whitepapers. This holistic approach aims to simplify the user experience while reducing operational complexity.

Proven Track Record of Success

Coveo's credibility is further reinforced by its performance measures. Clients have reported significant increases in sales metrics, with some experiencing up to a 21% year-over-year growth in revenue and a 7% increase in average order value from search sessions. Such metrics underscore the tangible benefits of integrating Coveo's technology for businesses across industries.

According to Peter Curran, GM of Commerce at Coveo, “We are thrilled to support ABB Robotics in transforming its digital customer experience. With our proven ability to drive measurable ROI, we look forward to enabling ABB Robotics to deliver effortless product discovery at scale, while reducing operational complexity.”

Industry Implications

As industries navigate the complexities of digital transformation, collaborations like that of ABB and Coveo set new industry standards. The enhanced Robotics One portal symbolizes a shift toward a future where customer engagement is defined by convenience and personalization, thereby setting new benchmarks in the manufacturing sector.

Vincent van Hellemondt, director at Valtech, added that this partnership will significantly enhance customer engagement through advanced digital solutions, marking a noteworthy leap forward in the manufacturing industry.

Looking Ahead

This collaboration not only highlights ABB Robotics' commitment to enhancing customer experiences through technology but also signifies the growing trend of integrating AI capabilities in e-commerce strategies. As companies continue to recognize the importance of personalized digital experiences, the focus will inevitably shift towards implementing innovative solutions that cater to diverse customer needs and behaviors in a dynamic market.

With the capabilities of Coveo at their disposal, ABB Robotics is poised to redefine how customers interact with robots and related technologies in an increasingly competitive landscape. The future of digital commerce in robotics is certainly bright, with AI at the helm of this transformative journey.