Description
Cohere.io provides an AI-driven platform designed to enhance customer support operations by enabling faster ticket resolution and cost reduction. The core offering is cobrowsing, which allows support agents to visually guide customers through issues in real-time, directly over phone or live chat, without requiring any downloads from the customer's end.
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This AI-powered solution aims to scale support without proportionally increasing headcount. It achieves this by automating up to 60% of customer tickets, delivering instant and personalized answers across various communication channels. Cohere's AI understands natural language, going beyond simple keyword matching to provide accurate solutions. It assists users step-by-step and can even perform actions on their behalf, streamlining the resolution process.
The platform integrates seamlessly with existing support resources, instantly transforming support articles and past conversations into personalized answers and accurate resolutions. Cohere also offers advanced analytics through its Cardina feature, helping identify potential issues and content gaps, which can then be resolved efficiently. The AI's ability to extract knowledge from large language models ensures customers receive correct information consistently.
Cohere.io emphasizes learning from solved tickets. By using generative AI to extract answers from agent responses (after human approval), it automatically handles recurring questions, making the automation system smarter over time. This approach drives industry-leading results, as demonstrated by companies like Ramp, which automated 60% of tickets and achieved a 5x ROI, and Loom, which doubled self-serve resolutions to 51%.
The platform is designed for easy integration with existing CX stacks, connecting with service desks to drive self-serve resolutions across chat, email, SMS, and more. Cohere.io also focuses on proving ROI quickly, with typical go-live times of 0 days and significant ROI outcomes. The company was acquired by Ramp and its products are moving to cardina.com.
- CategoryCustomer Support
- DeploymentCloud
- PlatformsWeb
Cobrowsing for Customer Support's Core Features
AI-powered cobrowsing for visual customer guidance
Automated resolution of up to 60% of customer tickets
Instant, personalized answers across any channel
AI understands natural language, not just keywords
Step-by-step user guidance and action performance
Transforms support articles and past conversations into answers
Advanced analytics to identify issues and content gaps
Generative AI extracts knowledge from solved tickets
Seamless integration with existing CX stacks
Fast ROI demonstration with typical go-live in 0 days
Cobrowsing sessions require no customer downloads
How to use Cobrowsing for Customer Support?
Configure bot: Share your help center link to train a custom AI bot.
Ask questions: Interact with the bot as a customer would for instant solutions.
Guide customers: Use cobrowsing to visually assist customers during support interactions.
Automate responses: Leverage AI to provide instant, personalized answers across channels.
Analyze trends: Utilize analytics to identify and address content gaps and customer issues.
Integrate tools: Connect with your existing service desk for enhanced self-serve resolutions.
Cobrowsing for Customer Support's Use Cases
- Customer Support Automation
- Visual Customer Guidance
- Self-Serve Resolution
- Proactive Issue Identification
- Agent Efficiency Improvement
- Personalized Customer Support
