Quality assurance for AI customer service
Coach reviews every conversation across your support operation, human or AI, scores it against your standards and turns findings into fixes.
100% coverage. Not manual spot checks.
Coach QA
Every ticket scored Good, Warning or Critical
Coach’s Ticket Quality Score reviews 100% of conversations against your quality standards, AI and human alike, replacing manual spot checks with full coverage.
Defense in depth
Four layers of quality control
Agent quality, pre-deployment simulations, runtime guardrails and post-conversation QA work together, so issues are caught before, during and after every conversation.
Quality Guarantee
If quality fails, you do not pay
When Coach gives a conversation a bad score, we refund the AI portion of that interaction. Simply put, if our product fails your quality standards, you should not pay for it.
From insight to fix in one loop
Coach does not stop at scoring. It spots issues, finds opportunities and proposes workflow improvements you can validate with simulations and ship, all inside Lorikeet.
Frequently asked questions
How does Lorikeet QA AI customer service conversations?
Coach reviews 100% of tickets, scoring each conversation Good, Warning or Critical against your quality standards. Scores combine AI review with human calibration, covering both AI and human agent conversations.
What is a Ticket Quality Score?
The Ticket Quality Score, or TQS, is Lorikeet’s per-conversation quality rating. Every ticket gets one, giving you full coverage of your support operation instead of the small manual samples traditional QA relies on.
What happens when quality slips?
Runtime guardrails catch sensitive or off-policy moments during the conversation and escalate to your team, Coach flags Warning and Critical conversations for review, and our Quality Guarantee refunds the AI portion of any badly scored interaction.
Does Coach QA human agents too?
Yes. Coach applies the same quality standards across every conversation, human or AI, so you get one consistent view of quality across your whole support operation.
How is this different from traditional QA tools?
Traditional QA samples a few percent of tickets and stops at a scorecard. Coach reviews every ticket and closes the loop: findings become workflow improvements you can test with simulations and ship in the same platform.
