# How Zoom uses Coveo

**2.3x**: “How Zoom Achieved a 2.3x Increase in Case Deflection”

As published on [coveo.com](https://www.coveo.com/en/resources/case-studies/zoom), January 2018. Captured by usedby on 2026-10-04.

- Company: [Zoom](https://www.usedby.ai/companies/zoom.md)
- Tool: [Coveo](https://www.usedby.ai/tools/coveo.md)
- Industry: [Telecommunications](https://www.usedby.ai/companies/industry/telecommunications.md)
- Teams: Customer Support, Marketing
- Customer since (as the page says): Coveo customer since 2022

## What the story says

Zoom uses Coveo to unify its support content into a single index and power search across its support and marketing sites. It also applies AI relevance features and generative answering to help customers find answers themselves and submit fewer support cases.

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

> With Coveo Relevance Generative Answering and AWS Bedrock, Zoom increased self-service success by 20% and reduced case submissions by an additional 19% — saving hundreds of thousands annually.

- **89%**: “Zoom eliminated 89% of content gaps by unifying its data sources into a single index”
- **20%**: “Zoom increased self-service success by 20%”
- **19%**: “reduced case submissions by an additional 19%”
- **17 languages**: “relevant, up-to-date information published in 17 languages”

> If the user experience is the body and content is the blood, the Coveo platform is our central nervous system. We’ve become far more search-centric.
>
> Jeff Harling, Head of Digital Support

## What usedby checked

We compared the story with its live page on 2026-10-04.

- Checked: the figure 2.3x is printed word for word on the page, near the name of Zoom.
- Checked: the passage quoted above is copied word for word from the page, near the name of Zoom.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Zoom uses Coveo. Confirmed line. Latest check across sources: 2026-10-04.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/zoom-coveo · How we check: https://www.usedby.ai/methodology