Lorikeet Launches Coach: The First AI That Tells You Why Your Support Metrics Move-and Fixes the Problem
Lorikeet has launched Coach, an AI co-worker for CX teams that explains why your metrics change and implements fixes with your approval. It reviews 100% of conversations across human, AI, and hybrid workflows. You get the "why," the recommended action, and a path to deploy the change.
"Support ops teams are flying blind," said Steve Hind, CEO of Lorikeet. "They can see aggregate metrics like CSAT, response times, or AI resolution rates, but often have to spend hours - often hours they don't have - trying to understand root causes and what actions will improve performance."
Why this matters for CX leaders
Most tools tell you something slipped; few tell you why-and what to do next. Coach closes that loop. It acts like an analyst and operator in one: surfaces the root cause, proposes fixes, tests them, then ships with one click.
From insight to action
Coach is an agent you talk to, not a dashboard you decode. Ask questions in plain language like "why did CSAT drop last week?" or "show me the worst-performing tickets on refunds." Coach connects in Slack, ChatGPT, and Claude so teams can use it where they already work.
"We're building for a world where the agent is the interface," said Hind. "Instead of clicking through reports, you ask questions. Instead of manually diagnosing issues, you review Coach's analysis. The operations team's job shifts from doing the work to directing it."
How Coach works
- Evaluates everything: Scores 100% of human and AI conversations against your quality rubric, tracking performance by topic, agent, channel, and time. No sampling.
- Answers with evidence: Every answer comes with the data behind it, so you can validate and move quickly.
- Fixes problems: Proposes changes, tests them in simulation, and deploys with one click for Lorikeet customers.
- Tests before you ship: Generates realistic customer profiles and scenarios from your historical patterns. Run workflows repeatedly, find weak spots, and fix them before customers feel it. A/B tests included where needed.
- Sets up your Concierge: Conversational setup for your Lorikeet configuration so your customer-facing Concierge can call tools and execute tasks end-to-end.
Built for modern support operations
Coach gives you a single system to measure quality across human agents, AI agents, and hybrid flows. Traditional QA was built for sampling a small subset; Coach expects full coverage and consistent standards.
- Human + AI comparability: Same rubric, same scoring, same view across the entire queue.
- Automation-specific checks: Flags issues like internal jargon leaks, contradictions with your knowledge base, or drifting from your brand voice.
- Compliance confidence: For teams in healthcare, financial services, and regulated sectors, Coach supports reporting you can stand behind.
In production: Healthtech support insights
HotDoc, a telehealth platform used by over 13 million patients, partnered with Lorikeet for automated QA and topic analysis.
"Our CX and Product teams needed deeper systematic support insights, but between inconsistent tagging and PII restrictions in Zendesk, we couldn't deliver reliable analysis," said Dan Marshall, CX Operations Lead at HotDoc. "Coach's combination of automated QA and thematic analysis is solving both problems - this will help us track quality metrics while simultaneously surfacing the themes that matter to both our clinics and our patients. The Lorikeet team really understood our constraints and built the segmentation and export capabilities we needed."
Aligned incentives: Lorikeet's quality guarantee
Lorikeet pairs its resolution-based pricing with a simple promise: if its AI handles a ticket that fails Coach's review against your quality standards, they refund the charge. "We're putting our money where our mouth is," said Hind. "If our AI fails your quality standards, you shouldn't pay for it. Coach makes that accountability possible."
Availability
Coach is available to Lorikeet customers across North America, EMEA, and Asia-Pacific. It's also offered as a standalone product for any support stack-human, AI, or hybrid-seeking full visibility into conversation quality.
Learn more or request a demo at lorikeetcx.ai.
Practical next steps for your team
- Connect Coach to Slack so the whole team can ask questions in-channel and act on insights faster.
- Define a simple, customizable QA rubric that applies to both humans and AI, then move to full coverage.
- Use simulation to stress-test high-volume and high-risk workflows before deploying changes.
- Set guardrails for terminology and brand voice; have Coach flag drift automatically.
- Run A/B tests on replies, macros, and AI prompt updates to quantify lifts in CSAT and resolution rate.
Upskill your CX team on AI
If you're building AI capability across your support org, explore curated learning paths by role at Complete AI Training.
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