Your support team can see aggregate metrics like resolution rate and CSAT. But when those numbers move, do you know why?
Most teams sample 2-5% of tickets for quality review. They can see WHAT happened (CSAT dropped 8 points), but have no visibility into WHY it happened. By the time you manually sample enough tickets to spot a pattern, it's already cost you customers.
Coach changes that. It evaluates 100% of support conversations, diagnoses performance issues, and implements fixes
Meet Coach
Coach is an AI agent you talk to, not another dashboard you need to check.
Ask Coach questions in natural language like "why did CSAT drop last week?" or "show me the poorest quality tickets related to refunds" and get answers with data to back them up. Coach connects to Slack, ChatGPT, and Claude, meeting you where you and your team already work.
Behind the scenes, Coach provides AI-powered monitoring for every conversation, whether handled by humans, AI, or both. It surfaces insights that would take hours of manual investigation, diagnoses why your metrics are moving, and when it finds issues, proposes fixes you can implement.
We're building for a world where the agent is the interface. Instead of clicking through reports, you ask questions. Instead of manually diagnosing issues, you review Coach's analysis. Your job shifts from doing the work to directing it.
Four key questions Coach answers
Why are customers contacting you?
Coach automatically clusters tickets into topics and tracks them over time. You see what's spiking before it becomes a crisis.
You don’t need to manually tag conversations or guess which issues matter most. Coach provides clear visibility into what's driving volume
What is our quality of response like?
Coach evaluates every conversation (human or AI) against your specific quality standards and assigns a Ticket Quality Score (TQS). You define what matters (e.g. empathy, policy adherence, resolution completeness), and Coach scores every ticket accordingly. While TQS is a Lorikeet metric, Coach also supports CSAT and other industry standard metrics.
This is AI customer service quality assurance at scale, with 100% coverage rather than 2-5% sampling. Coach ensures consistent evaluation, not subjective judgment that varies by reviewer.
For teams running AI support, Coach catches failure modes specific to automation that traditional QA tools weren't designed to detect: exposing internal terminology, contradicting your knowledge base, drifting from your brand voice.
How is your support performing?
Coach provides analytics and reporting on resolution and escalation patterns across your entire operation. You see where automation succeeds and where it needs support. Where human agents shine and where they struggle.
It works the same way for AI and human agents with consistent standards and consistent visibility. Whether you're scaling AI, managing a human team, or running both, Coach gives you one system for all of it with the ability to compare performance across your entire operation
How can you improve?
Coach doesn't just show you charts. It gives you specific, actionable recommendations tied to the issues it finds and implements them.
Quality dropping on refund requests? Coach tells you which reference materials need updating and can make the fix. Escalations spiking on account access? Coach shows you the exact conversation patterns causing problems and proposes solutions you can deploy with one click.
From diagnosis to fix, not just "something's wrong."
The connected insight
The challenge with improving your company's CX isn't lack of data. It's the time and resources needed to connect the dots. Coach does the investigation work for you so that hours of manual analysis becomes insights delivered in minutes.
When Coach identifies a quality dip, it doesn't just tell you "CSAT dropped." It traces the problem to its source: "CSAT dropped 12% on refund requests because your FAQ article contradicts your returns policy."
You go from reactive (something's broken, we need to figure out why) to proactive (here's exactly what to fix and why it matters).
Built for how you actually work
Coach helps set up your Lorikeet configuration conversationally. Explain what you need, and Coach can configure your customer-facing Lorikeet Concierge to interact with customers, call tools, and execute tasks.
Before you ship changes, Coach lets you test them. It generates realistic customer profiles and scenarios based on your ticket patterns, so you can run a workflow dozens of times, see where it breaks, and fix it before customers are affected. It also sets up A/B tests where you want them.
Whether you're evaluating AI agents for the first time and need a quality baseline, or you're already running AI support and need to understand what's driving performance, Coach gives you the visibility to make confident decisions.
For companies with strict compliance requirements, Coach allows you to report with certainty that you're meeting your obligations. Complete coverage means complete accountability.
Coach Deployed for Healthtech Support Insights
HotDoc, a telehealth platform used by over 13 million patients, partnered with Lorikeet for Coach's automated QA and topic analysis capabilities.
"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."
Lorikeet's Quality Guarantee
With Coach we're putting our money where our mouth is. Lorikeet has committed to refunding charges for any tickets handled by its AI that fail review by Coach.
If our AI fails your quality standards, you shouldn't pay for it. Coach makes that accountability possible.
Get started
Coach is available now for AI customer support monitoring and quality assurance. It works with Lorikeet customers and is also offered as a standalone product for companies using any support solution (human, AI, or hybrid) who want complete visibility into their conversation quality
