TLDR: Coveo, a leader in AI-Relevance, has unveiled significant enhancements to its AI Agents, introducing custom context pass-through and broader compatibility. These new capabilities are designed to dramatically improve the relevance, intelligence, and actionable outcomes of support experiences, especially when integrated with Agentforce, by grounding AI agents in enterprise-approved knowledge and enabling customizable GenAI-powered actions.
MONTREAL, October 14, 2025 – Coveo, a prominent figure in AI-Relevance, today announced the release of two high-demand capabilities: custom context pass-through and broader compatibility for its AI Agents. These innovations are set to revolutionize support experiences built on Agentforce, Coveo’s AI-search and generative experiences platform, by delivering enhanced relevance, intelligence, and the ability for AI agents to perform custom actions.
The core of this advancement lies in the Coveo Relevance-Augmented Passage Retrieval API (PR-API), which now supports custom context pass-through. This feature allows for more precise information retrieval by leveraging granular, user-specific data such as an agent’s role, account tier, or product line. The result is pinpoint-relevant answers that are expected to significantly improve self-service success rates, reduce handle times, and accelerate mean time to resolution.
Jujhar Singh, President & GM, Applications and Industries, Salesforce, highlighted the strategic importance of these developments: “Service, Commerce and Marketing leaders everywhere are under pressure to deliver faster, more accurate, and more trusted experiences at scale.” He added, “Combined with Agentforce, Coveo supports the next generation of AI agents that meet that challenge by combining deep enterprise knowledge with contextual intelligence, empowering teams to serve customers with precision, speed, and confidence.”
The integration of Coveo with Agentforce enables AI agents to move beyond merely answering questions. They can now resolve cases autonomously, auto-draft emails, generate knowledge articles, and perform other customizable GenAI-powered actions, all while operating within the strict guardrails of approved enterprise content. This functionality is purpose-built for organizations aiming to reduce cost-to-serve, accelerate time-to-resolution, and enhance both self-service and assisted service.
Joyce Leung, VP of Support Operations at Illumio, shared enthusiastic feedback on the combined solution: “When we combined Agentforce with Coveo, the results were on another level. Our internal testers went from saying, ‘this is okay’ to literally saying ‘wow.’ The multiplier effect of bringing the two solutions together was incredible, consistently returning responses that truly amazed our team.”
Richard Tessier, Co-Founder and SVP Product at Coveo, emphasized the strategic control these new features offer: “With these capabilities, we’re giving enterprises key pieces to build successful agents: control and context.”
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These major improvements are included in the Coveo AI-Relevance Platform and are available immediately, further solidifying Coveo’s commitment to transforming how enterprises connect with customers and employees to maximize business outcomes.
