Case Study: SAP Concur reduces case volumes by 31% with Coveo

How SAP Concur Reduced Case Volumes by 31% with GenAI

SAP Concur, the global leader in integrated travel, expense, and invoice management, needed to improve service quality across its large support and self-service network so customers could find answers faster and renew with confidence. It partnered with Coveo to enhance digital experiences with AI search, recommendations, and generative answering, while also supporting agents with more intuitive tools.

Coveo implemented AI capabilities across SAP Concur’s support touchpoints, including secure indexing, hybrid search, and out-of-the-box AI models. The results were strong: case volumes fell 20% in the first year and later reached a 31% decline in case submits per 1,000 search sessions. In just four weeks, Coveo also helped drive nearly a 5% reduction in cases per 1,000 search sessions, an over 80% drop in search queries per visit, and a 64% reduction in content gaps.

SAP Concur

Michelle Lewis-Miller

VP, Head of Strategy & Transformation