Cohere

Cohere is a comprehensive AI-driven platform built to revolutionize customer experience (CX) and support operations. It empowers businesses to scale their support capabilities efficiently, resolving customer inquiries faster while reducing operational costs. By leveraging the latest advances in large language models and generative AI, Cohere transforms existing support resources like help articles and past conversations into an intelligent knowledge base that provides accurate, personalized answers to customers across any channel.

The platform is designed not just to answer questions, but to actively guide users to a resolution. Its standout feature, secure cobrowsing, allows support agents to view and interact with a customer's screen in real-time, making it incredibly easy to troubleshoot complex issues, onboard new users, and provide hands-on assistance without the need for downloads or complex setups. This high-touch support model significantly improves first-contact resolution rates and boosts customer satisfaction.

How to use Cohere

Getting started with Cohere is designed to be fast and seamless, delivering ROI in days, not months. The process typically involves:

1. Integration: Instantly connect Cohere with your existing CX stack, such as your help desk or CRM (e.g., Salesforce, Zendesk). The setup is designed to take as little as 5 minutes.
2. Knowledge Ingestion: Train Cohere's AI by simply providing a link to your help center or other support resources. The platform automatically ingests and understands your support articles and past ticket conversations.
3. Deployment: Deploy Cohere's AI-powered bots and self-service tools across your channels (chat, email, in-app). These bots can immediately start resolving customer queries.
4. Live Assistance: For more complex issues, agents can initiate a secure cobrowsing session with a single click, allowing them to see the customer's screen and guide them visually or even take control to perform actions on their behalf.
5. Optimization: Use Cohere's analytics dashboard to identify common issues, content gaps, and automation opportunities, continuously improving your support efficiency over time.

Core Features of Cohere

• AI Automation: Automatically resolves up to 60% of incoming support tickets by providing instant, context-aware answers derived from your knowledge base.
• Secure Cobrowsing: Allows agents to see and interact with the user's browser tab in real-time, without any downloads. Sensitive information is automatically redacted to ensure privacy and security.
• Generative AI Knowledge Extraction: Uses generative AI to extract accurate answers from past agent responses (with human approval) and automatically replies when the same question is asked again.
• Guided Resolutions: Go beyond simple answers by guiding users step-by-step through complex processes and workflows.
• Proactive Insights: An advanced analytics module helps identify trending issues and gaps in your help content, allowing you to resolve them proactively.
• Seamless Integrations: One-click integrations with popular service desks and CX platforms to supercharge your existing technology stack.
• SmartCompose: An AI assistant for agents that suggests the best responses, helping them reply faster and more consistently.

Use Cases for Cohere

Cohere is trusted by fast-growing companies across various industries to handle diverse support needs:

• Technical Support & Troubleshooting: Companies like Canix use Cohere to visually diagnose and resolve technical problems, increasing first-contact resolutions by 47%.
• User Onboarding: Guide new users through product setup and key features in real-time, as if you're sitting next to them, dramatically reducing friction and improving activation rates.
• Self-Serve Resolution: Companies like Loom and Rippling leverage Cohere to boost their self-serve resolution rates by over 50%, deflecting common questions from live agents.
• In-App Support Automation: Ramp automated over 60% of its in-app support inquiries, achieving a 5x ROI in the first year.
• Sales & Demos: Sales teams can use cobrowsing to deliver more personalized and interactive product demos, guiding prospects through the platform and closing deals faster.

Advantages of Cohere

Cohere provides a significant competitive advantage by enabling a superior customer experience. Key benefits include:

• Increased Efficiency: Drastically reduce ticket resolution times and scale support operations without a proportional increase in headcount.
• Improved Customer Satisfaction: Provide faster, more accurate, and personalized support 24/7, leading to happier and more loyal customers.
• Enhanced Agent Productivity: Equip agents with powerful tools like cobrowsing and AI-suggested replies, allowing them to handle more complex issues and feel more effective.
• Rapid ROI: With a quick setup and a dedicated success team, Cohere helps businesses prove a return on investment within days.
• Security-First Approach: Built with enterprise-grade security, including SOC 2 Type II compliance and automatic redaction of sensitive data, ensuring customer privacy.

Pricing and Plans

Cohere offers a flexible pricing structure to suit businesses of all sizes. While specific pricing details require a demo, the model includes:

• Free Plan: A free plan is available, allowing teams to get started and experience the core features without a credit card.
• Custom/Enterprise Plans: For larger teams and businesses with advanced needs, Cohere offers custom plans. These plans are tailored to specific use cases and scale. Interested parties are encouraged to book a demo with the sales team to get a personalized quote.