Name: Generating and Understanding Natural Language with AI (Aidan Gomez, PhD)
Uploaded: 2021-07-07T16:56:55.000Z
Duration: 52 min 13 s
Description: Generating and Understanding Natural Language with AI (Aidan Gomez, PhD)

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### Session Management and Replay
While some users appreciate Cohere's session management and replay features for their assistance in customer issue resolution and product research, others have raised concerns about the lack of session search functionality, glitches during session replays, and the limited capabilities of the free version. The ability to track viewed sessions and filter replays by specific criteria are highlighted as areas for improvement by users.

### Screen Sharing and Remote Control
Users generally find Cohere's screen sharing and remote control capabilities to be a valuable tool for facilitating real-time collaboration and troubleshooting with customers. While some users appreciate the ease of access and quick problem-solving enabled by screen sharing, others express concerns about occasional technical glitches and delays that impact the overall experience. Despite mixed feedback on certain aspects like speed and compatibility, the consensus leans towards acknowledging the utility of Cohere's screen sharing and remote control features in enhancing communication and resolving issues efficiently.

### Productivity and Efficiency Enhancements
Users unanimously agree that Cohere's productivity and efficiency enhancements are key factors in their positive experiences with the platform. The general consensus is that Cohere's productivity features have significantly boosted efficiency and streamlined processes for users. While some reviewers express a desire for additional functionalities like heatmapping and advanced analytics, the overall sentiment remains positive towards the platform's ability to enhance productivity and save time. Users appreciate how Cohere helps them solve day-to-day issues efficiently and effectively, ultimately leading to improved workflows and increased productivity.

### User Interface and Experience
Users have expressed a range of opinions regarding Cohere's user interface and experience. While some find the UI intuitive and easy to use, others have highlighted areas for improvement, such as the need for better UX design and a self-help repository for dashboard navigation. The integration with other tools like Sentry and the presence of convenient keyboard shortcuts have been praised, but issues like janky screens during session replays and delays in live session tracking have been noted as areas of concern.

### Customer Onboarding and Training
Users consistently praise Cohere's customer onboarding and training features for streamlining support processes and enhancing the overall customer experience. The platform's ability to simplify the onboarding process and provide easy access to customers' screens has been highlighted as a significant advantage. Customers appreciate the efficiency and effectiveness of Cohere's onboarding and training functionalities, noting that it has helped them resolve issues quickly and improve their understanding of the product. The consensus among users is that Cohere's customer onboarding and training capabilities play a vital role in enhancing customer satisfaction and reducing churn rates.

### Real-Time Customer Support
Users consistently praise Cohere for its real-time customer support capabilities. The ability to address customer service requests promptly and efficiently through live sessions and real-time interactions has garnered positive feedback. Customers appreciate the ease of resolving issues in real time, enhancing their overall experience with the product. Additionally, the cost-effectiveness of Cohere compared to other similar platforms adds to its appeal among users seeking reliable real-time support solutions.

### Customer Issue Resolution
Users consistently praise Cohere for its efficient customer issue resolution capabilities. The platform's ability to quickly identify and address customer concerns has been a standout feature for many users. Reviewers highlight that Cohere's customer issue resolution functionality has significantly improved their support processes, enabling them to resolve tickets promptly and provide effective assistance during onboarding and training sessions. The tool's capacity to facilitate clear communication and streamline issue resolution has garnered positive feedback from users across various support scenarios.

Cohere has proven to be a valuable tool for improving customer support and resolving issues efficiently. Users have found that the reach-out feature of Cohere allows them to call visitors when they land on their website, enhancing their ability to assist customers in real-time. This increased contact with clients and improved understanding of their issues has led to rapid conflict resolution. 

Cohere's secure screen sharing feature has been praised by customers, especially those with offshore teams. It enables them to share screens with customers while blocking out sensitive information, ensuring privacy and security. Additionally, the intuitive UI and easy setup of Cohere make it convenient for users to seamlessly share screens with customers, promoting better product understanding and customer support. 

The dashboard provided by Cohere is another useful feature, empowering team members with the necessary information to answer tickets, communicate with colleagues, and ask customers questions. This helps identify weaknesses in their answering services and contributes to continuous improvement in customer support. Furthermore, Cohere's built-in analytics dashboard assists users in solving day-to-day support and technical issues faced by their customers.

Apart from its role in customer support, Cohere serves as a valuable platform for developers. It acts as a baseline platform that bridges understandings between developers, resulting in increased productivity and the ability to complete more projects. Users appreciate the simplification of complex languages and improved functionality provided by Cohere, making their work more manageable.

