Coveo Machine Learning
Internal enablement course
Challenge
The course intended to explain all (11+) the Machine Learning (ML) models that Coveo developed over the years.
The leadership at Coveo believed that not all the internal teams understood how various ML models at Coveo work, which gave rise to the request to develop this course.
We were requested to create 12 hours of training, which could be used as a VILT, and an asynchronous learning course based on the demand.
The beneficiary’s of this course came from different technical expertise. There are four commercial teams, ranging from the business development engineers, sales engineer, account execs, and customer success. Hence, the training needed to cater to 1:n learners.
Solution
To support the success of Coveo’s initiative, I followed a structured approach:
I identified the audience and learning objectives through a design outline, ensuring clarity and alignment with the training program’s goals.
I structured the course content into a skillpath framework, comprising four distinct courses:
- Intro to Coveo ML models
- Core ML models
- Service & Knowledge ML models
- Commerce ML models.
Utilizing existing resources such as Coveo documentation, customer training courses, and the Coveo blog, I ensured that my training materials were comprehensive and aligned with Coveo’s established knowledge base.
I engaged with subject matter experts (SMEs), project managers (PMs), developers, and leadership to gain deep insights into Coveo’s ML models. This collaborative effort ensured that my training content accurately reflected the intricacies and real-world applications of each model.
My resulting solution encompassed the following components:
– Thoroughly researched and structured content: I meticulously crafted the training materials to provide a comprehensive understanding of Coveo’s 11+ ML models.
– Interactive and engaging learning experience: I designed the training content to be interactive and engaging, employing various instructional methods to cater to different learning styles and preferences.
– Accessible and scalable delivery: The training program was designed to be delivered both synchronously as a VILT and asynchronously to cater to varying learning needs and schedules, ensuring accessibility and scalability across Coveo’s global workforce.
– Continuous improvement: I established mechanisms for ongoing evaluation and feedback to continuously enhance the training program’s effectiveness and relevance.
Through these efforts, I equipped Coveo’s internal teams with the knowledge and skills needed to leverage Coveo’s ML models effectively, ultimately enhancing the value delivered to customers.
Impact
The impact of the Coveo ML Models course extended beyond operational efficiency to directly influence the commercial teams’ confidence and success in selling products and upgrades to both new and existing customers. By leveraging their enhanced knowledge of Coveo’s ML models, the commercial teams were able to tailor their sales pitches more effectively, highlighting the unique benefits and capabilities of our solutions. This personalized approach resonated with customers, resulting in higher customer satisfaction and loyalty, as well as increased revenue generation for the organization.
As a direct result, the sales numbers are expected to experience a year-on-year increase of 20%.