Cohere.io: AI-Powered Customer Support Automation

What is Cohere.io?

Cohere.io is an AI-powered customer support automation platform designed to help customer experience (CX) teams resolve tickets faster, reduce costs, and improve agent and customer satisfaction. It utilizes large language models to understand customer inquiries and provide accurate, personalized answers across various channels.

How does Cohere.io work?

Cohere.io works by leveraging AI to understand the language of customer inquiries, not just keywords. This allows it to provide solutions, not just answers, guiding users through resolutions step-by-step and even performing actions on their behalf. The platform integrates with existing support resources, instantly turning support articles and past conversations into personalized answers and accurate resolutions.

Key Features and Benefits:

Automation: Automates up to 60% of customer support tickets, freeing up agents to focus on more complex issues.
Personalized Answers: Provides instant, personalized answers to customers over any channel, using AI that understands language, not just keywords.
Step-by-Step Guidance: Guides users through resolutions step-by-step and even performs actions on their behalf.
Knowledge Extraction: Extracts answers from agent responses (after human approval) and automatically replies whenever the same question is asked again.
Integration: Seamlessly integrates with existing CX stack, including service desks like Zendesk and Salesforce Service Cloud.
Analytics: Identifies potential issues and content gaps with advanced analytics, allowing for proactive issue resolution.

Driving Industry-Leading Results:

Cohere.io has helped numerous companies achieve significant improvements in their customer support operations:

Ramp: Automated 60% of tickets and saw a 5x ROI.
Loom: Doubled their self-serve resolutions to 51%.
Rippling: Went live in days and increased deflection by 50%.
OpenPhone: Launched personalized support across web and mobile.
Flock Safety: Scaled CX efficiency along with customer loyalty.
Podium: Delivers faster, 24/7 service.

Why is Cohere.io important?

In today's competitive landscape, providing excellent customer support is crucial for business success. Cohere.io helps companies scale their support operations without scaling headcount, improve customer satisfaction, and reduce costs. By automating repetitive tasks and providing personalized answers, Cohere.io empowers agents to focus on more complex issues and deliver exceptional customer experiences.

How to get started with Cohere.io?

To get started with Cohere.io, you can:

Book a demo: Schedule a demo with the Cohere.io team to learn more about the platform and its capabilities.
Integrate with existing CX stack: Connect Cohere.io with your existing service desk and other CX tools.
Turn support content into AI answers: Use Cohere.io to instantly turn support articles and past conversations into personalized answers and accurate resolutions.
Measure and drive ROI: Work with Cohere.io's dedicated success team to identify the biggest opportunities for automation and optimize personalized flows.

Where can I use Cohere.io?

Cohere.io can be used across a variety of industries and use cases, including:

Consumer Software: Providing support for software applications and platforms.
B2B Products: Supporting complex B2B products and services.
E-commerce: Automating customer support for online retailers.
Financial Services: Providing support for financial products and services.

Best way to improve customer support efficiency?

Cohere.io provides self-serve functionality to enable a 60% or better customer support efficiency and a typical go-live time of 0 days. This in turn will produce a typical ROI outcome of 5x.

Cohere.io's acquisition by Ramp

Cohere.io was acquired by Ramp and is moving to cardina.com, where the products will continue to be developed.

In conclusion, Cohere.io is a powerful AI-powered customer support automation platform that helps companies improve CX efficiency, reduce costs, and increase customer satisfaction. Its ability to understand language, provide personalized answers, and automate repetitive tasks makes it a valuable asset for any organization looking to scale its support operations.