AI Tools

Cohere: Bridging Customer Service and AI

Cohere is a potent AI-based tool designed to augment customer experience (CX) teams by delivering faster ticket resolution, reducing operational costs, and enhancing overall customer satisfaction. The platform uses advanced AI technology to understand language beyond mere keywords, automating solutions, providing personalized responses, and anticipating customer trends.

Core Features of Cohere

Automation for Fast-growing Customer Service Teams

Cohere’s key feature is its ability to automatically resolve up to 60% of customer tickets. The platform uses generative AI technology to extract information from previously resolved tickets, and after human approval, it automatically provides a response whenever a similar question is asked.

Cohere Assist: AI for Smart Suggestions

Cohere Assist works as an intelligent sidekick to boost agent productivity by providing AI-generated suggestions. This feature learns from the team’s previous responses to customer inquiries and generates ready-to-send replies in line with the brand’s style and tone.

Cohere Answers: Automated Responses for Repetitive Questions

Cohere Answers leverages existing content to automate responses to repetitive customer questions, aiming to resolve about 20-30% of support cases instantly. It helps eliminate repetitive tickets, underused help centers, and frustrating chatbots, thereby promoting self-serve results and a delightful chat experience for customers.

SmartRoute: Improved Ticket Routing

SmartRoute enhances handle times by automating the process of routing customer inquiries to the right personnel at the right time. It integrates seamlessly with your CRM’s existing routing setup, ensuring zero-training adoption and instant time savings.

Cobrowse: Visual Assistance for Customers

Cohere’s Cobrowse feature allows agents to view, draw on, and browse the customer’s screen to provide real-time assistance. This feature ensures efficient resolution of issues, reduction in handle times, and improved CSAT/NPS scores.

Real-world Applications

Cohere has wide-ranging applications in the realm of customer support, with benefits such as decreased handle times, improved first-contact resolutions, controlled access to sensitive customer data, and streamlined agent-customer interactions.

Pricing

Cohere’s pricing structure is not publicly listed, but interested parties can contact the Cohere team for specific pricing details or book a demo for a closer look at its features and benefits.

Limitations and Concerns

As with any AI-based tool, Cohere has its limitations. While it can dramatically improve efficiency, it might not fully understand the complexity and nuances of every customer interaction, which can potentially lead to miscommunication or misunderstandings.

Potential Future Developments

Looking ahead, Cohere may continue to refine its AI models for enhanced understanding and automation. Additional features such as language translation, sentiment analysis, and deeper integrations with popular CRM and help desk tools might be considered to extend its capabilities further.

Final Thoughts

Cohere is a compelling tool that seamlessly blends AI with customer service. Its features are designed to boost efficiency, automate repetitive tasks, and ultimately improve customer satisfaction. As such, it offers a promising solution for organizations looking to scale their customer support without adding extra headcount.

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