The days of manual Quality Assurance reviews of 2% of agent conversations are gone. See deeper insights across 100% of conversations using AI for QA to tell you what agents and virtual agents are doing well and where they need additional guidance.
Use AI to spot quality issues across 100% of conversations, giving you holistic agent performance without manual reviews.
Have the most relevant elements for agent performance on a single page, with the ability to start a coaching session right from there.
Automating Quality Assurance shouldn’t mean giving up transparency. Our approach to AutoQA uses clear logic that helps you measure and assess what’s important to you.
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.
AI-Powered 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.
Loris CQA (Conversational Quality Assurance) automates the time-consuming parts of the agent performance review process, so you have more time for higher value work like conversational analysis and agent coaching.
Identify important performance and customer trends, turning millions of customer conversations into an organizational feedback loop.
Benchmark customer conversations across all channels for sentiment, customer intent, Conversational Quality (CQ), and more to create objective metrics for agent interaction review.
Generate on-demand coaching sessions, enabling agent managers and team leads to give feedback on the latest agent evaluations – so that agents can correct behavior more quickly. Give agents the ability to dispute specific assessment criteria they disagree with.
Select the most recent and relevant conversations for review based on what’s important to your organization. Automatically score agents for conversation management skills shortening the time QA analysts spend on assessments.
Use a single QA platform across your chat, email, and voice conversations for assessment, coaching, and more.
Analyze 100% of conversations to surface the interactions with the greatest impact on agent performance and customer experience.
Utilize all the elements of AI and automation that you’re ready for, from AI-assisted analyst assessment to complete AI-driven scoring
See how agent skills impact customer sentiment, resolution, and more, using AI models instead of scorecards to gain insight.
Gain instant understanding of how your key metrics at the agent, team, and organizational level.
Streamline assessment, scoring, and coaching – using AI and automation to focus your team on quality issues impacting customers.
Loris AI delivers real-time insights from millions of conversations. Schedule a call or download our whitepaper to learn more.
