The 5 AI Models Every CX Analyst Must Know
AI is reshaping customer service—but not all AI models are created equal. For customer experience (CX) analysts, understanding the mechanics behind these models isn’t just helpful—it’s critical.
What’s the Right Mix of AI Agents and Human Agents for Customer Service?
It’s 2025, and the conversation around customer service automation has matured. The hype around replacing support teams with chatbots has met the friction of reality. Now, leading companies are asking smarter questions: not “How can I automate more?” but rather
Webinar: AI Agents Myths and Facts – Learning from Klarna
In February 2024, Klarna replaced 700 customer service agents with an AI agent. February 2025, Klarna’s CEO made a widely-publicized reversal, saying they would be bring human customer service agents back… What happened?! Does this mean AI agents don’t work? Or is there something more nuanced going on here?
The End of Traditional QA: Why AI for QA is No Longer Optional
In 2025, Quality Assurance (QA) stands at a critical inflection point. Some may argue, we may have already passed it. While many organizations cling to traditional QA methodologies, the writing is on the wall: conventional quality assurance programs are rapidly becoming obsolete.
Loris Featured as Leader on CMP Research Prism for Customer Analytics in Customer Contact and CX Technology
NEW YORK, NY, USA – January 30, 2025 – Loris AI proudly announces its placement on CMP Research Prism, an elite technology assessment framework developed by CMP Research, a division of Customer Management Practice (CMP) for customer analytics.
In Retail, Customer Experience is Your Most Valuable Product
Ever notice how some online retail brands just seem to get you? You know the ones – they recommend products you actually want, their checkout process is smoother than butter, and when something goes wrong, fixing it feels almost… pleasant? That’s not by accident.
Latest Loris Release Provides Complete Quality Assurance – Giving CX Leaders the Path to AI-Powered QA Future
NEW YORK, NY, January 27, 2025 – Today, Loris announced the launch of a new, more comprehensive Quality Assurance suite. This update builds upon the existing Loris QA product, but now includes a more flexible AutoQA policy builder as well as AI-powered performance monitoring for human and virtual agents alike.
Loris Introduces “Ask Loris”: AI-Powered Answers for Customer Experience Leaders
NEW YORK, NY, December 12, 2024 – Loris, a leading customer intelligence platform, today announced the launch of “Ask Loris”, an innovative AI solution that transforms how customer service teams understand their customers.
Loris Named a Cool Vendor in the 2024 Gartner® Cool Vendors™ in Customer Service and Support Technology
NEW YORK, NY — October 15, 2024 — Loris, the AI company turning customer service conversations into usable customer and agent performance insights, today announced that it has been named a Cool Vendor in the 2024 Gartner® Cool Vendors™ in Customer Service and Support Technology Report.
Webinar: How Calendly drives better customer interactions, quality & insight
Customer Experience leaders are caught between two tough choices. On the one hand, they must have a plan to adopt and incorporate AI into their operations to gain insight and efficiency. On the other hand, it’s more difficult than ever to separate AI hype from reality, so there’s a risk of a wrong and costly decision.
Should you hire a QA Specialist or a Quality Intelligence Analyst?
Quality Intelligence (QI) is the new term to describe the convergence of Quality Assurance (QA) and Voice of the Customer (VOC) programs. But rather than just another acronym, it’s a new way of thinking about how you measure and improve your customer service program.
Webinar: From Quality Assurance to Quality Intelligence
It’s important for customer service organizations to understand how well they are serving customers. Quality Assurance (QA) and Voice of the Customer (VOC) processes attempt to do this using two distinct methods. But between gaps in the way data is collected and the limited scope of assessment, the results aren’t that useful. Industry analysts see the convergence of these two categories along with the use of AI as the logical next step
Does the “Time is Money” initiative mean the end of chatbots?
