What is Cohere?
Cohere is an AI-powered platform that provides customer support assistance by analyzing previous tickets to find relevant answers, automates responses for customer service teams, and personalizes the communication for customers over any channel.
How does Cohere leverage AI for customer support assistance?
Cohere employs sophisticated AI to assist in customer support, primarily by extracting key information and solutions from a pool of previously resolved customer tickets. It systematically identifies patterns in inquiries and provides specific, tailored responses. Understanding language, rather than merely keywords, is central to Cohere's AI implementation.
What type of automation does Cohere offer for customer service teams?
Cohere offers automation solutions aimed at customer service teams that are experiencing growth. The platform can automatically resolve up to 60% of customer inquiries, freeing up staff to handle complex or unique cases. It provides instant, personalized answers over any platform, understanding nuanced language and not just keywords, to deliver solutions and not just answers.
How much ticket resolution can be achieved by Cohere?
Cohere is equipped to automatically resolve up to 60% of customer tickets. By leveraging existing support resources, it can provide instant, personalized answers based on previous tickets, providing customers with accurate solutions.
Can Cohere be integrated with existing support resources?
Yes, Cohere can integrate with existing support resources and service desks. It can instantly transform support articles and past conversations into personalized answers. This integration helps in providing accurate resolutions in a single click, promoting the efficiency of customer support services.
How does Cohere's success team help customers to achieve ROI?
Cohere's success team works closely with customers to identify the largest opportunities for automation, implement and optimize personalized flows with Cohereβs AI, and measure and drive ROI. They essentially function as an active partner to optimize the performance of Cohere for each specific client, which can effectively lead to a more rapid and significant ROI.
How does Cohere's AI understand language?
Cohere's AI is designed to comprehend language, not just keywords. This capability is partly predicated upon the use of large language models, which can extract knowledge and learn from large amounts of text data. The AI can interpret nuances in linguistic context, intent, and meaning, which allows it to provide accurate and contextually appropriate responses.
Can Cohere guide users through resolutions step-by-step?
Yes, Cohere can guide users through resolutions step-by-step, and even perform actions on their behalf, thus paving a smoother and more interactive path to resolution. It transforms support resources into personalized instructions which can be shared with users, assisting them through the resolution process.
What advanced analytics does Cohere offer?
Cohere provides advanced analytics which help in identifying potential issues and content gaps in customer inquiries. This enables the platform to discern user needs, and to address these needs with more targeted and fine-tuned responses.
How does Cohere ensure accurate answers to customers?
Cohere ensures accurate answers by adopting the latest advances in large language models. Current automation solutions in the market often fail by sending the wrong information to customers or lacking the right answers at all. Cohere addresses these problems by making sure customers receive accurate answers based on a comprehensive understanding of language and context from previous tickets.
Does Cohere use previous tickets to provide answers?
Yes, Cohere uses previous tickets to provide accurate answers. One of the key features of Cohere is its ability to extract knowledge from previously resolved tickets. Using generative AI, it can offer answers based on previous agent responses.
Can Cohere automatically reply to repeated questions?
Yes, Cohere possesses the capability to auto-reply to repeated questions. The platform leverages generative AI, learning from previously resolved tickets and their corresponding agent responses. With the approval of humans, it auto-replies whenever the same question is asked again, making it continuously smarter over time.
What kinds of companies can benefit from using Cohere?
Cohere can be beneficial for a range of organizations, from consumer software companies to complex B2B products. Leading support organizations have used this platform to achieve industry-leading outcomes in various use cases. A few notable companies that have seen improvement with Cohere include Ramp, Flock Safety, Rippling, and Podium.
Can it be used for both B2C and B2B products?
Yes, Cohere can be effectively used for both B2C and B2B products. It has empowered a variety of firms from consumer software businesses to providers of intricate B2B products to drastically improve their customer support services.
Which service desks can Cohere be integrated with?
Cohere can integrate instantly with many service desks that a company may already be using. It works with the platforms that customer service agents are already familiar with, boosting the value obtained from them and facilitating self-serve resolutions across different communication channels such as chat, email, and SMS.
Can Cohere help to provide personalized support?
Yes, Cohere aids in providing personalized support at scale. It transforms support articles and past discussions into personalized answers and accurate resolutions. The platform presents customers with personalized communication over any channel that they prefer, making the customer service experience more engaging and satisfying.
How does Cohere help to anticipate customer trends?
Cohere helps to anticipate customer trends by employing its advanced analytics to identify potential issues and content gaps with customer inquiries. It can resolve them in a few clicks. The understanding and anticipation of these trends assist in delivering more relevant and customer-centric responses.
What outcomes can we expect from using Cohere?
Companies using Cohere have reported significant results such as automated resolution of 60% of tickets and increased deflection by 50%. Certain companies have witnessed a 5x ROI. The outcomes are dependent on the specific use-cases and implementation of Cohere's resources.
What is Cohere's typical go-live time and self-serve rate?
Cohere has a typical go-live time of zero days, ensuring prompt implementation for businesses. A typical self-serve rate cannot be determined without specific context. However, a customer case study mentions a self-serving rate of over 60% for in-app inquiries with Cohere.
Does Cohere have a dedicated success team?
Yes, Cohere has a dedicated success team. This team works with customers every step of the way, helping to identify the largest opportunities for automation, implementing and optimizing personalized flows with Cohereβs Flowgen AI, and measuring and driving ROI.