In today’s fast-paced business environment, organizations need to ensure that their systems are running smoothly and efficiently. One of the key factors in achieving this is through exceptional customer support. Here at Cohesity, a leading provider of data management solutions, we’ve taken a significant step in revolutionizing customer support with our AI-driven Support Experience powered by Cohesity Turing. This innovative support experience is designed to help customers reduce their time to action by capturing the entire knowledge base of Cohesity SREs (Site Reliability Engineers) into a chat experience.
Using AI to improve customer time to resolution
The AI-driven Support Experience has already made a significant impact on customer support by reducing overall customer time to resolution by up to 40%, and this trend continues to move downwards.
By providing customers with intelligent AI agents through a chat-like experience, the agents act as an AI-powered SRE or support technician to perform all the research and remediation recommendations for not only common issues that tend to arise in day-to-day workflows, but also identify novel issues and remediate without the need to engage a support technician.
Enabling continuous learning and improvement
Cohesity’s AI agents are designed to act as virtual SREs, providing customers with instant access to expert knowledge and guidance. These AI agents are capable of diagnosing and resolving a wide range of issues, from routine troubleshooting to more complex problems. By using the power of Natural Language Processing (NLP) and Large Language Models (LLMs), these agents can quickly and accurately identify the root cause of an issue and provide the necessary steps to resolve it.
These models leverage retrieval augmented generation (RAG) which activates the ever-growing and changing knowledge base repositories and issue resolution systems to help drive just-in-time knowledge transfer to the AI models. 
This ensures that the customers are always receiving the most up-to-date information on their issue resolution.
One of the key features of using RAG with Cohesity’s AI-driven Support Experience is its ability to continuously learn and improve. The Cohesity SRE organization benefits from this technology by allowing them to focus their time on more complex issues and deep technical documentation. These write-ups and learnings are fed back into the AI agent stream workflows, enabling continuous learning and improvement of the AI-driven Support Experience.
A win-win for customers and Cohesity
This AI-powered support allows users to access expert guidance without engaging a support technician, saving time and resources while empowering them to self-serve. Meanwhile, Cohesity benefits from this innovative approach by automating routine support tasks, enabling SREs to focus on more complex issues and optimizing their support team’s efficiency. The continuous learning and improvement of this AI-driven Support Experience also ensures that Cohesity remains at the cutting edge of customer support innovation.
“We expect constant innovation and great support from a strategic partner, which is why we chose Cohesity,” said Stephen Pyott, Chief Revenue Officer, Stage2Data. “The addition of AI-powered support is another example of Cohesity working to stay ahead of our needs and help us meet the evolving data security and management requirements of our business.”
“Cohesity’s platform has been fantastic to roll out at Rackspace Technology. Their stellar partnership and excellent software was a key deciding factor in leveraging their technology,” said Bryan Litchford, Vice President Rackspace Technology Private Cloud. “We are excited to see the continued investment and innovation in Ransomware, their AI-enabled support capabilities, and multi-cloud approach to backup and data protection.”
Continuing our innovative approach to customer support
Our AI-driven Support Experience powered by Cohesity Turing is revolutionizing the way customer support is delivered. By providing customers with intelligent AI agents that act as virtual SREs, Cohesity is able to reduce time to resolution, improve system performance, and empower customers to resolve issues more efficiently. This innovative approach to customer support is a testament to Cohesity’s commitment to delivering exceptional customer experiences and staying ahead of the curve in the ever-evolving world of technology.
