Coveo, a leader in AI-powered relevance solutions, has released its fifth annual CX Relevance Report titled “Customer Effort Is at an All-Time High – Is Search The Key?” This comprehensive study uncovers the growing challenges faced by consumers in accessing relevant help and content, particularly in self-service digital experiences.

Based on a survey of 4,000 consumers in the U.S. and U.K., conducted in partnership with Arlington Research, the report reveals that 84% of customers struggle to find the information they need. A significant 53% of respondents identify poor website search functionality as the biggest self-service frustration—highlighting the urgent need for unified, AI-powered search and relevance solutions.

“In an era of instant gratification, minimizing customer effort is paramount,” said Patrick Martin, EVP of Global Customer Experience at Coveo. “This report shows how essential it is to build connected experiences using AI-search, generative AI, and a strong content strategy. These elements are game-changers for improving satisfaction, reducing cost-to-serve, and driving revenue.”

Key insights from the report include:

  • Customer abandonment due to frustration: 72% of users abandon a website after a poor experience. However, 62% are open to giving the site another try, particularly Gen Z and Millennials, who are more likely to refine searches or use filters.
  • Demand for smarter self-service: 69% of customers want generative AI solutions for complex service issues, while 48% are looking for educational tools and 44% prefer AI-powered virtual assistants.
  • Generative AI skepticism remains: 49% of users have encountered inaccurate AI-generated responses (“hallucinations”), leading to a 42% habit of fact-checking such answers.
  • Personalization drives data sharing: While 53% of all respondents are willing to share personal data for more relevant experiences, this number increases to 60% among Gen Z and 62% among Millennials.

The findings underscore a pressing need for organizations to rethink how they deliver digital experiences. Incorporating AI-search and generative technologies can significantly reduce customer effort, build trust, and foster long-term loyalty. For more details, access the full Coveo CX Relevance Report.