Case Study: CoreWeave achieves faster customer support resolution with Cohere North

CoreWeave cuts support resolution time from 4-8 days to 2-5 days with Cohere

CoreWeave, a global AI cloud leader, faced challenges in its customer support system due to rapid growth. Their process involved manually toggling between multiple third-party tools like Slack, Freshdesk, and Jira, which was clunky, slow, and created barriers to their "Direct to Expert" support principle. To streamline operations and reduce manual steps for its engineers, CoreWeave turned to vendor Cohere and implemented its agentic AI platform, North.

Cohere's solution involved embedding the North platform directly into CoreWeave's existing Slack workflows via API. This provided automated triage, pre-populated key customer context, and offered resolution recommendations. The results were transformative, decreasing mean resolution times from 4-8 days to 2-5 days and maintaining high customer satisfaction scores of 4.9-5.0. Cohere's implementation also increased routing accuracy and created a more unified, efficient support system.

CoreWeave