Case Study: How CoreWeave used Cohere North to transform customer support in 90 days
Key results
The challenge
CoreWeave, a cloud infrastructure provider for AI workloads, relied on a support workflow its team described as clunky and slow. Routing tickets to the right engineers involved multiple third-party tools and manual steps, adding friction for customer support engineers.
The solution
CoreWeave embedded Cohere's North agentic AI platform directly into its Slack-based workflows to automate triage, context gathering, and issue routing. Cohere's solutions architects worked with CoreWeave over an initial two-day on-site to map the end-to-end process, and the system reached production within 90 days.
“Every interaction has to protect their time and keep their systems running”
JMJohn MancusoVP of Customer Experience, CoreWeave
The results, in context
Within a few months of deployment, CoreWeave reported that mean time to resolution fell from 4-8 days to 2-5 days on average, and customer satisfaction scores of 4.9-5.0 continued for the vast majority of tickets. Change management and internal training were completed within a single business week.