In recent years, chatbots have become an integral part of customer service strategies for businesses across various industries. Love them or hate them – ok really, tolerate them or hate them – these AI-powered conversational agents have been a go-to solution for companies looking to streamline their customer support processes. But last week, something happened that called into question the once unimpeded rise of chatbots in the form of a US government fact sheet.
Why AutoQA is out and Quality Intelligence is in
First, I’ll give credit where credit is due. There was a fantastic webinar from Gartner last week called “Stop Today’s QA; Elevate to Quality Intelligence (QI)”. So I encourage you to watch the webinar, because a) this isn’t going to be a summary of someone else’s work and b) it has a ton of great points I’m not going to discuss here. But what I am going to discuss is the idea
A Guide to Customer Experience Analytics: Take Your CX To The Next Level
Your customer experience (CX) is everything. If your customers have a good experience with your brand, you drive customer loyalty and retention. More than 70% of consumers say a good experience is vital in influencing their loyalty to a brand.
If they have a bad experience, you’ll have higher customer churn rates. In fact, 51% of customers will never
The Future of Customer Service: 5 AI Trends In 2024 (And Beyond)
Artificial intelligence (AI) is transforming Customer Experience (CX) by redefining the way that businesses interact with their customers. From chatbots to predictive analytics, this technology is truly revolutionizing how organizations provide customer service.
If your goal is to enhance customer satisfaction, loyalty, and retention, you can’t overlook the potential of AI to improve your CX.
The Role of Voice of the Customer Analytics in Creating Exceptional Customer Experiences
Understanding your customers is vital to the success of your business. How do you keep your customers happy if you don’t understand how they feel about your brand, product, and customer service?
However, understanding your customers is difficult. Humans are complex, with varying emotions and behaviors.
Loris Honored with Customer Experience Achievement at the 9th Annual 2024 Globee® Awards for American Business
NEW YORK, NY — June 18, 2024 — Today Loris announced the company has been honored with a Silver Award in the Customer Experience Achievement category at the 9th Annual 2024 Globee® Awards for American Business. This prestigious award recognizes
How To Improve Your Customer Experience With Conversation Intelligence
Your customer experience (CX) interactions are vital to your business. How will you know how your company is performing without them?
However, if you’re dealing with hundreds (or even thousands) of customer interactions every day across multiple channels, it can become impossible to keep track of them.
This makes it tough to extract insights from your engagements and use them to improve your CX.
Everything You Need To Know About Customer Service Coaching
If you want to deliver exceptional customer service (Customer Service), you need to coach your support agents.
Your customer service agents have a big impact on your customer experience (CX). Without them, who will resolve issues quickly enough to turn unhappy customers into satisfied ones? In fact, for every $1 a company spends on a better customer experience, there’s a $3 return. This is why
Ensuring Excellence: A Customer Service Audit Checklist
Regular customer service audits are crucial to delivering the best customer experience (CX). Around 80% of customers say that the experience a company provides is just as important as its products or services.
Even if you provide excellent customer service, there is always room for improvement. Audits help you understand which areas of your customer service (CS) you could be better at.
Customer Contact Week 2024: What to expect and how to navigate the AI hype
Customer Contact Week 2024, set to take place in Las Vegas from June 3rd to 6th, is gearing up to be an important gathering for more than 5,000 professionals passionate about their work in customer experience.
The Top Customer Service Quality Assurance Tools You Need In 2024
You have a quality assurance (QA) process for your customer service team, but is it good enough?
Are you:
👉 Struggling to get an overview of agent performance and overall customer experience (CX) quality?
👉 Unable to identify your most common customer service con, despite sifting through tons of customer interactions?
👉 Not providing your customer service agents with the timely feedback they need to improve your customer experience (CX)?
👉 Struggling to scale your current QA process as your number of agents increases?
The Complete Guide To Customer Sentiment Analysis
Your customer support team is the face of your business. If they don’t get their customer service interactions right, you may lose customers. In fact, 96% of customers will leave a brand due to poor customer service. Can you afford this kind of churn? Most businesses can’t.
