Turn insights into action.
Lorikeet Coach shows you what’s really happening and what to do next, then makes improvements across every ticket, every interaction, human or AI.
Built for modern support
Coach was built for the reality most companies now face: a mix of human agents, AI agents, and hybrid workflows—with no unified way to measure quality across all of them.
One system
One system — Compare human and Al support with the same tool, same standards.
Multiple channels
Access coach from wherever you work, whether in Slack, Claude or ChatGPT
Failure modes
Catch issues traditional QA misses: exposed internal terminology, knowledge base contradictions, brand voice drift.
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. 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.
Dan Marshall
CX Operations Lead
Coach configures for you
Explain what you need, and Coach configures your customer-facing Concierge to interact with customers, call tools, and execute tasks.
Natural language setup
Describe your workflows in plain English and Coach asks clarifying questions, then builds them.
A/B testing
Set up experiments when you want to compare approaches.
Simulation testing
Test changes against realistic scenarios and Coach provides recommendations before they go live.
Coach evaluates everything
Coach evaluates every conversation—human and AI—against your quality standards, scoring them on a customizable rubric.
Full coverage QA
Score 100% of tickets against your quality criteria, not just the 2-5% you can manually review.
Customizable scorecards
Define what quality means for your team with configurable policies, weightings, and pass/fail criteria.
Accuracy you can trust
Get notified when quality drops or anomalies emerge, including 'not rated' states when uncertain.
Coach answers questions
Ask "why did CSAT drop last week?" and get an answer with the data behind it. Coach connects into Claude, ChatGPT, and Slack—meeting teams where they already work.
Conversational analytics
Ask questions in natural language, know why things happened and get direct answers, no SQL required.
Thematic analysis
Automatically categorize conversations to reveal what's driving contact volume and where problems emerge.
Trend detection
Ask Coach about emerging trends and spot spikes in specific topics as they happen, before they escalate.
Coach fixes problems
When Coach identifies a gap—a missing knowledge base article, a misconfigured workflow—it proposes the fix and, with approval, implements it.
Root cause detection
Surface root causes, whether it's a knowledge gap, policy conflict, or workflow issue.
Guided fixes
Get specific recommendations: update this FAQ, adjust that workflow rule, add this missing knowledge.
Compliance confidence
Track how changes land and generate instant reports with certainty that you're meeting your obligations.
