Drive faster agent assessment & coaching
with Auto QA

Customer service agents are the face of your company. And their performance has a direct impact on your customer experience (CX). But the way Quality Assurance (QA) teams measure agent performance is… broken. Random conversation selection. Subjective scoring. No insight on larger trends. And way too much time spend reviewing call recording and transcripts. 

Ready for better QA?

Loris takes the pain out of
Quality Assurance

Loris CQA (Conversational Quality Assurance) automates the parts of the agent performance review process that your analysts don’t want to do – and gives them have more time for higher value agent assessment and coaching. 

Scorecard showing customer call
Measure: Customer & organizational trends

Identify important performance and customer trends, turning millions of customer conversations into an 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

Enable agent managers and team leads to give specific feedback on agent performance – and give agents the ability to dispute specific assessment criteria they disagree with. 

Score: Assign and assess based on what you value

Assign interactions for review and complete scorecards based on what’s important to your organization, so QA analysts spend time on impactful conversations. 

Lower the cost of Quality Assurance

Perform more quality checks with fewer resources, freeing analysts and managers to focus on agent coaching and development. 

  • Automate interaction selection using AI to highlight the most impactful customer conversations
  • Conduct more reviews of customer interactions without having to listen to entire phone calls or comb through transcripts 
  • Easily pinpoint relevant parts of the conversation using the Loris Sentiment Graph to focus QA analyst reviews 
Scorecard showing customer chat
Agent coaching session

Drive better agent performance in less time

Shorten agent review cycles by automating analysis of all interactions, giving your customer service agents the timely guidance they need to continuously improve.

  • Remove manual steps from your QA workflow, helps analysts do more reviews on more agents with less effort
  • Easily tailor your workflows, scorecards, and assignments based on what’s important to your customer experience
  • Simplify everything QA – combining customer interactions, scorecards, agent coaching, and disputes into one platform

Increase consistency and value in your QA program

Leverage AI to standardize how agents are measured, while gaining insights valuable to your entire business. 

  • Use objective scoring across all your agents – and across all your channels – for more uniform benchmarking
  • Spot trends and insights at the agent, team, and organizational level
  • Use conversational insights to remove customer friction, improve your products, and develop new offerings
Scorecard management and customization

For Quality Assurance teams

Scorecard showing customer call with transcript and analytics

Assess agents across all interaction channels

Utilize a single QA platform across your chat, email, and voice conversations

Ensure data-driven, objective assessments

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

Improve QA scorecard & workload management

Assign reviews and assess agents based on AI-generated conversational markers and customized scorecards templates

For Customer Experience teams

Agent coaching session

At-a-glance performance views

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

All-in-one agent coaching platform

Streamline assessment, scoring, and coaching  – in the same solution as metrics, scorecards, and original conversations

Uncover customer trends and agent issues

Easily perform root cause analysis and customer intent discovery across millions of interactions

Can AI really replace humans in the workplace? 

Watch the recorded panel discussion for an expert discussion on how AI is going to change the way people will work in the future.

Still have questions?
We’re here to help.

Schedule a quick chat with a Loris product expert to understand if AI is right for your CX.

“I was asked about our ChatGPT strategy… but I don’t know a GPT from a GPS!” 

Learn how to tell the helpful from the hype with our AI Primer for Customer Experience Leaders.