Your customers define Quality.
Not your scorecards.

Is the goal of your Quality Assurance program to increase agent scores or customer retention? Loris QA connects customer and business results to agent actions – so you understand quality impact, not just activities.

QUALITY CONTROL

Trust your QA because you control it

Change quality logic on your timeline and make it easy for QA analysts and agents to understand.

Create QA rules you can explain and adjust as needed
Update automated rules without vendor bottlenecks
Get full transparency with no AI black box

QUALITY INTELLIGENCE

Measure what matters to customers

Analyze agent impact, not just activity, so you know which aspects of quality to manage.

Focus on customer metrics, not just agent scores
Identify signs of customer friction with AI and human agents
See which topics to automate and which to send to human agents

“We’ve moved from a very checkboxy QA form to having deeper conversations about how we’re talking to customers and whether we’re delivering the value in those conversations that we want to drive.”

Jon Helin
VP of Customer Support

Calendly

QUALITY IMPROVEMENT

Coach faster with results that stick

Know who’s struggling, on which topics, and the shortest path to fix them.

Speed coaching with AI generated analysis and plans
Track agent progress and coaching results over time
Focus on behaviors that drive the right outcomes

For Quality Assurance

Ensure data-driven, objective QA assessments
Analyze 100% of conversations across all customer interaction channels to surface conversations with the greatest impact on agent performance and customer experience.

Reduce the risk of AI for QA adoption
Utilize a single, proven platform to get up and running in weeks, not months, and gain faster value from your AI investment.

For CX Leaders

Uncover customer trends and agent issues
See how human and AI agents impact customer sentiment, resolution, and more, analyzing all interactions for a complete view of CX.

Scale Quality Assurance with greater efficiency
Reduce the time and expense of manual assessment and scoring. Shift your teams to fixing the quality issues impacting customers.

See how Loris improves your QA process

Automated QA Policy Scoring

Create your own QA policies to automate assessment of all your conversations, using Loris AI models, time-based metrics, phrases from your transcript, and more.

Conversation Summarization

Get the full context of each customer conversation at a glance, reducing time spent on reading transcripts, listening to calls, and writing call summaries up to 20%.

Intelligent Conversation Selection

Make sure your QA teams focus on the most critical interactions, using configurable conditions and precalculated scores to select only the right conversations.

Calendly Case Study

Read how the search for a new QA and customer analytics tools turned into a reduction in cost per contact by 23% and better visibility into agent performance, all while maintaining that great experience customers expect.

Still have questions?

Schedule time with our team to see Loris in action and learn why our conversation AI models are the foundation for better quality assurance and customer insights.

Your customers define Quality. Not your scorecards.