cohere
Cohere uses help-center content and approved past support answers to automate customer support and guide customers through resolutions. CX teams use it to increase self-service and reduce repetitive ticket work across support channels.
Who it's for
- Customer experience teams handling recurring customer questions who want to automate answers using help-center content and past conversations.
- Support operations teams looking to connect automation to an existing service desk and deliver support across chat, email, or SMS.
- CX teams at consumer software or B2B companies seeking analytics on customer trends and gaps in support content.
How it fits your workflow
A team shares its help-center link to create a custom bot, then tests it by asking questions as a customer would. Cohere also uses support articles and past conversations to generate personalized answers and resolutions.
The product can reply to repeated questions using answers extracted from agent responses after human approval, guide customers through steps, and support interactions across chat, email, SMS, and other channels. Teams can connect it with the service desk they already use.
Pricing
The vendor doesn't publish prices. Check with cohere directly.
Prices checked on Oct 10, 2026 from the vendor's site. They can change; confirm before you buy.
Key features
- AI ticket automation
- Provides personalized answers across support channels and is described as capable of automatically resolving up to 60% of tickets.
- Guided resolutions and actions
- Guides customers through resolutions step by step and can perform actions on their behalf.
- Answers grounded in support resources
- Turns support articles and past conversations into answers and resolutions. The site says answers can be extracted from agent responses after human approval.
- Learning from resolved tickets
- Uses approved answers from previous agent responses to automatically reply when the same question is asked again.
- Customer trend analytics
- Cardina analytics are described as helping teams identify potential issues and gaps in support content.
- Flowgen AI
- The site says its dedicated success team works with customers to implement and optimize personalized flows with Cohere’s Flowgen AI.
Alternatives to consider
-
CoSupport AI
Choose it if you want a customer-support automation platform that explicitly covers chat, email, and voice and offers a no-cost 30-day pilot.
-
ify
Choose it if you want a platform that explicitly combines ticket capture, classification, escalation, and a self-updating knowledge base with native ticket history.
-
Crisp
Choose it if you want an AI support platform that also includes a shared inbox, chat widget, CRM, knowledge base, and automations.
Getting started
- Share a help-center link to create a custom bot.
- Test the bot by asking questions as a customer would.
- Book a demo to discuss service-desk connection and implementation of personalized flows.