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Loris Reviews & Product Details

Transform customer interactions into opportunities for insight, optimization & growth. Automate time-consuming customer service and conversation review processes without compromising accuracy, using deep customer experience domain expertise and a library of AI models trained on millions of real customer service conversations. - Customer Insights: Uncover why customers are frustrated, understand the needs hidden in every conversation, and create solutions to improve not only your customer experience, but also your company strategy. Instantly and all in one place. - Quality Assurance: Stop subjective assessment, listening to long call recordings, and juggling multiple systems. Create consistency at every part of your QA process, automating conversation scoring, streamlining agent coaching, and measuring performance trends at all levels of your organization. - Agent Co-Pilot: Guide agents in live customer conversations, using best practice workflows and real-time sentiment analysis to give the right answer, at the right time. Improve policy compliance, customer satisfaction, and agent ramp time with more predictable interactions, delivered by agents and powered by AI.

Seller

Loris

Languages Supported

English

Product Description

Loris is an AI assistant for text-based conversations (chat/SMS/email/messaging) that plugs into existing customer service platforms. Our real-time coaching software equips customer service teams with live guidance, helping agents respond to requests more efficiently and effectively, ultimately improving Customer Satisfaction Score (CSAT) and Customer Lifetime Value (LTV)

Overview by

Erin Martin

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Loris Media

Turn customer conversations into a valuable source of data, using advanced AI to understand what customers need and how they feel about their experience. Get immediate feedback to influence everything from customer experience to product strategy to company policies.

Loris Demo - Loris CQA (Conversational Quality Assurance)

Add more intelligence to your agent performance QA, using AI to score all interactions and do more reviews in less time.

Guide agents in live customer conversations, using AI to provide real-time feedback on customer sentiment and determine which responses will lead to best outcomes.

Loris Demo - Loris Voice of the Customer dashboard

Data is great. But answers are better. See summaries of what's happening in your Customer Experience so you can spend more time fixing issues and less time finding them.

Find the most recent and relevant interactions for QA review. Select from dozens of criteria, to ensure your team is focusing on the right conversations.

Conversation summarization designed specifically to answer customer service questions.

Loris Reviews (11)

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Verified User in Health, Wellness and Fitness

Mid-Market (51-1000 emp.)

9/26/2023

"Great Support & Customizable"

4/5

What do you like best about Loris?

We have received great implementation/on-going support from the Loris team. We have worked with Christina primarily and she is easily reachable and available for all kinds of requests. She has taken the time to do multiple walkthroughs and never makes you feel like you're a bother. She takes the time to understand the requirements and works to find the best solution possible and prioritize requirements as needed. Review collected by and hosted on G2.com.

What do you dislike about Loris?

While the platform is customizable, it can be frustrating at times when having to wait for smaller requirements to go through. That being said, the team does keep you up to date with expected timelines and proper expectations. Review collected by and hosted on G2.com.

What problems is Loris solving and how is that benefiting you?

Loris is currently helping support our QA process. It allows us to have our QAs complete their weekly audits and those audits be sent to our team leads and finally to our reps so they have visibility on how they are being assesed. The features within the platform help streamline and centralize the audits. It helps to have filters so that we can ensure only tickets with specific criteria are filtering in for audits. The system also has a dispute feature in the event the rep does not agree with how they were audited for a specific ticket.

We are also using Loris to review all our email conversations. The platform provides us a sentiment delta to help us understand where conversations may start to go wrong so we can actively update responses to customers as needed if we find any common trends. The system also allows us to see which tags/types of conversations are generating the most volume within our team. The platform allows us to see how our team is trending overall and then break down into teams and then view specifics for a rep as well.

We have not started using reporting within Loris as yet but we have sent reporting requirements and continue to work together with their team to get this pushed out. Review collected by and hosted on G2.com.

Enis H.

Customer Ops, Head

Mid-Market (51-1000 emp.)

11/7/2022

"Loris review"

5/5

What do you like best about Loris?

n our business, we regularly deal with spikes in volume and we needed a way to handle that increase while also keeping our quality of service consistent. Loris helped us hit our goals by not only making agents faster, but also helping them communicate in a more empathetic way. The integration was super easy and the Loris Customer Experience team was very helpful during setup. Review collected by and hosted on G2.com.

What do you dislike about Loris?

There isn't anything that we disliked about this software; it does its job well and hasn't faced any major bugs or issues until now. Review collected by and hosted on G2.com.

What problems is Loris solving and how is that benefiting you?

