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Customer loyalty is fragile. Loris helps you spot at-risk customers early – so you can fix the problem before they churn.
One Loris client found that even among their most loyal customers, conversations with a decline in customer sentiment reduced reorder rates by almost 10%!
Asking customers for feedback after a bad support interaction makes a bad situation worse. Because they’ve already told you everything you need to know: why they contacted you, how they’re feeling, and whether you’ve resolved their issue.
What if you could use the elements of the conversation to understand which customers are a churn risk today?
Loris helps you get smarter about understanding and fixing customer issues with:
Loris combines different AI models to create deeper and more accurate insights into every conversation, pinpointing your most urgent and highest priority issues. Here’s the right mix that helps you predict potential customer churn.
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 gives you the complete picture of every issue coming to your CX team.
This insight is the critical source of truth missing from most contact centers – and one of the strengths Loris has. This knowledge gives you a map of your main issues driving customer contact. From here, Loris clients layer on additional conversation data, from volume trends to changes in sentiment to how often your human and AI agents are resolving these issues.
Once you have a clear view of customer contact issues, Customer Sentiment helps you go deeper. Because Loris analyzes sentiment on every message within a conversation, you can see the customer’s emotional journey, or Sentiment Delta, to understand whether they left the conversation positively or negatively on a 5-point scale. In addition, Sentiment Target provides the focus of the customer’s sentiment, whether towards the agent or the company.
Customer sentiment analysis is where Loris started, and where our clients say we differentiate most from competitors. Our sentiment model is one of the ways clients understand their highest priority issues and which of their customers are at the highest risk of churn.
While Sentiment tells you how the customer feels, Resolution gives you the outcome of all your customer conversations – in aggregate as well as within individual interactions. It also provides insight into whether your human and AI agents are able to handle specific issues effectively, so you know if agents need more training or your bot shouldn’t handle certain use cases.
Without Resolution, you could assume positive sentiment in customer conversations means that the customer is happy with the overall experience. But without actually resolving issues, you’ll see higher costs from repeated contact or miss signals from frustrated customers who never come back.
Loris Reasons to Review flag conversation outliers to identify everything from regulatory threats to manager escalations to profanity to frustration. Though infrequent, these provide a quick way to triage conversation review and map risks to your business by agent, team, or AI Agent.
This additional dimension of conversation analysis helps you identify a dozen different markers that warrant attention – and that pose risks to your business.
The best way to resolve a customer issue 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.
Reacting to individual issues spends valuable time and money. But removing the underlying cause of unnecessary contacts, like confusing policies or product bugs, prevents those contacts from happening in the first place. This can significantly reduce contact center costs and make for a better overall experience.
Read how one Loris client used their customer service interactions to:
Schedule a meeting to learn more about how we reduce cost per case while increasing customer insights.