The good news is that 70% of unhappy customers will stay with a company if customer service resolves their problems. But how do you get this right?
There is no reason not to use conversation summarization in customer service
Conversation summarization is the ability for a technology, now typically artificial intelligence (AI), to process vast amounts of textual or spoken data from interpersonal communications—such as meetings, phone calls, live chats, or email exchanges—and provide a brief summary that captures the main intents, issues…
What to look for in a Conversational Intelligence Platform
There are more options for customers to get in touch with you than ever. And, the sheer volume of customer inquiries makes managing and understanding those conversations across all those different channels not even difficult – it’s literally impossible. But conversational intelligence platforms provide a solution: the ability to
Loris Employee Spotlight: 10 Questions for Christina Drum, Head of CX
For this month’s employee spotlight, we’re talking to Christina Drum, our Head of CX who leads the Customer Experience Management (CXM) team. Last week Christina celebrated two years at Loris! Christina works in our New York City office and occasionally brings her doodle-mix Sunny to the office (he barks a lot but we love him anyway). We asked her ten questions to learn a little bit more about her and what she does at Loris.
How To Build A Powerful Customer Service Scorecard: A Step-by-Step Guide With Template
An excellent customer service scorecard is the backbone of any customer service quality assurance (QA) program.
Setting up a scorecard that results in tangible business improvements is difficult. You need to know which criteria impact customer satisfaction the most. And this only comes with experience.
At Loris, we work with leading customer-centric brands, helping them to implement customer service scorecards and quality assurance processes.
Find resolved and unresolved conversations across your entire customer service operation
In customer service quality assurance, understanding whether conversations were resolved can be a painstaking task. Sure, you can look at things like sentiment, CSAT, and CQ scores as proxies, but that tells how the customer felt about the experience more than the outcome. And some customers will be more amenable to workarounds that might not have actually solved their issue, while others won’t be happy to have contacted you at all even though you solved their issue.
Loris Appoints Brian Zang as Head of Revenue to Propel Growth and Scale
NEW YORK, NY – Loris, the leading AI-powered conversational intelligence platform driving deeper insights for customer-focused brands, announced the appointment of Brian Zang as Head of Revenue.
Boost Your Call Center’s Performance With Our Customer Service Quality Assurance Checklist
Is your call center experiencing high levels of dropped calls or poor satisfaction scores from customers?
If so, it might be time to consider implementing a customer service quality assurance (QA) program.
In our experience, implementing an effective QA program using modern AI tools will help boost customer satisfaction scores (CSAT) by around a third.
Loris Receives 2024 CUSTOMER Magazine Product of the Year Award
NEW YORK, NY — March 8, 2024 — Loris announced today that TMC, a global, integrated media company, has named Loris CQA as a 2024 CUSTOMER Product of the Year Award winner. Loris CQA uses proven AI and machine learning capabilities to automate manual quality assurance
How to get started with customer insights from customer service conversations
You’ve probably been thinking or hearing about customer insights. This abstract term is an all-encompassing idea that everything you need to know about your customers, your customer experience, and your customer service agent performance is just waiting for you. And while that’s true, it’s not always that easy. In this blog, we’re going to be exploring how to get started with
Redial Partners with Loris to Improve Customer Service Quality with AI
NEW YORK, NY — February 20, 2024 — Redial, a multinational company focused on providing outsourced service operations and solutions for leading brands, announced they have entered into a partnership with Loris to provide customer service quality and customer intelligence analytics solutions to its customer base.
Loris Employee Spotlight: 10 Questions for Marek Grzybek, Senior Fullstack Developer
For this month’s employee spotlight, we’re talking to Marek Grzybek, our Senior Fullstack Developer on our software engineering team. In March, Marek will be celebrating three years at Loris! He’s also a remote employee working from Poland, though he stops by the office every few months to say hi. We asked him ten questions to learn
AI is killing the traditional BPO. Can AI also save it?