Loris provides automated conversation guidance to our agents and allows our supervisors to have real-time insights into agents' performance. Team leads are using Loris to help with quality assurance by identifying coaching moments (both positive and negative) that they can focus on during 1-1 discussions. Loris is also helping us figure out the right amount to spend on appeasements, based on the customer’s scenario and sentiment Review collected by and hosted on G2.com.

Verified User in Consumer Goods

Mid-Market (51-1000 emp.)

9/16/2022

"Collaborative solutions that work for fast paced, data driven companies!"

5/5

What do you like best about Loris?

We were in the market to find a tool that would allow us to tag and categorize common cx trends happening within the contacts to our cx agents. Manually dispositioning contacts is no longer an efficient or effective method of gathering customer insights. Loris was able to offer a solution with intent tagging! Not only did they have this functionality out of the box, but were so receptive and open to finding solutions that would help us share insights not only within our cx space but also with our business functional partners to ensure they are seeing the impact that their initiatives have on our customers. Review collected by and hosted on G2.com.

What do you dislike about Loris?

One downside that was discussed early on was the unique trends that our company faces that are not as easily identifiable via intent tagging as other online D2C retailers. The Loris Team has worked closely with us to find solutions to this by creating self-serve options for us that will allow us to decide and train their model on which experiences to look for and tag! Review collected by and hosted on G2.com.

Ronny M.

Administrator

Mid-Market (51-1000 emp.)

11/11/2022

"Engaging and full of insight!"

5/5

What do you like best about Loris?

I love the easy access you get to the data on Insights, their is so much to explore and the visuals truly help in keeping it engaging, not only for the supervisors but for the agents! Review collected by and hosted on G2.com.

What do you dislike about Loris?

I can't really think of anything I dislike. I wish I could to be able to provide some feedback! But truly love it! Review collected by and hosted on G2.com.

Tony L.

Communication/Care Content Specialist

Mid-Market (51-1000 emp.)

11/2/2022

"Awesome onboarding experience!"

5/5

What do you like best about Loris?

The onboarding experience was by far the best in the industry. They provide all the support that you would need to have a successful launch with your agents and post-launch support to make sure that we are getting the most out of the tool. The Loris tool itself is amazing, and the reports/insights that it provides are something that we weren't getting in our current platform. Huge shout out to Christina and her team! Review collected by and hosted on G2.com.

What do you dislike about Loris?

There was nothing to dislike about Loris. Review collected by and hosted on G2.com.

Alyssa G.

Advocacy and insights

Enterprise (> 1000 emp.)

11/10/2022

"very helpful to see customer insights"

4.5/5

What do you like best about Loris?

Easy to use, and user friendly. Loris is a really great tool to see what your customers are saying Review collected by and hosted on G2.com.

What do you dislike about Loris?

I'm new to using Loris, so I haven't run into any issues yet. Review collected by and hosted on G2.com.

Verified User in Consumer Goods

Mid-Market (51-1000 emp.)

9/21/2022

"Strong partners & good tech for CX"

4.5/5

What do you like best about Loris?

The agent assist technology helps customer experience reps work more efficiently and maintain more consistent quality. The automated intent or category tagging takes that burden off the agent and contributes to our voice of the customer reporting and customer experience operational forecasting. The Loris team are great collaborative strategic partners as well. Review collected by and hosted on G2.com.

What do you dislike about Loris?

It's not for every agent; you could expect some more tenured agents to find the technology disruptive to their workflow because they are more comfortable with their own tactics and macros. Review collected by and hosted on G2.com.

Verified User in Financial Services

Enterprise (> 1000 emp.)

11/14/2022

"Loris and the Customer Experience"

5/5

What do you like best about Loris?

Loris provides a high evel of support for support that is focused on delivering the best experience possible for customers. Review collected by and hosted on G2.com.

What do you dislike about Loris?

I can't wait for the new features to roll out! Loris is evolving and taking into consideration the ever-changing landscape of the customer experience. I'm confident in the direction of this product. Review collected by and hosted on G2.com.

Verified User in Retail

Mid-Market (51-1000 emp.)

9/20/2022

"Great Tool That Supports CX Agents"

4.5/5

What do you like best about Loris?

Flexible and adaptable to what our business needs; the agent assistance tool neatly guides agents through our quality assurance guidelines Review collected by and hosted on G2.com.

What do you dislike about Loris?

AI tool is still learning; agents at times feel the visible representation of customer sentiment is not always accurate Review collected by and hosted on G2.com.