Customers are the reason you do QA. So if you’re only looking at agent performance, you’re missing key context and opportunities to improve your experience, not just your quality program.
Loris AI delivers customer and agent performance insights from millions of conversations. Schedule a meeting to see how.
We’ve moved from a very checkboxy QA form to having deeper conversations about how we’re talking to customers and whether we’re delivering the value in those conversations that we want to drive.
Jon Helin
VP of Customer Support, Calendly
Loris uses a library of proprietary AI models, proven on 1B+ customer service interactions, to understand the complete conversation. Understand not only what the agent did, but also the customer context and impact.
Contact Drivers are organization-specific intent classifiers designed to automatically detect the primary reason for contact
Root Cause provides the core issue behind the customer inquiry based the agent’s discovery and solution process
Review Reasons highlight critical issues you need to address from Escalations and Confusion to Profanity and Regulatory Threats
CQ is a predictive CSAT score that uses the conversation instead of surveys to understand customer satisfaction with your agents
Sentiment Graph provides the conversation’s emotional journey to understand points of friction and how the customer left the interaction
Resolution tells you not only if the customer’s issue was resolved, but also the justification as to why or why not
Easily create & evaluate AutoQA rules
If you don’t know how your AutoQA program is working, you end up manually checking the results. That’s not automation! Loris enables you to create, test, and launch your AutoQA rules – and update them based on real feedback!
QA Tells You What Happened.
AI Analytics Tell You Why.
See why AI analytics are the first step to understanding issues before you try to solve them through QA, AI agents, or your other CX tools.
Named a Cool Vendor in CX Technology by Gartner and Customer Analytics Leader by CMP Research.
Loris uses a combination of pretrained AI models, custom AI models, and LLMs for faster, more accurate results.
Loris has delivered billions of predictions in more than 500M customer service interactions (and counting).
Our team of data scientists continuously tune our AI models, meaning you get better results with less work.
Spot Quality Issues with Human and AI Agents
Loris provides a single place to see agent performance and customer trends, so you can understand where your team needs coaching, where product issues are causing headaches, and where AI agents need further training.
Ready to go deeper?
Let’s chat!
Schedule a meeting to see what’s new in Loris, from AutoQA to AI Agent Analytics to surveyless VOC.
