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December 19, 2022

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Visually guide customers remotely with instant cobrowsing.

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Overview Discussion

Overview

Cohere.io is an AI-powered tool designed to enhance the efficiency and effectiveness of customer experience (CX) teams. Its primary function is to help resolve customer support tickets more quickly, resulting in improved customer satisfaction and cost reductions.

Cohere.io employs cobrowsing technology to visually guide customers directly over phone or live chat.A unique feature of this tool is its ability to automatically resolve a significant proportion of customer tickets.

It achieves this by extracting knowledge from previous support conversations and articles, and converting them into personalized and precise answers to customer queries.

If a particular question has been addressed before, its generative AI capability allows it to automatically provide the already-approved solution, ensuring that the same question is not answered twice.Cohere.io also carries out tasks on behalf of support agents, guiding users through problem-solving steps or executing actions for them.

It further offers Cardina's advanced analytics capabilities to identify potential issues, trends, and content gaps, assisting the resolution process. The tool strives to always provide accurate answers, leveraging the latest advances in large language models.The effectiveness of Cohere.io extends to when customers would typically ask questions, allowing for the delivery of satisfactory 24/7 customer support services.

This tool is designed to interface seamlessly with the support desk platforms companies already use. Cohere.io's ease of integration and its ability to yield significant results within a short time frame make it a valuable tool for companies aiming to optimize their customer service process across different channels including chat, email, and SMS.

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Pros and Cons

Pros

Extracts knowledge from previous support

Instantly turns support articles into answers

Integrated with existing support resources

Automates resolution of tickets

Cobrowsing technology for visual guidance

Identifies potential customer issues

Predicts and fills content gaps

24/7 customer support

Personalized accurate answers

Task execution on behalf of agents

Seamless integration with support desk platforms

Significant results within short time frame

Optimization across chat, email, SMS channels

Agents never answer same question twice

Identifies automation opportunities for ROI

Can scale support without adding staff

Trusted by world's most ambitious CX teams

Automation becomes smarter over time

Live visual guidance over phone, chat

Yields accurate solutions, not just answers

Helps understand and anticipate customer trends

Automatically resolves up to 60% of tickets

Effective self-serve resolutions

Faster service for customers

Helps increase deflection

Supercharges existing CX stack in one click

Proves ROI in days, not months

Enables delivery of personalized support at scale

View 23 more pros

Cons

Cobrowsing limited to live chat

Uses past tickets only

Analytics may miss real-time issues

Dependency on existing support resources

No native customer support

Cannot resolve all tickets

Integration not specified for all platforms

Limited to current support channels

Tool learning requires human approval

Dependent on significant past data

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Q&A

What is Cohere.io?

Cohere.io is an AI-powered platform designed to provide efficient and effective customer support. It resolves customer tickets quickly through the extraction and conversion of knowledge from previous support conversations and articles, automating responses to customer queries, thus improving customer satisfaction and reducing costs. The platform can guide customers visually over phone or live chat via its cobrowsing technology, and integrate with existing support resources to turn support articles and past conversations into personalized answers.

What are the key features of Cohere?

Key features of Cohere.io include its ability to automatically resolve up to 60% of support tickets, provision of personalized and accurate responses, performing actions on behalf of support agents, and driving self-serve resolutions across different communication channels. Additionally, it leverages AI to understand language, not just keywords, and exists with Cardina's advanced analytics to identify potential issues, trends, and content gaps.

How does Cohere.io use AI to answer customer support tickets?

Cohere.io uses AI to answer customer support tickets by leveraging large language models. These models analyze previous support conversations and articles, extracting important information and transforming it into personalized answers for customer inquiries. The AI also generates automatic replies when a same or similar question is asked again. This AI-driven system helps to resolve up to 60% of customer support tickets.

What is the cobrowsing technology utilized by Cohere?

The cobrowsing technology utilized by Cohere.io allows support agents to visually guide customers over phone or live chats. This feature facilitates instant assistance without the need for any additional downloads on the customer's end.

How does Cohere help to reduce costs in customer support?

Cohere helps to reduce costs in customer support by automating resolution of up to 60% of support tickets. This reduces the load on customer support agents, allowing them to focus on more complex problems. The AI-powered platform also discovers and leverages the best potential opportunities for automation to bring further cost effectiveness.

What is the success rate of Cohere in automating customer support tickets?

Cohere claims to automate up to 60% of customer support tickets. This indicates a successful rate of 60% in resolving customer queries without human intervention.

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How does Cohere integrate with existing support desk platforms?

Cohere integrates with existing support desk platforms through a single click, allowing customers to extract more use out of platforms that their agents are already familiar with. This seamless integration allows Cohere to drive self-serve resolutions across various communication channels.

What is Cohere's method in extracting knowledge from previous support conversations?

Cohere extracts knowledge from previous support conversations by utilizing its generative AI capability. It analyzes past conversations and support resources to generate personalized and accurate responses for recurring queries and issues. It helps in ensuring that the same question does not require human intervention more than once.

Can Cohere help guide users through problem-solving steps?

Yes, Cohere is designed to guide users through problem-solving steps. It even performs actions on their behalf, making the resolution process more efficient and streamlined for customers.

What are the analytics capacities of Cohere?

Cohere offers advanced analytics capabilities provided by Cardina. These capabilities help to identify potential issues, trends, and content gaps in customer support. By understanding and anticipating these customer trends, Cohere assists the agents in resolving issues effectively and quickly.

How can Cohere assist in identifying potential issues and content gaps?

Cohere can assist in identifying potential issues and content gaps using Cardina's advanced analytics. This assists in resolving problems while also helping the customer support team anticipate potential customer trends to provide proactive solutions.

How effective is Cohere in providing 24/7 customer support services?

Cohere is extremely effective in providing 24/7 customer support services. By leveraging AI to understand both language and keywords, and automating responses based on prior knowledge, Cohere helps in quickly resolving customer issues round-the-clock.

What channels can Cohere assist with customer support?

Cohere can assist with customer support across multiple channels including chat, email, and SMS. Its seamless integration with existing service desk platforms enables driving self-serve resolutions across these communication channels.

How quickly can Cohere.io be integrated in my current CX stack?

Cohere.io can be integrated into a current CX stack instantly and in a single click. This provides ease of integration for companies aiming to optimize their customer service process across different channels.

Can Cohere’s Flowgen AI optimize personalized flows?

Yes, Cohere’s Flowgen AI can optimize personalized flows. Cohere works alongside your team to identify the best opportunities for automation, then uses Flowgen AI to implement and optimize personalized flows, ensuring a higher return on investment.

How accurate are the answers provided by Cohere?

The answers provided by Cohere are claimed to be highly accurate. Manifested through the latest advances in large language models, Cohere extracts knowledge to make sure that customers get precise, effective, and relevant responses all of the time.

What benefits do top companies experience by using Cohere.io?

Top companies using Cohere.io experience various benefits including significant cost reductions, better CX efficiency, a high rate of ticket automation leading to improved customer satisfaction, faster services round-the-clock, and more effective utilization of their existing CX stack.

How does Cohere contribute to improving CX efficiency?

Cohere contributes to improving CX efficiency by providing personalized answers, anticipating customer trends, automating the resolution of a significant proportion of support tickets, and integrating with current service desk platforms to optimize their use. All these features facilitate faster, smarter customer services, thus improving the overall efficiency of the customer experience.

What is the process for training a bot on Cohere.io?

To train a bot on Cohere.io, users simply need to share their help center link. Cohere will then create a custom bot capable of providing instant solutions to customer questions in a manner that resembles the customer's natural inquiry pattern.

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