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Stop having the same interactions by understanding why those calls are happening –and where you can automate
Loris continues to be one of the best examples for AI, making our lives easier and allowing us to focus on what really matters! Engaging in curious conversations with our users!
Jon Helin
VP of Customer Support,
Calendly
Customer service organizations are investing in AI agents to handle the repetitive, transactional issues they get every day. But they also can’t tell whether their AI agents are actually resolving those issues, or just leading to customer abandonment.
Using Loris, you can eliminate unnecessary conversations, automate the straightforward ones, and free up your best agents to deliver more personalized service for complex, high-value interactions.
Loris helps you get smarter about understanding and fixing customer issues with:
Loris layers different AI techniques to create deeper and more accurate insights into every conversation, pinpointing your highest priority and most costly issues. Here’s the right mix that helps you know where and how to deflect unnecessary customer contact.
Loris analyzes every conversation – across email, chat, phone, and AI agent interactions – to automatically detect the primary reason driving customer contact (Contact Driver) as well as additional intent signals (Topics). This model is built for every individual client by our data science team, giving you an accurate and complete picture of every issue coming to your CX team.
This insight is the critical source of truth missing from most contact centers. By automating this process, you get an objective, consistent map of every customer issue, helping you understand trends and provide tangible evidence on which issues are impacting the customer experience.
If you’re using an AI agent to increase deflection, AI Agent Insights provides valuable performance data like whether issues are actually being resolved and the impact on your customers. Using Contact Drivers to determine each intent, you can see where bots are doing well, where they need additional training, and which use cases may be too complex.
AI agent performance is typically measured by the AI vendor. But when outcomes like resolution are included in the pricing model, having Loris provide objective performance insight helps you understand if your bot is really delivering on your investment.
Based on the known Contact Drivers above, Loris can also detect whether a previously unknown Emerging Issue is about to impact your contact center, spotting new topics even when the number of cases is small. With this knowledge, you can understand how to address, mitigate, or remove this issue.
Loris clients have used Emerging Issues to surface errors after a product launch, helping them address the problem quickly and prevent a spike in contact volume. Incorporating this gives you an early warning system to address issues as they happen, controlling your costs and improving your experience.
Most customers not only want to handle issues themselves, they exhaust all available options before they contact you. By analyzing every conversation, Loris gives you the most Frequently Asked Questions (FAQs) so you can incorporate the answers they need sooner – in your knowledge base, AI Agent responses, and agent macros, or even in your product.
The more you can answer customer questions proactively, the fewer issues need to be handled by agents, lowering your overall costs and freeing up agents for higher-impact work. This improves the experience while increasing cost efficiency.
The best way to deflect customer contact is to not have that issue happen in the first place. Loris analyzes every interaction to uncover the core issues breaking the customer experience, not just what the customer thought the issue was. With this insight, you can fix your product, your documentation, or whatever gap is causing unnecessary friction.
Removing the underlying cause of unnecessary contacts, like confusing policies or product bugs, prevents those contacts from happening in the first place. This can have a significant impact on your contact volumes and make for a better overall experience.
Read how Calendly is using customer service conversations to enhance upstream content – improving experiences while achieving time and cost savings, like:
Schedule a meeting to learn more about how we reduce cost per case while increasing customer insights.
