# 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](https://www.coveo.com/en/resources/case-studies/plex-by-rockwell-automations), November 2025. Captured by usedby on 2026-10-09.

- Company: [Plex by Rockwell Automation](https://www.usedby.ai/companies/plex-by-rockwell-automation.md)
- Tool: [Coveo](https://www.usedby.ai/tools/coveo.md)
- Teams: Customer Support, Tech Support Engineers

## What the story says

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.

> 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.

- **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.”

> What really made Coveo stand out was the ease of use, ease of implementation
>
> Jeff Bugayong, Global Delivery Leader, Plex by Rockwell Automation

Source: [coveo.com](https://www.coveo.com/en/resources/case-studies/plex-by-rockwell-automations), captured 2026-10-09.

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the figure $500,000 is printed word for word on the page, near the name of Plex by Rockwell Automation.
- Checked: the passage quoted above is copied word for word from the page, near the name of Plex by Rockwell Automation.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Plex by Rockwell Automation uses Coveo. Confirmed line. Latest check across sources: 2026-10-09.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/plex-by-rockwell-automation-coveo · How we check: https://www.usedby.ai/methodology