#USA #San Francisco #Coach #Lorikeet #AI Concierge

Introduction

In a groundbreaking move for the customer experience industry, Lorikeet has introduced Coach, a cutting-edge AI that revolutionizes how businesses interpret and manage their support metrics. Unlike traditional tools that merely indicate problems, Coach proactively analyzes every interaction and suggests solutions, making it an invaluable asset for Customer Experience (CX) teams.

The Need for a New Approach

As businesses increasingly rely on a combination of human agents and AI to manage customer interactions, the complexity of support operations rises. Steve Hind, the CEO of Lorikeet, highlights a common pain point faced by CX teams: “Support ops teams are flying blind. They can see aggregate metrics like CSAT and response times but often have to spend hours trying to understand root causes.” This tedious process not only consumes time but also delays necessary actions to enhance customer satisfaction.

Coach aims to eliminate this challenge by offering a comprehensive solution that evaluates 100% of support conversations, diagnosing performance issues along the way. By implementing fixes automatically, Coach closes the loop on CX analytics, transitioning from insight generation to actionable results.

How Coach Works

Comprehensive Evaluation

Coach is designed to assess every customer interaction, whether it is managed by humans, AI, or a combination of both. Its ability to provide total coverage means businesses can benefit from insights that were previously missed by conventional analytics tools, which typically only sample a small percentage of interactions.

Teams will no longer grapple with understanding fluctuating metrics like CSAT scores. Instead, they can ask specific questions like, “Why did CSAT drop last week?” and receive comprehensive answers backed by precise data.

Interactive Engagement

One of Coach's standout features is its natural language processing capability. CX teams can converse with Coach rather than toil through reports. This engagement makes it easy for anyone in the organization to gain insights from Lorikeet’s data effectively, as it integrates seamlessly with popular communication platforms such as Slack, ChatGPT, and Claude.

Automated Solutions

Upon identifying a gap in performance, Coach not only proposes remedies but can also simulate the changes in a testing environment. Once a solution is verified, it can be deployed with a single click, reinforcing efficiency in operations. This twofold approach ensures that teams can understand issues and act on them promptly.

Real-World Application: Healthtech Partnership

The effectiveness of Coach is exemplified through its adoption by HotDoc, a telehealth platform serving over 13 million patients. Dan Marshall, CX Operations Lead at HotDoc, remarked on the transformative impact of Coach, stating, “Coach's combination of automated QA and thematic analysis is solving our problems - this will help us track quality metrics while simultaneously surfacing the themes that matter.”

This partnership illustrates how traditional challenges in industry-specific contexts can be overcome through innovative technology.

Future of Customer Support Operations

Lorikeet’s Coach is designed for the mixed work environments of modern customer support, accommodating both human and AI-driven interactions. As the trend leans toward deploying AI solutions, traditionally focused QA tactics fall short. Coach addresses these shortcomings, ensuring the maintenance of consistent quality standards across all types of support.

For industries with stringent compliance requirements, such as healthcare and finance, Coach provides a necessary solution for ensuring that organizations meet regulatory standards effectively.

A Commitment to Quality

To hold itself accountable, Lorikeet offers a Quality Guarantee. They pledge to refund clients for any tickets processed by Coach that do not meet established quality parameters. As Steve Hind put it, “If our AI fails your quality standards, you shouldn't pay for it.” This promise underscores Lorikeet’s commitment to transparency and quality.

Conclusion

The introduction of Coach by Lorikeet marks a pivotal moment in the customer experience landscape. By offering an AI-driven solution that integrates seamlessly into existing workflows, it empowers teams to derive actionable insights from their support metrics effectively. With Coach, businesses stand to enhance their customer support processes and ultimately improve satisfaction levels, demonstrating that the future of CX is not just about response, but about understanding and resolving the underlying issues efficiently.