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Title
How CoreWeave used Cohere North to transform its customer support in 90 days
…cs Discord LLM University Connect Partners Events Webinars Merch Store Featured How CoreWeave used Cohere North to transform its customer support in 90 days Blog The latest news, launches, and insights Read more Cohere and Aleph Alpha s…
Description
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.
…used Cohere North to transform its customer support in 90 days Customer stories A cloud computing company that provides high-performance compute infrastructure for AI workloads. Industry Technology Category Customer Products North Share AI isn’t a shortcut.…
…North directly into their preferred support system: Slack. Privacy and control: Because North would be privately deployed inside CoreWeave’s own data centers, sensitive customer data never leaves their security perimeter – a contrast to publicly hosted AI models, where data is less secure. This enables CoreWeave to address compliance requirements and retain control ov…
…r, thanks to better intake data, more detailed context, and fewer manual steps. On average, CoreWeave’s resolution time decreased from 4-8 days to 2-5 days due to improved internal procedures coupled with North automation. 4.9 - 5.0 customer satisfaction (CSAT) scores: These scores continued for the v…
…to 2-5 days due to improved internal procedures coupled with North automation. 4.9 - 5.0 customer satisfaction (CSAT) scores: These scores continued for the vast majority of customer support tickets after the first few months of deploying North. Increase in routing accuracy: This measurement indicates that more customers ar…
Company
CoreWeave
…So far, though, only a few organizations have turned that vision into reality. CoreWeave , a global AI cloud leader based in the US, is acutely aware that solving customers’ problems fast is fundamental to succe…
Country
United States
…So far, though, only a few organizations have turned that vision into reality. CoreWeave , a global AI cloud leader based in the US, is acutely aware that solving customers’ problems fast is fundamental to succe…
Industry
Technology & Software
…company that provides high-performance compute infrastructure for AI workloads. Industry Technology Category Customer Products North Share AI isn’t a shortcut. It’s how business g…
Problem
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.
…nning” John Mancuso, VP of Customer Experience, CoreWeave The initial 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 amount of manual steps taken by customer support engineers (CSEs) to route issues to other engineering teams. "There were too many barriers," says Ivy DeWitt, Senior Manager of Customer Sup…
…ny barriers," says Ivy DeWitt, Senior Manager of Customer Support Engineering. "It was clunky and slow — the opposite of what we wanted." To ensure that it stayed true to its motto, CoreWeave needed a more efficient…
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.
…ness software, workflows, and automations. For CoreWeave, that meant they could embed North directly into their preferred support system: Slack. Privacy and control: Because North would be privately deployed inside CoreWeav…
…ia Slack from a CoreWeave customer. CSEs trigger the North triage bot in Slack. North collects and pre-populates key customer context, such as region, cluster, and other customer-specific information from CoreWeave's backend record-keeping systems. A CSE quickly reviews the ticketing information for accuracy, adds any missing…
…ing information for accuracy, adds any missing nuance, and confirms the ticket. A separate internal automation creates a Jira issue, and from there, the swarming channel is opened, and CoreWeave’s automations pull in any relevant Engineering teams based on North's recommendations. The opening of the swarming channel triggers a separate North resolution agent,…
…s pull in any relevant Engineering teams based on North's recommendations. The opening of the swarming channel triggers a separate North resolution agent, which pulls in CoreWeave's documentation and historical post-ticket-reviews to provide the best possible resolution. The overall result: a more unified, streamlined workflow that enables CoreWeave…
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.
…r, thanks to better intake data, more detailed context, and fewer manual steps. On average, CoreWeave’s resolution time decreased from 4-8 days to 2-5 days due to improved internal procedures coupled with North automation. 4.9 - 5.0 customer satisfaction (CSAT) scores: These scores continued for the v…
…to 2-5 days due to improved internal procedures coupled with North automation. 4.9 - 5.0 customer satisfaction (CSAT) scores: These scores continued for the vast majority of customer support tickets after the first few months of deploying North. Increase in routing accuracy: This measurement indicates that more customers ar…
…rity of customer support tickets after the first few months of deploying North. Increase in routing accuracy: This measurement indicates that more customers are being connected to the right resource. Beyond the raw numbers, the CoreWeave team has anecdotally noticed that support…
…the CoreWeave team has anecdotally noticed that support quality has improved as the engineers can now devote more time to solving problems rather than gathering information and switching between systems. The team says that the minor frustrations with support quality that customers…
AI capabilities
Agentic AI, Retrieval-Augmented Generation
…pert service to customers at scale. A 90-day transformation in customer support CoreWeave turned to Cohere and North, our agentic AI platform . Working with Cohere’s solutions architects, CoreWeave revamped its customer sup…
…s pull in any relevant Engineering teams based on North's recommendations. The opening of the swarming channel triggers a separate North resolution agent, which pulls in CoreWeave's documentation and historical post-ticket-reviews to provide the best possible resolution. The overall result: a more unified, streamlined workflow that enables CoreWeave…
Business functions
Customer Service & Support
…cs Discord LLM University Connect Partners Events Webinars Merch Store Featured How CoreWeave used Cohere North to transform its customer support in 90 days Blog The latest news, launches, and insights Read more Cohere and Aleph Alpha s…
Technology
Cohere North, Slack, Jira
…ness software, workflows, and automations. For CoreWeave, that meant they could embed North directly into their preferred support system: Slack. Privacy and control: Because North would be privately deployed inside CoreWeav…
…ing information for accuracy, adds any missing nuance, and confirms the ticket. A separate internal automation creates a Jira issue, and from there, the swarming channel is opened, and CoreWeave’s automations pu…
Deployment model
On-premises (private deployment in CoreWeave's own data centers)
…North directly into their preferred support system: Slack. Privacy and control: Because North would be privately deployed inside CoreWeave’s own data centers, sensitive customer data never leaves their security perimeter – a contrast to publicly hosted AI models, where data is less secure. This enab…
Deployment options
On-premise
…North directly into their preferred support system: Slack. Privacy and control: Because North would be privately deployed inside CoreWeave’s own data centers, sensitive customer data never leaves their security perimeter – a contrast to publicly hosted AI models, where data is less secure. This enab…
Headline outcome
…r, thanks to better intake data, more detailed context, and fewer manual steps. On average, CoreWeave’s resolution time decreased from 4-8 days to 2-5 days due to improved internal procedures coupled with North automation. 4.9 - 5.0 customer satisfaction (CSAT) scores: These scores continued for the v…
Use case type
Workflow automation
…ing information for accuracy, adds any missing nuance, and confirms the ticket. A separate internal automation creates a Jira issue, and from there, the swarming channel is opened, and CoreWeave’s automations pull in any relevant Engineering teams based on North's recommendations. The opening of the swarming channel triggers a separate North resolution agent,…
