How CoreWeave used Cohere North to transform its customer support in 90 days
CoreWeave, a cloud computing company providing infrastructure for AI workloads, embedded Cohere's North agentic AI platform directly into its Slack-based support workflows, privately deployed inside its own data centers. North automates ticket triage, gathers customer context, and recommends resolutions. Within a few months, CoreWeave's mean time to resolution dropped from 4-8 days to 2-5 days, customer satisfaction scores reached 4.9-5.0, and routing accuracy improved, with the full transformation completed in 90 days.
Overview
CoreWeave, a cloud computing company providing infrastructure for AI workloads, embedded Cohere's North agentic AI platform directly into its Slack-based support workflows, privately deployed inside its own data centers. North automates ticket triage, gathers customer context, and recommends resolutions. Within a few months, CoreWeave's mean time to resolution dropped from 4-8 days to 2-5 days, customer satisfaction scores reached 4.9-5.0, and routing accuracy improved, with the full transformation completed in 90 days.
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Inspect the highlighted sourceThe challenge
Facing rapid growth in demand, CoreWeave wanted to streamline its support system by reducing the number of third-party tools, increasing automation, and reducing the manual steps customer support engineers took to route issues to other engineering teams; the existing process was clunky and slow.
The solution
CoreWeave worked with Cohere's solutions architects to embed Cohere's agentic AI platform, North, directly into its Slack-based support workflows, privately deployed inside CoreWeave's own data centers; a North triage bot collects and pre-populates customer context from CoreWeave's backend systems, an automation creates a Jira issue and opens a swarming channel pulling in the right engineering teams, and a North resolution agent then pulls in CoreWeave's documentation and historical post-ticket reviews to suggest a resolution.
Reported business value
CoreWeave's mean time to resolution decreased from 4-8 days to 2-5 days, customer satisfaction (CSAT) scores of 4.9-5.0 continued for the vast majority of tickets, routing accuracy increased, and support engineers could focus more on solving problems rather than gathering information and switching between systems.
Sources
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