{"slug":"how-coreweave-used-cohere-north-to-transform-its-customer-support-in-90-days","url":"https://findausecase.com/use-cases/how-coreweave-used-cohere-north-to-transform-its-customer-support-in-90-days","title":"How CoreWeave used Cohere North to transform its customer support in 90 days","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.","company":"CoreWeave","industry":"Technology & Software","country":"United States","aiCapabilities":["Agentic AI","Retrieval-Augmented Generation"],"businessFunctions":["Customer Service & Support"],"technology":["Cohere North","Slack","Jira"],"deployment":"On-Premise","problemStatement":"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.","solutionApproach":"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.","businessValue":"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.","evidence":{"band":"high"},"sourceUrl":"https://cohere.com/customer-stories/coreweave","dates":{"publishedAt":"2026-09-28T05:45:45.083Z","publishedAtSource":"pipeline","updatedAt":"2026-09-28T05:45:45.083Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/how-coreweave-used-cohere-north-to-transform-its-customer-support-in-90-days. Bulk republication requires permission."}