The customer service business process outsourcing (BPO) industry has been a key partner in helping businesses streamline their operations and provide top-notch support to their customers. This has been an especially critical role as businesses need to scale or add capacity quickly, whether due to newfound popularity or seasonal spikes. But the explosion of interest in and adoption of AI
How Smart BPOs are embracing AI in the Contact Center
There’s little question that organizations – especially those running contact centers – should be using AI in their customer service operations. But understanding that you need to do something, and actually taking those first steps are not the same thing. In fact, there can be a huge gap in knowledge that can stall potential projects and
How to Decide on the Right Customer Service Quality Assurance Approach
There is a polarizing debate going on in our country right now – and yes – it’s about customer service quality assurance. Customer service professionals have a choice between two distinct and opposing approaches to how they handle QA. On one side are
Loris.ai Wins 2024 BIG Innovation Award
NEW YORK, NY — January 10, 2024 — Loris.ai announced it has been named a winner in the 2024 BIG Innovation Awards presented by the Business Intelligence Group.
Loris unlocks a world of insight for CX leaders, using an AI-powered conversational intelligence platform to extract value from every customer interaction. The combination of real-time analytics and a library of proven AI models detect emerging issues before they impact the brand and expose unwanted gaps in the customer journey that reduce satisfaction and increase costs.
The Pros and Cons of the Top 7 Customer Service Metrics
Customer service metrics are a contentious issue. All businesses understand their importance in measuring exceptional customer service, but each metric has its strengths and weaknesses. And much like sports, each has a devoted fan base that is hard to shake from their existing beliefs.
Loris Employee Spotlight: 10 Questions for Seth Levine, Lead Machine Learning Scientist
We’re kicking off our inaugural employee spotlight and who better to lead us off than one of Loris’ most tenured employees Seth Levine. Seth is our Lead Machine Learning Scientist and also hosts the podcast “Learning from Machine Learning”. We sat down with Seth to ask him ten questions to get to know him better.
Navigating Customer Frustration: A Guide to Responding to Long Wait Times
Studies show that if customers wait less than they thought they would, their satisfaction goes up more than 1.6 times. On the other hand, long wait times cause 52% of customers to stop purchasing from a company. In customer service, especially during busy seasons, businesses often face the challenge of managing customer frustration, particularly when it comes to long waits.
Why deflection is the opposite of good CX
Now, before you get all upset – I get it. Not every customer needs to have their handheld by an agent for every use case. And there is absolutely a place for chatbots, callbacks, switching voice calls to digital, better self-service content, etc. But just because these technologies exist, doesn’t mean every conversation should be deflected
What Is Automated Quality Management In Customer Service?
Great customer service, quality, and experience aren’t simply goals for your business. They’re the currency by which organizations provide value to their customers. However, these goals aren’t always easy to measure, especially if you’re using a traditional quality assurance (QA) approach.
A traditional approach involves spot-checking call, chat,
The 4-Step Success Plan for AI Adoption in the Contact Center
In the last 12 months, questions around contact center adoption of AI have changed from if to when to “why haven’t we done this yet?!” But part of the obstacle to incorporating AI into your strategy is the total lack of transparency. When every tech company is claiming to solve all problems, it’s difficult to separate hype from
Turn your contact center into your customer intelligence center
The contact center is perhaps the most underappreciated part of most organizations. Unloved by customers. Labeled a “cost center” by execs. But in seemingly paradoxical fashion, “customer experience” has been put on a pedestal as a critical discipline by which businesses distinguish their products and services. How can these two contradictory concepts coexist?!
Everything you’re getting wrong about using (and providing) chatbots
Both companies and customers often have misconceptions about the capabilities and limitations of chatbots. In this blog, we will explore the top six aspects that companies – and their customers – get wrong about using chatbots for customer service.
Dispelling the all-or-nothing Generative AI myth
The pace of Generative AI adoption has created such a sense of urgency that businesses are adopting first and figuring out what it can do second.
