Coterie
Scaling personalized support to deliver record CSAT
Personalization at Scale
Coterie wanted every customer to feel "known" — like a favorite barista greeting you by name — even as the business scaled.
But the context to personalize (child's name/birthday, past shipping issues, skin sensitivities, etc.) was buried across long conversation histories in their CRM. Agents were incentivized for speed, so deep lookups rarely happened, and the brand's high-touch standard was hard to deliver consistently.
It takes a lot of time to scroll prior conversations… agents probably just weren't doing it before.
Automated Context Extraction
Coterie set up a series of micro-agents in Cotera that:
Listen across support transcripts
Monitor past interactions and conversation histories for context
Extract safe-to-use personalization signals
Identify key details like child's name/birthday, prior shipping hiccups, sensitive skin
Write a concise customer card
Display everything directly in the CRM so agents see context at a glance
Guide responses and recommendations
Tailor product suggestions and responses based on customer preferences
Improved Customer Experience
Time saved on every interaction
The manual "hunt for context" step is removed; agents get personalization "on a platter"
Higher CSAT
"It's the highest we've ever had," with meaningful share attributed to richer, faster personalization
Consistency at scale
Every customer now gets the remembered-details experience, not just ones with short histories
We can personalize in a much faster and efficient way at scale… and CSAT is the highest it's ever been.
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