Lorikeet's Coach and MCP (Model Context Protocol) integration give you conversational control over your entire Lorikeet platform - you can build inbound and outbound workflows for customer engagement across the entire lifecycle. You can configure workflows, diagnose tickets, audit your knowledge base, and analyze performance, all through natural language.

Here are real customer stories about what this change means in practice.

Elevate From Operator to Strategist

The hidden cost of manual configuration and auditing isn't just time. It's focus. When operators spend their days in the weeds, strategy suffers. Teams grow to handle operational load instead of expanding capability.

Coach changes the ratio. Less time operating the system. More time improving the business.

What this looks like:

• "Set up a simulation batch for the refund workflow with 3 different customer scenarios and run them."

• "Compare this week's performance to last week. What should I prioritize?"

• "Draft a summary of automation wins this month for the leadership update."

Small teams can own more. Operators become architects. The work gets more interesting.

Arbor is a leading energy broker helping households across 13 US states save on electricity. With a 4.7-star rating on Trustpilot and $7.5M+ in documented customer savings, their AI agent Olive has become a standout, and their Head of Customer Operations now focuses on strategy instead of audits:

"For me personally, it means rising above the operational minutiae and being able to focus on strategy. For my team, they can have expanded ownership, and we can keep the team small and engaged, make the work exciting and worthwhile. We no longer have to rely on manual work or review. We just have a conversation with Coach to diagnose and configure Lorikeet."
- Jess Mishlove, Head of Customer Operations, Arbor

Configure Through Conversation

Traditional automation requires translating business logic into system logic: building nodes, adding tools, testing iterations. It's slow, technical, and keeps operators dependent on engineering support.

With Coach, you describe what you need. The system builds it.

What this looks like:

• "Create a natural language workflow that handles refund requests by checking order status, verifying the return window, and processing the refund."

• "Add an API tool that calls our order management system's GET /orders endpoint with the customer's email."

• "Here are the 13 paths a customer can go through for this scenario. Build them out."

Workflows, tools, integrations, auth configs, scrapers: the entire configuration surface is accessible through conversation.

Mosh is Australia's leading men's digital health clinic, connecting patients with registered doctors via telehealth for hair loss, sexual health, skincare, and mental health. Their Customer Service AI Lead went from week-long workflow builds to same-day shipping:

"Game changing. Before, I was making individual nodes, adding tools one by one, testing each iteration. That would take a week or two. Now I just explain the scenario. It starts creating the nodes and paths for me, and I fine-tune it. It made me feel like a conductor."
- Joel Sheehan, Customer Service AI Lead, Mosh

Diagnose and Act in Real-Time

When something goes wrong, the clock is ticking. Traditional debugging means clicking through UIs, cross-referencing logs, rebuilding context every time you return to an issue.

Coach understands your configuration, your tickets, and your history. It meets you where you are.

What this looks like:

• "Pull up all escalated tickets from the last month. What went wrong and why did the customer get escalated?"

• "Show me all tickets from the last hour where the refund workflow failed."

• "The automation rate dropped this morning. What changed?"

Root cause analysis that used to take 20 minutes takes seconds. And when you're ready to fix it, you can make the change in the same conversation.

Summ (formerly Crypto Tax Calculator) is the leading crypto tax software, backed by Coinbase Ventures and supporting 3,500+ integrations across exchanges and DeFi protocols. When tax rules change or edge cases emerge, their team needs to move fast:

"When I'm under pressure and need to make changes fast, Coach just gets it. I jump in, explain where I'm at, and it infers exactly what I'm trying to do. No rebuilding context, no wasted time, just high-quality outcomes. It raises the ceiling for what I can actually deliver."
- Ben Melbourne, Summ

Understand Performance at a Glance

CX leaders are often drowning in data but starving for insight. Metrics live in dashboards. Quality issues hide in ticket logs. Knowledge gaps only surface when customers complain.

Coach turns analysis into conversation.

What this looks like:

• "What's our automation rate for the last 30 days, broken down by channel?"

• "Review all 500 of our knowledge base articles. Which ones are outdated, which topics have gaps, and are there any quality issues? Suggest fixes and new articles for me to review"

• "Which workflows have the highest escalation rate this week?"

Eucalyptus is Australia's largest digital health provider, operating brands like Juniper, Pilot, and Kin across weight loss, men's health, and reproductive care. Recently acquired by Hims & Hers for $1.15 billion, their Automation Lead uses Coach to cut through complexity at scale:

"I used to dig through data and stitch together reports just to get a read on things. It was slow and often unclear what actually mattered. Now Coach helps me spin up insights in minutes, understand what's happening and where to focus, and set our team's priorities with confidence. It makes acting on data much more straightforward."
- Maria Dela Peña, Automation Lead, Eucalyptus

What You Can Do With Coach + MCP

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Coach is available to all Lorikeet customers. MCP integration works with Claude, Cursor, and other AI tools that support the Model Context Protocol.