SAN FRANCISCO, UNITED STATES — Lorikeet, the AI customer support platform for regulated industries, today announced a strategic partnership with Horatio, a leading provider of outsourced customer support and back office teams. The partnership addresses a critical factor in outsourced support: maintaining consistent quality oversight when conversations are distributed across external vendors, internal teams, and AI agents and systems.
The Partnership
Through this collaboration, Horatio clients have the option to access Lorikeet Coach, an analytics platform that automatically evaluates and coaches agents on 100% of support tickets - whether handled by Horatio's trained agents, in-house staff, or AI. Coach gives data-driven leaders complete visibility into quality and performance across their entire support operation across all channels, including voice.
"Our clients expect exceptional service quality, and maintaining oversight across distributed teams is an important part of that," said Jose Herrera, CEO at Horatio. "With this partnership, Lorikeet Coach will give customers more granular diagnostic insights while showcasing the quality our teams deliver every day.
The partnership enables Horatio to further differentiate its offering in an increasingly competitive market where clients demand both operational flexibility and measurable quality guarantees.
"Your customers deserve the highest standard of support - whether delivered by your team, Horatio's team, or AI agents. Lorikeet Coach analyzes 100% of tickets, finds insights and proactively suggests improvements", said Steve Hind, CEO of Lorikeet. "This partnership gives companies Horatio's human expertise backed by powerful AI QA and coaching."
How It Works
Lorikeet Coach transforms unstructured ticket data into actionable intelligence using fully customizable quality scorecards. Rather than monitoring surface-level metrics, companies define what "quality" means for their brand - whether that's policy compliance, brand voice consistency, or specific customer experience standards.
The platform automatically:
Evaluates every conversation against company-specific quality criteria
Breaks down performance by topic, agent, and issue type
Flags quality problems and reveals not just what's failing, but why
Provides 100% coverage versus traditional 2-5% sampling approaches
This comprehensive approach works seamlessly across Horatio's outsourced teams, internal staff, and Lorikeet's own AI agents, creating a single source of truth for customer support quality.
About Horatio
Horatio provides trained, outsourced customer support teams for companies that need to scale quickly without sacrificing service quality. With flexible engagement models and a proven track record of authentic brand representation, Horatio helps growing companies deliver exceptional customer experiences while maintaining operational agility.
About Lorikeet
Lorikeet provides AI customer support solutions designed for regulated industries, including healthcare and financial services. The company's platform combines autonomous AI agents with Coach, its analytics platform that maintains quality standards across all customer interactions. Lorikeet's Quality Guarantee refunds customers if Coach identifies an issue with an AI-handled ticket.
Availability
The partnership is effective immediately. Horatio clients and companies interested in combined outsourced support with AI quality analytics can visit Lorikeet coach or contact Horatio directly at www.hirehoratio.com.
