How Boston Scientific uses AI search to transform B2B commerce + boost conversions
In B2B commerce, the experience gap is real—and costly. Boston Scientific closed it with AI-powered intelligent search, transforming how customers and sales teams find products, answers, and information. In this episode, we explore how the medical device leader integrated Coveo’s AI relevance platform into SAP Commerce Cloud, unified search and chat into a single “intent box,” and achieved a 300% increase in online order revenue. From understanding buyer intent to aligning tech with strategy, discover how relevance and speed drive measurable growth.
The Future of Commerce Podcast · Sergio Iacobucci
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Show Notes
B2B buyers now expect the same speed, personalization, and precision they enjoy in consumer shopping—and that expectation is redefining digital commerce. In this episode, inspired by How Boston Scientific uses AI search to transform B2B commerce + boost conversions, we break down how AI-powered search is closing the experience gap, boosting conversions, and creating measurable ROI.
With insights from Boston Scientific’s digital transformation journey, we explore how they tackled search performance challenges, integrated Coveo’s AI relevance platform into SAP Commerce Cloud, and deployed an “intent box” to unify search and chat into a single entry point. The results: faster customer experiences, empowered sales teams, higher retention, and a staggering 300% growth in online order revenue.
What You’ll Learn in This Episode:
The Experience Gap in B2B Commerce
- Why B2B buyers expect Amazon-level experiences
- Harvard Business Review study: 70% say AI is essential for e-commerce’s future
- Common barriers: data privacy, skills gaps, executive alignment
What Makes AI-Powered Search Different
- Enriched intent detection that understands buyer needs
- Automatic re-ranking and behavior-based recommendations
- Question answering and dynamic content filtering to reduce friction
Boston Scientific’s Search Transformation
- Integrating Coveo’s AI platform with SAP Commerce Cloud
- Centralizing content from 55+ sources into one intelligent index
- Personalizing search results for both customers and sales reps
The “Intent Box” Innovation
- Unifying search and chat into one smart entry point
- Delivering fast, accurate, contextual answers from anywhere in the site
- Changing the way customers interact with digital channels
Measurable Impact and ROI
- 20%+ jump in search conversion rates
- Customers discovering and purchasing new products via search
- Reduced customer service calls and improved self-service
- 300% increase in online order revenue
Key Lessons for AI Success in B2B
- Start with the business problem, not the platform
- Focus on relevance, not just channels
- Partner with providers who offer both technology and strategic guidance
Key Takeaways:
- AI search can close the B2B experience gap and boost customer satisfaction
- Unified, intent-driven experiences speed up buying and selling
- Strategic alignment between tech and business goals drives ROI
- Integration with existing platforms preserves flexibility while adding intelligence
- Relevance is the ultimate metric for digital commerce success
Subscribe to our podcast for expert insights on AI in commerce, B2B digital transformation, and customer experience innovation. Visit The Future of Commerce for in-depth research on how technology is driving measurable business results. Share this episode with digital leaders, e-commerce managers, and sales enablement teams looking to close the experience gap.