Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Coursera · boost.ai
Vendor-reportedEducationIn productionEnterpriseLLMLive 2023
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by boost.ai (vendor self-report). Checked against the source page on 2026-09-06. 4 of 4 figures below appear on that page word for word.
The problem
Coursera needed to scale support, personalize interactions for diverse learner types, and gain strategic insights from conversations without growing its team.
What was deployed
- Vendor
- boost.ai
- Products
- boost.ai platform, Generative Action, Boost Agent Orchestrator
- Technique
- LLM
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- account data, conversation trends, learner-type filtering
- Scale
- global
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
53%deflection rate
“Cora maintains a 53% deflection rate”
Quoted word for word from the source
5distinct learner types identified
“5 distinct learner types identified and routed by the AI Agent”
Quoted word for word from the source
90%+knowledge base coverage
“covers more than 90% of all help center topics”
Quoted word for word from the source
~30%Chatbot Escalation Impact
“Chatbot Escalation Impact: the percentage of human agent support volume that originated as a conversation with the AI Agent. It’s treated internally as a health indicator and is currently sitting at ~30%.”
Quoted word for word from the source
support agent time
“I can see that it is saving our support agents time”
Quoted word for word from the source
“In order to further improve our performance and health metrics, we worked with boost.ai to develop more advanced user-type filtering”
Difficulties and limits
- course-specific questions that fall outside its current scope
Sources
- boost.ai — vendor self-report
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