Cotera is an AI-powered customer experience (CX) platform designed to help businesses transform unstructured customer feedback into actionable insights. It serves CX, support, product, and marketing teams by automating quality assurance (QA), analyzing voice-of-customer (VoC) data, and streamlining workflows.

How Cotera’s Different

Context is king. In people we call it tacit knowledge or experience. In AI, people talk about putting enough context in the prompt. But how can you put robust business & customer context into a single prompt? Most products can’t.

Cotera sits on top of your database so it has full customer & business context. Our agents understand not just the ‘what’ but the ‘why’ as well. (And don’t worry, the data is in your instance, so you always own & control the data.)

Who It Serves

Cotera is tailored for businesses that manage customer interactions across various channels, including chat, tickets, reviews, and calls. It is particularly beneficial for companies aiming to enhance customer retention and revenue growth. Notable clients include Peloton, Coterie, Tonies, and FCP Euro.

What It Does

● Automated QA: Cotera reviews 100% of customer interactions, providing comprehensive quality assessments without the need for extensive manual effort.

● VoC Analysis: It aggregates feedback from multiple sources to identify customer sentiments, complaints, and opportunities.

● Real-Time Alerts: The platform notifies teams of critical issues as they arise, enabling prompt responses.

● AI Copilot: Users can interact with an AI assistant to analyze data and understand customer feedback at scale.

● Workflow Automation: With over 1,900 integrations, Cotera connects tools like Zendesk, Salesforce, and Slack to automate tasks and disseminate insights across teams. If you can explain it, we can automate it

Results

● CX teams have reduced QA workloads by up to 90%, all while gaining real-time visibility into customer experiences, leading to improved satisfaction and operational efficiency.

● CX teams have seen average imperfections per ticket drop 27% even as business growth drove total ticket volume up by more than 30%

● Marketing teams have seen Cotera’s recommendations & segmentation drive 6x the revenue compared to using Shopify & Klaviyo’s recommendations

● Growth teams have partnered with their CX counterparts to leverage VoC insights and apply them across the customer journey