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?
Perform more quality checks with fewer resources, freeing analysts and managers to focus on agent coaching and development.
Shorten agent review cycles by automating interacting scoring and selecting the latest conversations, giving your customer service agents the timely guidance they need to quickly improve.
Leverage AI to standardize how agents are measured, while gaining insights valuable to your entire business.
The Gist: Conversation Summarization
Get the full context of each customer conversation at a glance, time spent on reading transcripts, listening to calls, and writing call summaries.
Scouts: Intelligent Conversation Selection
Make sure your QA teams focus on the most recent and relevant interaction, by using configurable conditions and precalculated scores to route the right conversations.
Resolution Indicator: Find Issues at Scale
Understand which types of conversations aren’t being resolved to focus your QA and customer experience efforts on 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.
Utilize a single QA platform across your chat, email, and voice conversations
Analyze 100% of conversations to surface the interactions with the greatest impact on agent performance and CX
Automate interaction selection and scoring of critical criteria using AI to increase consistency and productivity
Gain instant understanding of key metrics at the agent, team, and organizational level
Streamline assessment, scoring, and coaching – in the same solution as metrics, scorecards, and original conversations
Easily perform root cause analysis and customer intent discovery across millions of interactions
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.
The difference between AI success and failure is a clear plan. Learn what you need to know in the AI Buyer’s Guide for Customer Experience Leaders.
