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Loris gives you the insight to you need to eliminate unnecessary interactions, automate easy ones, and improve the quality of the remaining conversations.
We have actually shaved a little over three minutes of AHT now that we don’t have the agent tag tickets anymore. That has reduced our cost per case by 23%.
Jon Helin
VP of Customer Support,
Calendly
You’ve added agents, built help center content, tried automation, but still can’t predict what’s coming or why customers are reaching out in the first place.
That’s because the problem isn’t headcount or tooling. It’s visibility.
Loris breaks the cycle. We give you the “why” behind every customer conversation—so you can solve root issues, not symptoms. With:
Loris uses a library of proprietary AI models, along with LLMs, to create deeper and more accurate insights into every conversation, pinpointing your highest priority and most costly issues. Here’s the right mix that helps you reduce cost per contact.
Loris analyzes every conversation – across email, chat, phone, and AI agent interactions – to automatically detect the primary reason driving customer contact (Contact Driver) as well as additional intent signals (Topics). This gives you the complete picture of every issue coming to your CX team.
This insight is the critical source of truth missing from most contact centers. With this knowledge, you can train virtual and human agents for your most common issues, increasing resolution rates while lowering average handle time (AHT). This consistent structure helps you understand trends and provide tangible evidence to the rest of the organization on which issues are driving customer contact.
Loris clients have used Emerging Issues to spot product bugs after a product launch, helping them roll back the issue and prevent a spike in contact volume. This gives you an early warning system to address issues as they happen, controlling your costs and improving your experience.
Together, these models provide multiple dimensions of customer understanding that can pinpoint issues across your business. They also give you a better understanding of which issues may be easy to automate (neutral-to-positive sentiment delta) and which are best handled by your agents (negative sentiment delta).
Most customers not only want to handle issues themselves, they exhaust all available options before they contact you. By analyzing every conversation, Loris gives you the most Frequently Asked Questions (FAQs) so you give customers the answer they need sooner – in your knowledge base, AI Agent responses, and agent macros, or even in your product.
The more you can answer customer questions proactively, the fewer issues need to be handled by agents, lowering your overall costs and freeing up agents for higher-impact work. This improves the experience while increasing cost efficiency.
The best way to resolve a customer issue is to not have that issue happen in the first place. Loris analyzes every interaction to uncover the core issues breaking the customer experience, not just what the customer thought the issue was. With this insight, you can fix your product, your documentation, or whatever gap is causing unnecessary friction.
Reacting to individual issues spends valuable time and resources. But removing the underlying cause of unnecessary contacts, like confusing policies or product bugs, prevents those contacts from happening in the first place. This can significantly reduce contact center costs and make for a better overall experience.
Read how Calendly is using customer service conversations as fuel for better insights across their entire customer journey, helping them:
Schedule a meeting to learn more about how we reduce cost per case while increasing customer insights.