Lorikeet has launched a new AI co-worker designed to help CX teams understand why support metrics change—and automatically act on those insights.
The customer support AI vendor announced the release of Coach, an analytics and operations agent that evaluates every customer interaction across human, AI, and hybrid workflows. The tool diagnoses performance issues such as CSAT drops or resolution delays and can propose—and deploy—fixes with customer approval.
Unlike traditional CX analytics platforms that highlight problems without offering remediation, Lorikeet positions Coach as a closed-loop system that moves teams from insight to action.
Steve Hind, CEO of Lorikeet, said:
“Support ops teams are flying blind, they can see aggregate metrics like CSAT, response times, or AI resolution rates, but often have to spend hours – often hours they don’t have – trying to understand root causes and what actions will improve performance.”
From dashboards to dialogue
Coach is designed as a conversational agent rather than a reporting interface. CX leaders can query the system in natural language, asking questions such as why CSAT declined during a specific period or which ticket types are underperforming. The agent delivers answers alongside supporting data.
To reduce friction for operations teams, Coach integrates with tools including Slack, ChatGPT, and Claude, allowing insights to surface directly in existing workflows.
Steve Hind added:
“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. The operations team’s job shifts from doing the work to directing it.”
Full coverage quality analysis
At the core of Coach is its ability to evaluate 100 percent of support conversations—rather than relying on sampling—against a customizable quality rubric. The platform scores interactions across topics, agents, channels, and time periods, giving organizations a unified view of quality across both human and AI-driven support.
This approach reflects the reality of modern support operations, where AI agents increasingly handle customer interactions alongside human teams.
“Traditional QA was built for sampling a small percentage of human conversations. But whether you’re scaling AI, managing a human team, or running both, you need complete coverage and consistent quality standards. Coach gives you one system for all of it and allows you to compare your human and AI support with the same tool.”
Steve Hind, CEO of Lorikeet
Coach is also designed to identify automation-specific risks, including brand voice drift, exposure of internal terminology, or contradictions within a company’s knowledge base—issues that many legacy QA tools were not built to detect.
From diagnosis to deployment
When Coach identifies a performance gap, it can recommend changes to workflows or AI behavior. For Lorikeet customers, those changes can be tested in simulated environments and deployed with a single click.
The platform also supports pre-deployment testing, generating realistic customer profiles and scenarios based on historical ticket data. Teams can stress-test workflows, run A/B experiments, and identify failure points before changes reach live customers.
Early deployment in healthtech
Telehealth platform HotDoc, which serves more than 13 million patients, has partnered with Lorikeet to deploy Coach for automated QA and topic analysis.
Dan Marshall, CX Operations Lead at HotDoc, said:
“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.”
Quality guarantees and accountability
Alongside the launch, Lorikeet introduced a quality guarantee aligned with its resolution-based pricing model. The company will refund charges for any tickets handled by its AI that fail Coach’s quality review.
Availability
Coach is available immediately to Lorikeet customers across North America, EMEA, and Asia-Pacific. The company is also offering Coach as a standalone product for organizations using other customer support platforms that want comprehensive conversation quality visibility.