Richard Tessier

Cofounder, Coveo

Search every verified Richard Tessier interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. Richard Tessier, SVP of Cloud Services at Coveo, spoke on October 4, 2016, at a panel discussion on data-driven case deflection and self-service, alongside representatives from Salesforce and MongoDB. He described how Coveo integrates intelligent search into Salesforce environments to bring relevant content to customers, partners, and employees, and uses machine learning to analyze customer data. Tessier reported that over the preceding six months, Coveo's platform received more than 3 million events, with 35 percent coming from mobile devices. He also cited an example of a Coveo customer, Adobe, which saw a threefold decrease in "no results" queries on its self-service portal due to improved search relevance. Tessier discussed using data from search and case-creation behavior to identify content gaps, such as a lack of material on a new product like the BI connector, and to improve knowledge base content based on recurring customer questions. He noted that Coveo is working with organizations like TSIA to refine how self-service success and case deflection are measured, distinguishing between users who find training content and those who ultimately contact support.