Case Study: athenahealth achieves 75% higher resolution discovery and 50% reduction in Tier 3 inflow with Coveo

How athenahealth Empowers Agents Through AI Customer Support

athenahealth, a billion-dollar cloud-based healthcare company serving a network of 140,000 providers, faced fragmented knowledge across seven siloed repositories. Support agents routinely left Salesforce to hunt for answers, putting callers on hold, creating onboarding bottlenecks for new hires, and driving unnecessary support cases that could have been self‑serviced.

Working with Coveo, athenahealth indexed all content into a unified, in‑flow search experience embedded in Salesforce and a personalized self‑service portal for clinicians, with ML‑boosted recommendations. The results: an 18% increase in agents using manual search, 35% of agents attaching articles to cases, 75% of clicks on Coveo‑boosted documents, and a 50% reduction in inflow to Tier 3 teams—improving resolution times, self‑service rates, and agent ramp time.

athenahealth

Khushnuma Drisko

Senior Associate, Support Process Design