Overview

Loris is a Conversational Intelligence tool designed for leading brands that aims to transform customer interactions into opportunities for insight, optimization, and growth.

Leveraging a library of AI models trained on a multitude of real customer service conversations, Loris seeks to automate and enhance time-consuming customer service and conversation review processes without sacrificing accuracy.

This results in a synergy of efficiency and reliability paired with the benefit of deeper insights into customer interactions. The AI is particularly adept at identifying recurring or inherent customer issues, thus helping businesses discover the root cause of frequent customer concerns.

Loris also offers real-time assistance to agents, enabling them to respond effectively during customer interactions. Furthermore, Loris is versatile and adaptable with potential use cases across various sectors, including BPOs, customer-centric brands, Fintech & Financial Services, Retail & E-commerce, and Telecom.

Its domain expertise in customer experience makes Loris suitable for businesses aiming to elevate their customer service and gather valuable insights from their interactions.

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Initial release

December 17, 2021

Initial release of Loris.

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Pros and Cons

Pros

Transforms customer interactions

Aids growth opportunities

Conversation automation

Preserves conversation accuracy

Increased efficiency

Reliable performance

Identifies common issues

Real-time agent assistance

Versatile tool applications

Adaptable to various sectors

Domain expertise in customer experience

Used in Fintech & Financial Services

Can be employed in retail & E-commerce

Applicable to telecom sector

Customer-centric approach

Generation of valuable insights

Identifies root causes of problems

Enhances conversation review processes

Improves customer service quality

Automates time-consuming tasks

Compatible with existing service platforms

Useful for BPOs

Conversational Intelligence

Real-time sentiment analysis

Real-time guidance for agents

Automated quality assurance

100% conversation audit

Agent performance improvement

Automates conversation scoring

Streamlines agent coaching

Identifies improvement areas

Increases CSAT Scores

Faster QA Process

Faster Handle Times

Greater QA Coverage

View 30 more pros

Cons

No explicit language support

No integration with social media platforms

Doesn't support voice interactions

No explicit multi-channel support

No automated workflows

Limited sectors of use

Requires existing customer service platforms

No explicit data security measures

No available offline mode

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Q&A

What is Loris?

Loris is a Conversational Intelligence tool that is geared towards elevating the standard of customer service for leading brands. It delivers actionable insights and optimization opportunities by effectively transforming customer interactions.

What are the key features of Loris?

Loris offers a myriad of features such as automation and enhancement of customer service process, efficient conversation review, problem identification, agent support in real-time, and adaptability across various sectors. It's featured products include tools for generating customer insights, conducting automated quality assurance, and providing agent training and guidance.

How does Loris work?

Loris functions by using a library of AI models that have been trained on a wide range of actual customer service interactions. These models enable Loris to efficiently automate the review process of customer service conversations and accurately identify recurring or inherent customer issues. Loris also provides real-time assistance to agents during customer interactions.

How does Loris automate customer service?

Loris automates customer service by leveraging AI models trained on millions of real customer service conversations. These models support the automatic audit of customer interaction data, help discover the root causes of frequent customer issues, and provide on-the-spot assistance to agents, guiding them towards effective responses.

What sectors can Loris be used in?

Loris is versatile and can be adapted to a variety of sectors including BPOs, customer-centric brands, Fintech & Financial Services, Retail & E-commerce, and Telecom.

How can Loris enhance time-consuming customer service processes?

Loris streamlines time-consuming customer service processes by automating the review of customer interactions, and providing a deep understanding of inherent customer issues. This leads to a unity of increased speed and reliableness, greatly boosting existing customer service efforts.

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In what way does Loris provide real-time assistance to agents during customer interactions?

Loris offers real-time assistance to its users by guiding agents during live customer interactions. The AI models suggest the right responses at the right time, thus improving policy compliance, enhancing customer satisfaction, and shortening agent ramp time.

What specific insights can Loris provide about customer interactions?

Loris provides insights into why customers may be frustrated, unearths the needs hidden in every conversation, and highlights opportunities for improvement and efficiency. It aids in understanding the root cause of frequent or emerging customer issues, thereby enabling the creation of relevant solutions.

How is Loris using AI to transform customer interactions?

Loris uses AI to transform customer interactions by applying deep learning to understand conversation content, sentiment, and context. This process allows the tool to identify overarching customer issues, generate actionable insights, and help agents provide more tailored and effective responses.

What is the purpose of the library of AI models in Loris?

The purpose of the library of AI models in Loris is to provide a deep understanding of customer service conversations. They are trained on millions of real customer conversations which enable them to assist in auditing conversations, discover customer issues, provide real-time agent assistance, and generate valuable customer insights.

In what ways can Loris improve the efficiency and accuracy of customer service?

Loris boosts customer service efficiency and accuracy by automating the review process of customer interactions, effectively identifying inherent customer issues, and providing real-time assistance and guidance to agents. This enables quicker responses and resolutions, higher accuracy in addressing customer concerns, and ultimately results in improved customer satisfaction.

How does Loris identify recurring customer issues?

Loris identifies recurring customer issues by meticulously scanning and analyzing the content, sentiment, and context of every customer service conversation. It leverages deep learning to understand recurring themes and issues, ultimately enabling businesses to identify and tackle the root cause of frequent customer concerns.

What kind of businesses is Loris most suited for?

Loris is best suited to businesses that prioritize customer experience and are seeking to harness insights from customer interactions to drive growth and optimization. This includes sectors such as BPOs, customer-centric brands, Fintech & Financial Services, Retail & E-commerce, and Telecom.

What are the benefits of using Loris for customer-centric brands?

For customer-centric brands, Loris can provide insightful perks by uncovering why customers are frustrated, understanding the needs hidden in each conversation, and creating solutions that greatly enhance the overall customer experience. Additionally, the real-time support it offers to agents boosts prompt problem resolution and enhances customer satisfaction.

How does Loris provide agent support?

Loris provides agent support by acting as a real-time assistant during live customer interactions. It offers real-time sentiment analysis and best-practice recommendations to agents, helping them to respond effectively and promptly to customer queries or concerns.

What is the customer experience analysis feature in Loris?

The customer experience analysis feature in Loris allows businesses to understand why customers may be frustrated, reveal the needs hidden in every interaction, and identify the opportunities to improve both the customer experience and company strategy. It does this by automatically auditing all conversations, discovering the root causes behind frequent customer issues, and giving on-spot assistance to agents.

Does Loris offer a demo of its capabilities?

Yes, Loris does offer a demo of its capabilities. Interested individuals or businesses can book a demo via the 'Book a Demo' button on their website.

How can Loris help improve customer satisfaction?

Loris can help improve customer satisfaction by providing real-time guidance to agents, enabling them to respond appropriately during live customer interactions. This, coupled with its ability to identify common problems and advice on the most effective response, ensures a high-quality, personalized service that leads to enhanced customer satisfaction.

What kind of growth opportunities can Loris provide for a business?

Loris can facilitate growth opportunities for a business by transforming every customer interaction into insightful and actionable data. This enables businesses to understand their customers better, improve their services, and uncover new strategies and revenue opportunities.

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