About Coveo conversational experiences

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Conversational experiences provide a more natural and interactive way for users to find information and products. By supporting an ongoing dialogue, they enable users to clarify their needs and intent through follow-up questions, and receive increasingly relevant and targeted results throughout the conversation.

This article lists the Coveo solutions that provide conversational experiences, describes what a Coveo conversational experience is, and provides a brief description of how it works.

Choose a Coveo conversational experience

Coveo offers conversational experiences that integrate with your existing data and workflows to deliver relevant and personalized responses across knowledge and commerce use cases.

Coveo provides two conversational solutions: Conversational search and Conversational Product Discovery.

Conversational search is the solution for knowledge use cases. It’s powered by the Coveo Search Agent, which adds a conversational, multi-turn experience with generative answering to a Coveo-powered search interface in your knowledge (website, service, and workplace) site. It’s designed to help users get grounded answers to complex questions quickly.

Conversational Product Discovery

Conversational Product Discovery is the commerce solution, which blends natural-language conversation with product search so that shoppers can describe what they need, receive curated product results, refine those results, and compare products, all within their existing search experience.

What is a conversational experience

A conversational experience uses natural language processing (NLP), AI, and multi-turn dialogue to enable users to find relevant information and products through an ongoing conversation. Rather than relying on isolated queries, users can ask follow-up questions, clarify their intent, and progressively refine their search to get more relevant, targeted results, whether they’re looking for an answer to a complex question or the right products.

Each interaction builds on previous exchanges. Context is maintained throughout the conversation, preserving the user’s evolving intent and allowing them to refer back to earlier information and continue refining what they’re looking for without having to restate their needs with each query. A conversational experience adapts as the conversation evolves, allowing the information that’s retrieved to change based on the user’s latest input and the context established in previous turns.

Coveo conversational experiences are grounded in your own indexed data, and preserve the relevance, personalization, and security provided by the Coveo Platform.

How conversational experiences work

Note

This section describes the general concepts behind Coveo conversational experiences. The specific workflows and functionality vary depending on the Coveo solution you’re using.

Coveo conversational experiences are powered by AI agents that use agentic reasoning to orchestrate content retrieval and responses across multiple turns. Rather than following a static execution pattern, the AI agent adapts its actions to the user’s input and intent at each turn, while maintaining conversational context.

For each interaction, the AI agent interprets the user’s input to identify their underlying intent. It uses the conversation context, including earlier queries and responses, to understand follow-up questions and references to previous results. Based on this understanding, the AI agent determines how to proceed, such as retrieving relevant content from your indexed data or requesting additional information when clarification is needed.

As the conversation progresses and the user’s intent becomes more specific, the AI agent can adapt what content it retrieves and how it responds. It assembles a response grounded in the retrieved content and carries the conversation context forward from one turn to the next, allowing subsequent interactions to build on what came before.

What’s next