What is Cohere?

Cohere is an advanced customer experience (CX) automation platform designed to help customer service teams manage and resolve customer inquiries more efficiently. By leveraging cutting-edge artificial intelligence (AI) technology, Cohere enables businesses to automate ticket resolutions, enhance customer interactions, and improve overall service performance. The platform is particularly beneficial for high-growth organizations looking to scale their customer support operations without proportionally increasing their workforce. Cohere's AI capabilities allow it to understand natural language, provide personalized answers, and learn from previous interactions, making it a powerful tool for modern customer service teams.

Features

Cohere comes packed with a variety of features aimed at enhancing customer support efficiency and effectiveness. Here are the key features that set Cohere apart:

1. Automation for Fast-Growing Teams

• Ticket Resolution Automation: Cohere can automatically resolve up to 60% of customer tickets, significantly reducing the workload on human agents.
• Multi-Channel Support: The platform provides instant, personalized responses across various channels, including chat, email, SMS, and more.

2. Intelligent Knowledge Extraction

• Understanding Language: Unlike traditional keyword-based systems, Cohere utilizes AI that comprehends natural language, ensuring accurate and relevant responses.
• Generative AI: The platform extracts knowledge from previously solved tickets, allowing it to provide accurate answers to recurring questions.

3. Personalized Customer Guidance

• Step-by-Step Resolutions: Cohere guides users through the resolution process, offering detailed instructions and performing actions on their behalf when necessary.
• Integration with Existing Resources: It can instantly convert existing support articles and past conversations into personalized answers, streamlining the resolution process.

4. Advanced Analytics

• Customer Trend Analysis: Cohere's analytics capabilities help identify potential issues and content gaps, enabling proactive resolution and continuous improvement.
• Performance Metrics: The platform offers insights into self-service rates, ticket deflection, and overall ROI, allowing organizations to measure the impact of their customer support efforts.

5. Continuous Learning and Improvement

• Smart Automation: Cohere learns from past interactions, ensuring that it becomes smarter over time and provides increasingly accurate responses.
• Human Approval Process: Answers extracted from agent responses undergo a human approval process, ensuring quality control and accuracy.

6. Quick Integration

• Service Desk Compatibility: Cohere can be easily integrated with existing service desks and CX tools, enhancing the capabilities of the platforms already in use.
• Rapid Deployment: Organizations can go live with Cohere in a matter of days, allowing for quick implementation and immediate benefits.

7. Dedicated Success Team

• Ongoing Support: Cohere offers a dedicated success team that works with clients to identify opportunities for automation, optimize workflows, and measure ROI.
• Proven Results: The platform has demonstrated a strong track record of success, with clients achieving significant improvements in self-serve resolutions and overall efficiency.

Use Cases

Cohere is versatile and can be applied across various industries and customer service scenarios. Here are some of the most prominent use cases for Cohere:

1. Consumer Software

• Self-Service Support: Companies in the consumer software sector can utilize Cohere to automate a significant portion of customer inquiries, allowing users to find answers independently and reducing the burden on support teams.

2. B2B Products

• Complex Issue Resolution: For organizations offering complex B2B products, Cohere can help guide users through intricate troubleshooting processes, ensuring they receive the necessary support without overwhelming human agents.

3. E-Commerce

• Order Inquiries: E-commerce businesses can leverage Cohere to handle common order-related inquiries, such as tracking shipments, processing returns, and answering product questions, enhancing the overall shopping experience.

4. Telecommunications

• Account Management: Telecommunications companies can use Cohere to assist customers with account management tasks, such as billing inquiries, service changes, and technical support, improving customer satisfaction and loyalty.

5. Financial Services

• Customer Account Support: Financial institutions can employ Cohere to automate responses to common inquiries regarding account balances, transactions, and service features, ensuring customers receive timely assistance.

6. SaaS Companies

• Onboarding Assistance: SaaS companies can use Cohere to provide onboarding support, guiding new users through the setup process and addressing common questions, leading to a smoother user experience.

Pricing

Cohere's pricing model is designed to provide flexibility based on the specific needs and scale of each organization. While detailed pricing information is typically customized based on factors such as the size of the company, the volume of tickets, and the desired features, potential customers can expect a subscription-based model that reflects the value delivered through automation and enhanced customer support capabilities.

Organizations interested in Cohere can reach out for a personalized quote, which will take into account their unique requirements and expected ROI from implementing the platform.

Comparison with Other Tools

Cohere stands out in the customer support automation landscape due to its unique combination of features and capabilities. Here’s how it compares to other popular customer support tools:

1. Traditional Ticketing Systems

• Limitations: Traditional ticketing systems often rely heavily on human agents for responses and lack intelligent automation capabilities.
• Cohere Advantage: Cohere automates up to 60% of ticket resolutions, allowing human agents to focus on more complex inquiries and improving overall efficiency.

2. Chatbots

• Keyword-Based Responses: Many chatbots operate on keyword recognition, leading to inaccurate or irrelevant answers.
• Cohere Advantage: Cohere uses advanced AI that understands natural language, ensuring customers receive accurate and personalized responses.

3. Knowledge Base Solutions

• Static Information: Knowledge base tools often provide static information that may not be tailored to individual customer inquiries.
• Cohere Advantage: Cohere dynamically generates responses based on past interactions and existing resources, providing personalized solutions rather than generic answers.

4. AI-Powered Support Platforms

• Variable Quality: While some AI platforms offer advanced capabilities, they may lack the human approval process that ensures quality control.
• Cohere Advantage: Cohere combines AI automation with a human oversight mechanism, guaranteeing that responses are accurate and reliable.

FAQ

Q1: How does Cohere handle complex customer inquiries?

Cohere is designed to guide users through complex issues step-by-step. It can break down intricate processes and provide personalized support, ensuring that customers receive the help they need.

Q2: Can Cohere integrate with my existing customer support tools?

Yes, Cohere can be easily integrated with a variety of existing service desks and customer support platforms, enhancing their capabilities and driving self-serve resolutions.

Q3: What kind of analytics does Cohere provide?

Cohere offers advanced analytics features that help organizations identify customer trends, measure self-service rates, track ticket deflection, and assess overall ROI from their customer support efforts.

Q4: How does Cohere ensure the accuracy of its responses?

Cohere uses generative AI to extract answers from previously resolved tickets, and all responses undergo a human approval process to ensure accuracy and quality control.

Q5: What industries can benefit from using Cohere?

Cohere is versatile and can be applied across various industries, including consumer software, B2B products, e-commerce, telecommunications, financial services, and SaaS companies.

Q6: How quickly can I implement Cohere in my organization?

Cohere is designed for rapid deployment, allowing organizations to go live within days and start reaping the benefits of automation and improved customer support efficiency.

In summary, Cohere is a powerful tool for customer experience teams, offering advanced automation, intelligent knowledge extraction, and personalized support capabilities. With its unique features and proven results, it stands out as a leading solution for organizations looking to enhance their customer support operations and drive efficiency in a competitive landscape.