Case Study: OpenPhone achieves 54%+ self-serve rates and 4X ROI with Cohere

OpenPhone achieves 54%+ self-serve rates with Cohere

Openphone, a business communication platform processing millions of calls and messages monthly, faced a challenge managing its large and varied influx of customer queries. This was taxing its support team and threatening customer satisfaction as the company scaled. To overcome this, Openphone partnered with vendor Cohere to implement an automated support solution.

Using Cohere's platform, Openphone was able to automatically answer tickets and provide smart insights. This solution achieved a remarkable 54%+ self-service rate for customer inquiries, projected to save six figures in the first year. The implementation also delivered a 4-fold return on investment for Openphone while allowing its support team to focus on higher-priority customers.

Openphone