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How Plex by Rockwell Automation uses Coveo

$500,000

“culminating in $500,000 cost‑savings over three years solely from explicit case deflection”

As published on coveo.com, November 2025. Checked by usedby on Oct 9, 2026.

What happened

Plex uses Coveo as the unified AI search engine behind its customer community and internal employee systems, and embedded in its case submission form and Salesforce Service Cloud agent console, to help customers self-serve and support engineers find answers across scattered knowledge sources.

Summary written by usedby from the source page, in English. The figures are those of Coveo and Plex by Rockwell Automation, not ours.

  • 5%“Adding Coveo to the Plex case submission form resulted in a 5% improvement in case deflection”
  • 3,000“Since we implemented Coveo, we have been consistently down at least 3,000 cases a year.”
  • +6.9“For Plex, ART delivers a +6.9 improvement in click rank vs. standard queries.”

Adding Coveo to the Plex case submission form resulted in a 5% improvement in case deflection, culminating in $500,000 cost‑savings over three years solely from explicit case deflection.

From the page. coveo.com

What really made Coveo stand out was the ease of use, ease of implementation

Jeff Bugayong, Global Delivery Leader, Plex by Rockwell Automation. Source

What the story claims, and what we checked

What we compared with the page.

  • The figure: $500,000CheckedPrinted word for word on the page, near the name of Plex by Rockwell Automation.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Plex by Rockwell Automation.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Plex by Rockwell Automation uses CoveoCheckedConfirmed line.
  • The result itselfNot checkedWe quote it; we did not measure it.

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