Meet Coach
Coach is your operations agent, working across Lorikeet to spot issues, find opportunities, and act on them for you. Whether it's maintaining knowledge bases, improving workflows, running simulations, or reviewing individual conversations, Coach helps you care for customers like never before.
Your operations teammate
Sitting across your whole operation, Coach gives you the power to understand, manage, and improve your customer experience without writing a line of code. With Coach, you just ask, it's handled for you, and you're updated at each step.
Describe to configure
Workflow building, configuration, testing, simulations, analysis – run everything through conversation.
Wherever you work
Talk to Coach wherever you work, whether in Lorikeet, Slack, Claude, ChatGPT, or via MCP.
You're in control
Coach can implement improvements on your behalf, or make suggestions for you to action yourself.
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.
Dan Marshall
CX Operations Lead
Ask. Build. Test. Ship.
Explain what you need, and Coach configures your Concierge for you, building workflows, connecting tools and setting rules for how you like to serve customers.
Configure through conversation
Coach can configure every part of Lorikeet for you. No need to get in the weeds or retrain your team. Simply describe what you want and Coach handles the rest.
Test workflows automatically
Ask Coach to run simulations, test results and implement improvements, then set up A/B experiments to compare different interaction approaches.
Debug conversations on the fly
Coach samples and scores every ticket against your specific standards, then surfaces statistics and generates reports instantly, so you're never out of the loop.
Deliver quality, effortlessly
Coach evaluates every customer interaction handled by your team and your AI Concierge against your bar for quality, scoring them against custom standards.
See performance in real-time
Coach scores every single conversation as it happens – whether by your human team or your Concierge – against your quality criteria and surfaces emerging issues.
Proactively address quality
Define what quality means for your team and Coach will set policies, weightings, and pass or fail criteria, then fix issues related to resolution rate and reliability for you.
Get answers instantly
Whether you need a birds-eye view or detailed answer, just ask and Coach will generate charts, reports and breakdowns as needed, no fiddling with dashboards.
Build with Coach
Talk to your knowledge base
Run analytics through conversation. Whether you want to surface patterns, find problems, pull data, or implement improvement opportunities, Coach surfaces what you need.
Conversational analytics
Ask questions in natural language, know why things happened and get direct answers, no SQL required.
Thematic analysis
Auto-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 buggy workflow – it proposes the fix and implements it with your approval.
Find the cause
Ask Coach to surface root causes, whether it's a knowledge gap, policy conflict, or workflow issue, so you're always in the loop on what works and what doesn't.
Receive guidance
Coach provides specific recommendations – update this FAQ, adjust that workflow rule, add this missing knowledge – to make your process as good as possible.
Maintain control
Track how changes land and generate instant reports with certainty that you're meeting your obligations, so you have confidence in compliance and reporting.
