Lorikeet has launched Coach, an AI co-worker designed to partner with customer experience teams in diagnosing performance issues, understanding metric changes, and automatically implementing fixes. This agentic tool provides comprehensive visibility into support operations by reviewing every ticket—whether handled by humans, AI, or in hybrid mode—while enabling natural language queries and proactive remediation.
Quick Intel
Support operations teams often struggle with fragmented visibility, relying on aggregate metrics like CSAT or response times without clear root causes. Coach addresses this by shifting from manual ticket reviews to automated, intelligent diagnostics that explain performance shifts and recommend actionable improvements.
Coach functions as a conversational agent rather than a static dashboard, allowing teams to query data directly in tools they already use. This approach streamlines analysis and empowers broader access to insights across the organization.
"Support ops teams are flying blind," said Steve Hind, CEO of Lorikeet. "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 insight generation to execution, Coach closes critical gaps in traditional analytics. It configures customer-facing Lorikeet Concierges conversationally, evaluates every interaction with consistent standards, and identifies issues unique to AI workflows—such as brand voice drift or knowledge base contradictions—that legacy QA tools miss.
When gaps emerge, Coach proposes targeted fixes, tests them in simulation environments using realistic scenarios derived from actual ticket data, and deploys changes efficiently for Lorikeet customers. This capability supports rigorous pre-launch validation and A/B testing to minimize customer impact.
HotDoc, serving over 13 million patients as a telehealth platform, has adopted Coach for its automated quality assurance and topic analysis. The solution overcomes limitations in Zendesk related to inconsistent tagging and PII restrictions, delivering reliable insights for CX and product teams.
"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," said Dan Marshall, CX Operations Lead at HotDoc. "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."
Coach supports modern hybrid environments blending human agents, AI, and collaborative workflows. It ensures uniform quality measurement across all channels and catches automation-specific failure modes, making it suitable for regulated industries like healthcare and financial services that require comprehensive compliance reporting.
"We're building for a world where the agent is the interface," said Hind. "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."
To reinforce accountability, Lorikeet extends its resolution-based pricing with a quality guarantee: refunds for any AI-handled tickets that fail Coach's review standards.
Coach is now available to all Lorikeet customers in North America, EMEA, and Asia-Pacific, and as a standalone product for organizations using any support solution seeking full conversation quality visibility.
Coach represents a significant advancement in agentic AI for customer experience, enabling operations teams to move from reactive troubleshooting to proactive, data-driven optimization while maintaining control and quality across human and AI support.
About Lorikeet
Lorikeet builds AI customer concierges that solve real problems, not just answer questions. With its industry-first Team of Agents platform, Lorikeet enables multiple specialized agents to collaborate in real-time across chat, email, voice, and SMS to deliver end-to-end resolutions. With customer memory that maintains context across every touchpoint, Lorikeet's AI agents handle complex support workflows while Coach gives operations teams the visibility and control to continuously improve performance, whether they're running human support, AI support, or both. Founded in Australia and backed by QED Investors, Blackbird, Square Peg, and Airtree, Lorikeet serves enterprise customers such as Airwallex, Taptap Send, and Linktree with complex CX needs.
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