Customer Team Resources

The latest discussions and expert advice on shifting from a deflection strategy and automated responses to AI-assisted customer care that enables your team scale the human touch.

Loris & Harvard Business School Webinar: Humans and AI Are Better Together

Can AI really replace humans in the workplace? Join Harvard Business school professor Jackie Lane along with Loris' Head of AI Eugene Mandel and Director of CX Christina Drum to answer the most pressing questions about AI. In the current stage of AI, what is true and what is fiction? Will AI be a supplement to people, or replacement to them? How humans must evolve, as technology becomes more complicated?...

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The Science Of Customer Support Conversations

Interactions with customer support are like a dance we don't know we're doing, but somehow know all the steps - and know them well....

What customer confusion tells you about your customer experience

What do the sinking of the Titanic, the ‘Charge of the Light Brigade’ disaster during the Crimean war, and the Chernobyl nuclear plant accident have in common? ...

Loris now provides CX insights and automated QA across all your customer service channels

Today, we’re proud to announce the release of Loris Voice Pro, a set of capabilities that expands our coverage from digital customer service channels to now include the voice channel! ...

Loris & Harvard Business School Webinar: Humans and AI Are Better Together

Can AI really replace humans in the workplace? Join Harvard Business school professor Jackie Lane along with Loris' Head of AI Eugene Mandel and Director of CX Christina Drum to answer the most pressing questions about AI. In the current stage of AI, what is true and what is fiction? Will AI be a supplement to people, or replacement to them? How humans must evolve, as technology becomes more complicated?...

Horatio Partners with Loris to Strengthen the Customer-Agent Connection

Horatio, the customer service company behind viral e-commerce and rapidly-growing tech companies, today announces it has partnered with Loris to keep advancing customer service and BPOs as we know them. Loris is the AI platform that equips CX leaders with the real-time intelligence they need to help proactively identify and resolve emerging threats from customers that can negatively impact revenue and brand reputation. ...

The CX Leader’s Primer: Navigating Generative AI without the Jargon

If you are a leader in a CX organization, you probably have seen a lot of demos of AI capabilities that seem to really “get” the language of customer support in the past year - from more intuitive chatbots to tools that help agents write their messages according to brand tone. You have heard that what drives this magic is ChatGPT and Generative AI, and that this is about to change EVERYTHING. This post will explain the main concepts behind these developments without technical jargon. After reading it, you as a CX leader will understand: 1. what these concepts are 2. why they matter 3. how they are different from what existed before, and 4. what it means to you So, where is this all going? What will a customer service org look like in the near future?...