Loris: AI-Powered Quality Assurance for Customer Support
Loris provides AI-powered tools to optimize customer support conversations, improving empathy, efficiency, and resolution rates.
Overview
Loris.ai delivers an AI-driven quality intelligence platform that helps CX leaders understand customer intent, agent performance, and operational issues. With Voice of the Customer insights, AutoQA, and real-time CoPilot suggestions, Loris enables better CX with less manual overhead.
Positioning
- AI-powered solutions for empathetic and efficient customer support.
- Real-time assistance to improve agent responses.
- Proven to enhance resolution rates and customer satisfaction.
- Trusted by leading enterprises across industries.
- Scalable platform tailored for modern customer support teams.
Differentiation
- End-to-end QA + VoC + Agent Assist from one vendor
- Automated, real-time, and battle-tested for CX
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Introduction
For organizations seeking to improve customer support and enhance agent communication, Loris offers an AI-driven platform that optimizes chat interactions and provides real-time guidance. CXponent provides expert guidance to help you implement Loris’ solutions to drive better customer experiences and boost team performance.
Key Features
- Real-Time Agent Guidance: Provide agents with instant recommendations for handling customer chats effectively.
- Sentiment Analysis: Use AI to gauge customer emotions and adjust responses to improve satisfaction.
- Dynamic Response Library: Equip agents with pre-approved, customizable responses to ensure consistency and compliance.
- Analytics and Reporting: Monitor team performance and uncover actionable insights for continuous improvement.
- Seamless Integrations: Works with major CRM and helpdesk platforms for a unified customer support experience.
Use Cases
- Customer Support: Improve agent performance and resolution times with real-time guidance and sentiment analysis.
- Quality Assurance: Monitor and analyze customer interactions to ensure compliance and identify training opportunities.
- Sales Enablement: Support chat-based sales teams with dynamic responses and personalized recommendations.
Pricing Models
Loris offers a subscription-based pricing model with tiers based on team size and feature requirements. Custom packages are available for larger organizations or specific use cases, such as advanced analytics or compliance needs.
Technical Requirements
- Cloud-based platform accessible via secure web interface.
- Integration capabilities with major CRM and chat platforms, such as Salesforce and Zendesk.
- APIs available for advanced customization and workflow automation.
Business Requirements
- Commitment to improving customer satisfaction and streamlining agent workflows.
- Collaboration between support and IT teams to ensure smooth integration and adoption.
- Defined KPIs for measuring success, such as reduced resolution times and improved CSAT scores.
Implementation Timeline
- Timeline: Implementation typically takes 3-4 weeks, including setup, integration, and agent training.
- Training: Equip agents and managers with training on using Loris’ dynamic response library and sentiment analysis tools.
- Considerations: Engage key stakeholders to align goals and ensure successful adoption across teams.
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