Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
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.
Company Differentiation
500M+ interactions analyzed with proprietary models
Fast implementation, no tuning or long setup required
Insights cover human and virtual agent interactions
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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 and Benefits
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.
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.
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.
Qualifying Questions
What challenges do your agents face in providing consistent and effective customer support?
Do you currently use sentiment analysis to adjust customer interactions in real time?
Which CRM or chat platforms does your organization use, and is integration important?
What metrics are most critical for evaluating the success of your customer support team?
Implementation Timeline & Considerations
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.
ROI and Business Impact
Improved Agent Performance: Real-time guidance helps agents resolve issues faster and more effectively.
Operational Efficiency: Reduce average handle times and improve first-contact resolution rates.
Cost Model
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.
Roles of Decision Makers
Customer Support Manager: Oversees adoption and ensures alignment with customer service goals.
IT Leadership: Manages integration with CRM and chat platforms, ensuring technical compatibility.
Training Lead: Ensures agents are equipped to use Loris effectively for optimized customer interactions.
Additional Considerations and Helpful Tips
Start with a pilot program to measure the platform’s impact on agent performance and customer satisfaction.
Leverage Loris’ analytics tools to identify coaching opportunities and refine response strategies.
Encourage agents to provide feedback on the platform to improve usability and effectiveness.
Next Steps
Ready to elevate your customer support operations with Loris? Contact CXponent for expert guidance on implementing Loris’ AI-driven platform to enhance customer satisfaction and operational efficiency.
Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.
Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.
