AI-powered Search: Maximising Knowledge Mobilisation

Knowledge silos: The enemy of organisational synergy; a barrier to growth.

They’re commonplace today, though, across businesses both large and small. They build up naturally over time as disparate departments slowly accumulate knowledge and insights that are then stored in a host of different places – CRM platforms, cloud-based corporate sites, file-sharing systems, and other internal collaboration workspaces. In the fast-transforming world of customer management where the speed of market change requires agility and adaptation, there is a premium on consolidation, cross-functional collaboration, and disseminated learnings.

For security software and hardware company Sophos, the reality of siloed knowledge was profound – a roadblock to effective customer service with critical product intelligence locked up across their content ecosystem, thereby preventing customers (and agents) from quickly finding information and resolving product issues. To help break down this challenge, Sophos turned to Coveo, and in this conversation, we take a deep dive into the make-up of their AI-fuelled partnership. Sophos’ Director of Product Documentation and Digital Adoption, Remi Preghenella and Coveo’s Northern Europe Sales Lead, Geoff Branch join our podcast host Simon Hall in the studio to unravel how the two companies teamed up, the evolution of their collective work, and the outcomes they’re driving today.

We dive into:

• The specific challenges Sophos were facing before bringing Coveo into the picture
• How the Sophos team secured executive buy-in for investment in generative AI technology
• The work Remi is doing with data and content in the backend
• Roadmaps for AI implementation
• How to sidestep concerns around AI hallucinations
• The changing dynamics within the general search landscape

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