About
Cohere is an AI-driven customer support automation platform built for fast-growing CX teams. It enables businesses to automatically resolve up to 60% of support tickets by training a custom bot on existing help center content and historical agent responses. Unlike keyword-based automation, Cohere leverages large language models and retrieval-augmented generation to truly understand customer questions and provide contextually accurate answers. The platform offers a suite of tools including Answers (AI-generated responses), SmartRoute (intelligent ticket routing), Cobrowse (no-download visual co-browsing for live support), SmartCompose (agent assist for faster replies), and Insights (analytics for identifying content gaps and trends). Its Flowgen AI capability generates personalized resolution flows automatically, helping agents and bots walk customers through solutions step-by-step or even perform actions on their behalf. Cohere integrates seamlessly with existing service desks and CX stacks in a single click, and its dedicated success team ensures customers are live and generating ROI in days. Proven results include Ramp automating 60% of tickets with a 5x ROI, Loom doubling self-serve resolutions to 51%, and Rippling increasing deflection by 50%. It is ideal for consumer software companies, complex B2B SaaS products, and any enterprise looking to improve CX efficiency without growing support headcount.
Key Features
- Automated Ticket Resolution: Uses large language models to automatically resolve up to 60% of incoming support tickets with accurate, personalized answers across all channels.
- Instant Bot Training from Help Center: Share your help center URL and Cohere spins up a custom support bot in minutes, trained on your existing documentation and past agent responses.
- Cobrowsing for Live Support: Agents can visually guide customers through resolutions in real time via no-download cobrowsing over phone or live chat.
- Flowgen AI & SmartRoute: Automatically generates personalized resolution flows and intelligently routes tickets to the right team or automation path.
- Insights & Analytics: Identifies customer trends, content gaps, and automation opportunities so teams can proactively improve their support operations.
Use Cases
- Automating repetitive tier-1 customer support tickets to free up human agents for complex issues
- Deflecting inbound support volume by providing instant, self-serve answers via an AI chat widget on web and mobile
- Visually guiding customers through product setup or troubleshooting steps using cobrowsing during live support calls
- Training a support bot on historical tickets and help center articles to launch AI support within days
- Identifying recurring customer pain points and knowledge gaps using analytics to proactively improve support content
Pros
- Fast Time-to-Value: Customers typically go live in days and begin seeing measurable deflection and ROI almost immediately with minimal setup effort.
- Genuinely Intelligent Automation: LLM-based understanding means the bot gives accurate answers rather than sending irrelevant canned responses like legacy keyword-based tools.
- Self-Improving Over Time: Cohere learns from human-approved agent responses to continuously expand its knowledge base, making automation smarter with every resolved ticket.
- Seamless CX Stack Integration: Connects with existing service desks in one click, extending the tools agents already use rather than replacing them.
Cons
- Pricing Not Transparent: Cohere requires a demo to get pricing information, making it difficult to evaluate cost fit without a sales conversation.
- Best Suited for Scale: The ROI is most compelling for teams with high ticket volumes; smaller or early-stage teams may not see the same returns.
- Dependent on Existing Knowledge Quality: Bot accuracy is tied to the quality and completeness of your help center content and past ticket data.
Frequently Asked Questions
How does Cohere train its support bot?
You simply share your help center URL and Cohere automatically ingests the content to build a custom AI bot. It also learns from past agent responses (after human approval) to continuously improve its accuracy.
What channels does Cohere support?
Cohere supports chat, email, SMS, and web/mobile in-app support, enabling consistent AI-powered responses across all customer touchpoints.
Does Cohere integrate with existing helpdesk tools?
Yes, Cohere integrates with most major service desks in a single click, augmenting the platforms your agents already use rather than requiring a full migration.
What is cobrowsing and how does it work in Cohere?
Cobrowsing lets support agents see and interact with a customer's browser screen in real time to visually guide them through a resolution—no download or plugin needed from the customer.
How quickly can my team go live with Cohere?
Most teams go live within days. Cohere provides a dedicated success team that helps identify automation opportunities, configure flows with Flowgen AI, and measure ROI from day one.
