Unleash the Power of Customer Conversations with Loris

Table of Contents

1. Introduction
2. The Importance of Customer Conversations
3. Mining Customer Conversations for Insights
4. Loris: The AI-powered Solution
   • 4.1 How Loris Gathers and Refines Insights
   • 4.2 The Role of AI and Machine Learning Models
5. Understanding Customer Sentiment with Loris
   • 5.1 The Sentiment Graph
   • 5.2 Differentiating Sentiment Targets
6. Contact Drivers: Uncovering the Reasons for Customer Outreach
7. Review Reasons: Identifying Opportunities for Improvement
   • 7.1 Flagging Negative Conversations
   • 7.2 Highlighting Positive Feedback
8. Conversational Quality Score: Evaluating Agent Performance
9. Navigating Loris Insights
   • 9.1 The Single View of Customer Interactions
   • 9.2 Using the Heat Map to Identify Top Issues
   • 9.3 Voice of the Customer Drill Down
10. Unlocking the Insight in Every Conversation

🗣️ Introduction

In today's highly competitive business landscape, understanding your customers and their needs is crucial for success. One valuable source of insight lies in your customer conversations. Every interaction holds a sprinkling of gold, pieces of information that can provide you with a comprehensive understanding of your customer experience. However, extracting these golden nuggets and transforming them into actionable insights requires the right tools. That's where Loris comes in.

📞 The Importance of Customer Conversations

Customer conversations are a treasure trove of information waiting to be explored. By analyzing these conversations, businesses can gain valuable insights into customer sentiment, preferences, pain points, and more. This valuable data can then be used to enhance offerings, improve agent performance, and drive overall business growth. However, the sheer volume and complexity of customer conversations make manual analysis inefficient and time-consuming. That's where Loris steps in to automate and streamline the process.

⛏️ Mining Customer Conversations for Insights

Loris harnesses the power of artificial intelligence (AI) and machine learning to mine and Collect the golden insights Hidden within customer conversations. The AI and machine learning models behind Loris have been trained on millions of Customer Service interactions, ensuring faster and more accurate insight from day one.

🤖 Loris: The AI-powered Solution

4.1 How Loris Gathers and Refines Insights

Loris employs advanced AI algorithms to Gather and refine insights from customer conversations. Within each conversation, Loris provides a sentiment graph that acts as a road map of the customer's emotions throughout the interaction. By analyzing what customers are telling the agent, Loris can identify the specific points at which customers felt positive or negative.

4.2 The Role of AI and Machine Learning Models

To further differentiate between the focus of customer feelings, Loris introduces the concept of sentiment targets. These targets help distinguish whether the customer's dissatisfaction Stems from the agent's handling of the inquiry, company policies, or specific products and services. This level of granularity allows businesses to pinpoint areas for improvement accurately.

💡 Highlights

• Customer conversations hold valuable insights for businesses.
• Loris uses AI and machine learning to automate the analysis of customer conversations.
• The sentiment graph helps Visualize customer emotions throughout interactions.
• Sentiment targets allow businesses to identify specific areas for improvement.

🤔 FAQ

Q: How does Loris gather insights from customer conversations? A: Loris uses advanced AI algorithms to analyze millions of customer service interactions, providing faster and more accurate insight.

Q: What is the role of sentiment targets in Loris? A: Sentiment targets help differentiate between different areas of customer dissatisfaction, allowing businesses to address specific pain points.

Q: How can businesses benefit from Loris insights? A: Loris insights enable businesses to improve offerings, enhance agent performance, and understand the relationship between tough conversations and customer sentiment.

Q: Does Loris provide a way to compare agent performance? A: Yes, Loris generates a conversational quality score that allows easy comparison of agent performance across all conversations.

Q: Can Loris help businesses identify top issues and areas that need attention? A: Yes, Loris offers a heat map feature that helps businesses pinpoint top issues based on conversation volume and identify agents that need closer attention.