How Boston Scientific uses AI search to transform B2B commerce + boost conversions

Episode 217

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.

Published on 2 weeks, 4 days ago

Podcast Episode Details

How Boston Scientific uses AI search to transform B2B commerce + boost conversions