Case Study: F5 Networks achieves 11% higher self-service success with Coveo Generative Answering

How GenAI Question Answering Delivers +11% Self-Service Success

F5, a global company securing and delivering nearly half the world’s apps, needed a smarter way to help customers and employees find fast, accurate answers across a large and complex knowledge base. Working with Coveo, F5 unified search across more than 20 web properties and later looked to add generative AI capabilities to improve self-service and support experiences.

Coveo implemented Relevance Generative Answering across key platforms, including Maya 5 and F5’s internal CRM, launching the solution in just 30 days. With Coveo, F5 improved customer self-service resolution by 11% and saved over $150,000 in the first 30 days, while also reducing unnecessary searches and helping support agents focus on more complex cases.

F5

Laurel Poertner

Senior Director, Digital Services