5 Ways to Reduce Customer Churn
Companies are hyperfocused on acquiring new customers. But the truth is that acquiring new customers is significantly more expensive than retaining existing customers…
Loris & Harvard Business School Webinar: Humans and AI Are Better Together
Can AI really replace humans in the workplace? Join Harvard Business school professor Jackie Lane along with Loris’ Head of AI Eugene Mandel and Director of CX Christina Drum to answer the most pressing questions about AI. In the current stage of AI, what is true and what is fiction? Will AI be a supplement to people, or replacement to them? How humans must evolve, as technology becomes more complicated?
Horatio Partners with Loris to Strengthen the Customer-Agent Connection
Horatio, the customer service company behind viral e-commerce and rapidly-growing tech companies, today announces it has partnered with Loris to keep advancing customer service and BPOs as we know them. Loris is the AI platform that equips CX leaders with the real-time intelligence they need to help proactively identify and resolve emerging threats from customers that can negatively impact revenue and brand reputation.
CX Perts Featuring Michelle Baur
Bill.com’s Michelle Baur joins Christina Drum in in a discussion about the future of AI and its impact on CX. Listen to the discussion as they talk about:
Michelle’s Personal CX experience
The Biggest Challenge CX Teams face today
What AI looks like for them today and what to expect in the future
AI empowering the roles of humans in CX
The skills most critical for an AI partnered future
And More!
Loris Reinvents Quality Assurance in Customer Experience with its Latest Release
With visibility into every conversation and automated coaching moments, Loris has reduced time-to-value in agent success and changed the way customer teams will do quality assurance in the future.
The Future of CX – Conversational Quality
For any organization to grow, they need to secure their base… and the base is built on loyal customers that produce long term value and predictability.
A Loris Look Back on 2022 and a Peek into 2023
Life moves fast in tech startup life, but even we were surprised at the rate of change and number of milestones and accomplishments achieved by our teams for our clients this year.
How Customer Sentiment Analysis Improves Agent Performance
Let’s cut to the chase: customer service is a hard job. As an agent, you never know what’s waiting for you in the queue. A customer may have a quick and simple question…or maybe not.
Quality (and Quantity) Assurance in Customer Service
In your CX organization, why do you perform Quality Assurance (QA)? To gain insight into agent performance? To measure customer sentiment? To enable better coaching
to learn about outcomes and resolutions? To see the day-to-day with the agent lens – what’re they talking with customers about?
How to Improve Customer Service with Sentiment Detection
Do you know how your customers feel during chat and email conversations? We know that CSAT really can’t provide the full story – these surveys are usually riddled with bias, and the best response rate you can hope for is around 30%.
The State of QA in Support And What Defines Quality in CX
Whether quality is a metric or a business department—even our panelists have varying opinions—it’s important to take the time to define what it means to your organization.
Humanizing AI in CX: Using AI to Overcome Cognitive Overload
AI can help achieve tasks and growth that would otherwise be challenging. And by making humans more efficient, AI enables support teams to provide improved customer experiences.
The Customer Service Chatbot: What It Can and Can’t Do
We need to talk about something… and that something is the customer service chatbot 🤖. Chatbot customer service programs have become almost too popular to ignore….
The Real Cost of Bad Conversations with Customers
Have you ever had a negative interaction with customer service? Do you steer clear of the brand that offers notoriously poor customer service and warn your friends to do the
What CX Leaders Are Asking Us: How Do We Respond to Customers Facing Long Wait Times?
We spend a lot of time talking with Customer Experience (CX) leaders about the challenges they face. Everything from scaling their teams to
How AI Can Help Your Support Teams Be More Empathetic
Last week, our CEO and Head of Product — Etie Hertz and Tadzio Smith — had the opportunity to participate in a Zendesk Startup Central event wher
What CX Leaders Are Asking Right Now: How do I tell customers we don’t do support by phone?
2020 has been a trying year. Everyone is worn out and patience is running thin. With e-commerce experts projecting a ‘Shippageddon’ over the holiday
