Get the Complete View of Quality Assurance

The days of manual Quality Assurance reviews of 2% of agent conversations are long gone. See deeper insights across 100% of conversations using AI and AutoQA to tell you where agents and virtual agents are doing well and where they need additional guidance.

Instant agent insights without the scorecard

Use AI to spot quality issues across 100% of conversations, giving you a live look into holistic agent performance.

  • Let AI tell you if your agents are using the right skills at the right point in the conversation, automatically.
  • Use conversation insights to tie agent actions with customer reactions, giving you the whole picture of quality.
  • Surface issues with your human or virtual agents, using clear data for more targeted coaching and intervention.
Quality Assurance
We have actually shaved a little over three minutes of AHT [Average Handle Time] now that we don’t have the agent tag tickets anymore. That has reduced our cost per case by 23%.

Everything you need to manage agent performance

See all elements relevant to measuring agent performance on a single page, with the ability to start a coaching session right from there.

  • Pull in agent stats from Loris AI model outputs, QA scores, and even your CRM for the complete picture.
  • Understand where each agent can improve, including efficiency, customer satisfaction, resolution rate, and more.
  • See performance at the individual agent, team, or organization level to pinpoint individual or wider issues.

Flexible AutoQA and AI logic that you control

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.

  • Use AI-powered, objective scoring across all your agents – and across all your channels – for more uniform evaluation
  • Tailor your workflows, scorecards, and assignments based on what’s important to your customer experience.
  • Use conversational insights to remove customer friction, improve your products, and develop new offerings
Autoqa quality assurance logic builder

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. 

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. 

Here's how you get more out of
Quality Assurance, with less effort

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. 

Measure: Customer & organizational trends

Identify important performance and customer trends, turning millions of customer conversations into an organizational feedback loop.

Analyze: All your interaction channels

Benchmark customer conversations across all channels for sentiment, customer intent, Conversational Quality (CQ), and more to create objective metrics for agent interaction review.

Coach: Give agents opportunities for improvement

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. 

Score: Assign and assess based on what you value

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. 

For Quality Assurance teams

Standardize on one, comprehensive QA suite

Use a single QA platform across your chat, email, and voice conversations for assessment, coaching, and more.

Ensure data-driven, objective assessments

Analyze 100% of conversations to surface the interactions with the greatest impact on agent performance and customer experience.

Reduce the risk of AI for QA adoption

Utilize all the elements of AI and automation that you’re ready for, from AI-assisted analyst assessment to complete AI-driven scoring

For CX Leaders

Quality Assurance

Uncover customer trends and agent issues

See how agent skills impact customer sentiment, resolution, and more, using AI models instead of scorecards to gain insight.

At-a-glance performance views

Gain instant understanding of how your key metrics at the agent, team, and organizational level.

Scale Quality Assurance with greater efficiency

Streamline assessment, scoring, and coaching  – using AI and automation to focus your team on quality issues impacting customers.

Still have questions?
Talk to our team

Loris AI delivers real-time insights from millions of conversations. Schedule a call or download our whitepaper to learn more.