Case Study: Ramp achieves 60%+ self-service support outcomes with Cohere

Ramp automates 60%+ of in-app support inquiries with Cohere

Ramp, a fast-growing finance automation platform, faced the challenge of scaling its customer support to handle a 7x increase in its customer base. Their existing solutions were slow to implement and could not automate complex customer inquiries, putting strain on their support team. They turned to the vendor Cohere for a support automation solution that could quickly integrate and leverage their existing help content without requiring manual training.

By implementing Cohere's platform, Ramp was able to automatically resolve a wide range of complex, in-app support inquiries using only its pre-existing knowledge base. The solution was fully operational in just two weeks and achieved a self-service rate of over 60%. This automation saved the support team more than 10 hours per week and is projected to deliver a 5x return on investment in the first year, allowing agents to focus on more critical cases.

Ramp