Cohere also finds application in observing user behavior and product flow, assisting customers experiencing issues. The session replay feature proves helpful in uncovering bugs, gathering new product ideas, analyzing customer behavior, and supporting customer service tickets. Although some users have encountered minor UX issues related to tracking watched sessions, overall feedback on the usefulness of this feature is positive.

Customers have reported solving numerous problems related to customer service and product research using Cohere. The ability to avoid setting up additional calls or explaining product issues over the phone has proven beneficial for customer service. Moreover, Cohere's usage in onboarding, training calls, and support requests significantly improves customers' learning experience, product usage, and reduces churn.

By providing real-time assistance when needed, Cohere helps users review and pinpoint issues faced by their users. This enables them to identify and fix issues on user portals and detect errors in their software application, enhancing their understanding of user interactions. Overall, Cohere has become an indispensable tool for improving customer support and streamlining various processes across different teams.

Calling Feature: Users find the calling feature of Cohere to be highly beneficial, allowing them to easily contact visitors on their website and connect with them. Several reviewers have mentioned that this feature has helped them reach out to potential leads regardless of lead quality.

Text Summarization: The text summarization feature in Cohere is praised by users for its ability to quickly provide them with the information they need. Many reviewers have stated that this feature has significantly improved their productivity by saving time and effort in obtaining relevant information.

Prompt Customer Attention: Users appreciate the prompt attention given by Cohere to clients' needs. Multiple reviewers have mentioned that their inquiries are addressed immediately, indicating a high level of customer service from the platform.

Inaccurate Text Classification: Several reviewers have expressed dissatisfaction with the text classification feature in Cohere, noting that it is not reliable and often produces incorrect results. They have found this to be a significant drawback when relying on the software for accurate analysis.

Internal Disorganization and Pricing Issues: Many users have voiced their frustration with the internal disorganization of the company behind Cohere. This includes difficulties in obtaining pricing information and the perception that the cost of using Cohere is higher compared to other solutions in the market. These concerns indicate a need for improved transparency and streamlined processes within the organization.

Limited Free Version and Hidden Integrations: A common complaint among reviewers is that the free version of Cohere has limitations. Users have reported restricted access to sessions and important integrations being inaccessible without payment. This restricts users from fully exploring or utilizing all features of Cohere without an additional financial commitment.

Cohere's language models helps businesses explore, generate, search for, and act upon information. Cohere can be used to power an enterprise chat agent that answers questions grounded in company knowledge, and that can take actions and drive processes. Or Cohere's multilingual embedding model enables semantic search, classification and sentiment analysis across 109 languages.

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Generating and Understanding Natural Language with AI (Aidan Gomez, PhD)

Synthetic Intelligence Forum is excited to convene a presentation about Natural Language Understanding and Generation with Dr. Aidan Gomez, co-founder of Cohere.

Title: Generating and Understanding Natural Language with AI

Abstract: Language is essential to humanity, but it can be difficult for computers to parse the syntax, semantics, and context that all work together to give words meaning. This language barrier limits our ability to interact naturally with technology the way we interact with each other. Therefore, the mission to build machines that understand the world, and to make them safely accessible to all is an important goal for researchers of computational linguistics. Responsible development of natural language technologies requires organizations to proactively build safer products and accept a duty of care to users, the environment, and society.

Biography: Dr. Aidan Gomez is a co-founder of Cohere where he helps to bring massive language models to the world, safely. He completed his doctorate at the University of Oxford under the supervision of Yarin Gal and Yee Whye Teh. Aidan’s research deals in understanding and improving neural networks and their applications. Previously, he worked with Geoffrey Hinton and Łukasz Kaiser on the Google Brain team. He obtained his Bachelors from The University of Toronto with supervision from Roger Grosse.

Profiles of the host and presenter:
• Vik Pant, PhD - https://www.linkedin.com/in/vikpant
• Aidan Gomez, PhD - https://www.linkedin.com/in/aidangomez/

Web resources pertaining to Cohere:
• About - https://cohere.ai/about/
• Responsibility - https://cohere.ai/responsibility/
• API - https://cohere.ai/api/

Join Synthetic Intelligence Forum online:
• Website - http://www.synthint.ai
• LinkedIn (Page) - https://www.linkedin.com/company/synthint/
• LinkedIn (Group) - https://www.linkedin.com/groups/12092618/
• YouTube - https://www.youtube.com/c/SyntheticIntelligenceForum

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