Cohere

Cobrowsing for Customer Support by Cohere.io is an AI-powered assist tool designed to scale support without increasing headcount. It enables CX teams to resolve tickets faster by letting agents and customers share context in real time, while Cohere’s AI automates and augments responses across channels. The platform emphasizes quick setup, integration with existing support resources, and data-driven insights to continuously improve service quality.

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How it works

1. Connect your help center or knowledge base and deploy a custom bot by sharing your help center link.
2. Agents and customers co-browse with context, while the AI understands language to generate accurate, personalized answers rather than relying on keyword matching.
3. Transform existing support articles and past conversations into actionable, guided responses with a single click. The AI can also perform actions on behalf of the user when appropriate.

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Key Benefits

• Automate up to 60% of tickets, reducing handling time and costs while improving agent productivity.
• Provide instant, personalized answers across any channel (web, mobile, chat, email, SMS).
• Move beyond keyword-based automation to language understanding for more accurate resolutions.
• Identify trends and content gaps with advanced analytics to improve knowledge bases and support flows.
• Continually improve through automation that references past agent responses, ensuring consistent and correct answers over time.

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Why Cohere Assist for CX Teams

• Seamless integration with your existing support stack and service desk.
• Turn support articles and prior conversations into ready-to-use, personalized replies in a click.
• Actions on behalf of users to guide resolution steps, not just generic responses.
• Proven outcomes with industry-leading results across consumer software and complex B2B products.
• Dedicated success and onboarding support to accelerate time-to-value.

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Use Cases

• Instant, on-brand responses to common customer questions.
• Guided resolution flows that walk customers step-by-step through fixes.
• Self-serve assistance that reduces live-agent touchpoints.
• Analytics-driven optimization to close knowledge gaps and improve deflection.

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Safety and Compliance

• Leverages human approval to ensure accuracy before automating responses where needed.
• Works within your security policies and existing data governance practices.

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Core Features

• Cobrowse-enabled collaboration between customers and agents for real-time context sharing
• Auto-generation of personalized answers from knowledge bases and past conversations
• Language understanding-based automation for accurate resolutions across channels
• One-click transformation of articles and conversations into AI-ready responses
• Actionable analytics to identify content gaps and track automation ROI
• Seamless integration with existing help centers, tickets, and service desks
• Scalable automation that grows with your support needs