Coveo provides search and recommendation software for customer support systems in which customers can ask for help by entering a case description and, on the other side, support agents must find the solution. In this context, queries to Coveo are in the form of long texts describing a problem and potential solutions are knowledge articles or help documents.
Support cases resolution retrieval (SCRR), at its very core, requires a mapping of casual English text, possibly with grammatical mistakes, to well-formed formal English documents.