In a customer service context, indexing an instant message platform allows for agent swarming to surface past insights that impact a current case (customer issue) or a product. For example, here at Coveo we’ve generated over 500,000 messages just in the last 30 days (someone’s been working on the weekends!). There’s a wealth of valuable information nested in Slack channels, threads and messages. ![]() The stellar UX design team here at Coveo did some research and revealed some pretty fascinating results. Introducing chat messaging into enterprise search results presents a whole new type of content that needs to be considered carefully and displayed a little differently. It’s such a household name that the term itself is a commonly used verb (though it holds the exact opposite meaning of its traditional dictionary definition).Īs an increasing number of companies transition to either hybrid or remote offices, employee swarming is an emerging best practice for virtual workplace collaboration. Probably as of 2019, the popular instant message provider reported 10+ million daily active users in 150+ countries.
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