There’s a not-so-subtle secret many customer experience teams are hiding: you’re not using your customer analytics tool. Sure, maybe someone is using it, but it’s definitely not enough to justify the cost. This is especially true if you’re using a legacy conversation intelligence platform that, despite all its accolades, you spend more time trying to make it work than actually gaining value from it.
But it’s 2025. And there are way better alternatives, like AI-first customer analytics platforms designed to work across the organization, not just for a small handful of technical experts. Check out this list we’ve gathered from user reviews, in person conversations, and our own clients on why they ditched the complexity, sluggishness, and cost of yesterday’s tools for something faster, smarter, and actually usable.
1. It’s Too Complex
The problem with legacy customer analytics tools: They’re built for a niche group of data experts. And that’s because, when they were built, that was the cutting edge approach to customer insights. But in 2025 this means you’ve probably got one or two people who can actually program the queries and make sense of the syntax. Which also means every time you need to find out why something happened in your customer conversations, you’re waiting in line. And every day you wait, customer issues just compound.
How Loris is different: Loris was designed for everyone with a stake in the customer experience, not just engineers and technical teams. Our platform uses an intuitive UI with out-of-the-box AI models trained specifically for customer service. You don’t need to learn query languages or build custom dashboards. Anyone – from CX leaders to QA managers – can surface customer issues in minutes. (Yes, minutes.)
2. It’s Too Slow
The problem with many legacy customer analytics tools: Every new business question turns into a project. Want to track a trending issue? You’ll need to define new rules, get your analytics team involved, and wait weeks for results. By the time you have an answer, the issue has already escalated.
How Loris is different: Loris delivers insights in days—not quarters. Our proprietary AI models scan 100% of customer conversations and surface trends automatically, with no programming required. Emerging issues, negative sentiment spikes, and QA gaps appear right on your dashboard. You react in real time, not after the damage is done.
From Legacy Complexity to Instant Insights
Read how one brand made the switch from legacy to Loris, enabling them to:
- Turn customer sentiment into churn predictions
- Tie conversation signals with reorder rates
- Use learnings to prevent churn for high-value customers
3. It’s Too Outdated
The problem with legacy customer analytics tools: Let’s be honest, they feel like stepping back in time. The UI is clunky, the workflows are outdated, and the product evolution hasn’t kept pace with modern CX needs. It was built in a different era and it shows.
How Loris is different: Loris was born after the launch of transformer models (the same tech that powers modern AI tools like LLMs). That meant we could build from scratch using the best available AI architecture, not bolt it onto legacy infrastructure. The result is a clean, modern experience with best-in-class accuracy and speed – no technical debt, no bloated interfaces.
4. It’s Too Expensive
The problem with legacy customer analytics tools: Between upfront customization and the need for full-time internal experts to maintain and program it, the total cost of ownership is sky-high. Worse, you’re paying for tools that most of your team can’t even use.
How Loris is different: With Loris, you get a complete platform that includes a library of proprietary AI models that are continuously maintained by our own team of data scientists. This means on-boarding takes weeks, you don’t need dedicated service, and there’s no need to hire a data science team. It also means you can start seeing value from Loris fast.
5. It’s Not Creating Enough Value
The problem with legacy customer analytics tools: Even if you’ve made it work, the value isn’t being shared. CX might get some insight. But Product? Marketing? Compliance? They don’t see any of it – because no one else knows how to use it.
How Loris is different: Loris turns customer conversations into intelligence that’s usable across the entire organization. Product teams get immediate customer feedback on any issues from the latest product launch. Marketing teams understand messaging confusion and whether competitors are coming up in conversations. Compliance teams can monitor and address risk indicators automatically – from regulatory threats to profanity to escalations. And because Loris is easy to use and understand, your insights become a company-wide asset – not a locked vault.
Customer analytics doesn’t have to be hard
If you’re still using a legacy customer analytics tool, you’re probably working harder than you need to – and getting less than you deserve. Customer conversations are this rich resource of insight that you can’t fully access. But it doesn’t have to be this way.
Loris was built to replace yesterday’s tools with a faster, easier, and more actionable view into customer conversations. It’s not about having AI. It’s about having the right AI in a platform your whole team can use.
Ready to leave your legacy tool behind? Schedule a demo with the Loris team to see what’s possible with AI-first customer analytics.
