Self-service diagnostic tool gives operations teams 100% visibility into AI and human support quality, ending the era of flying blind on automation performance
SAN FRANCISCO, UNITED STATES — Lorikeet, the AI customer support platform for regulated industries, today announced the general availability of Coach, a self-service analytics agent that automatically evaluates every support ticket to reveal why customers are contacting you, how your AI is actually performing, and what you can do about it.
Coach addresses a critical gap facing the thousands of companies that have deployed AI support: they can see aggregate metrics like containment rate and CSAT, but they have no visibility into why those numbers move or which specific topics, policies, or configurations are driving problems. When CSAT drops, teams are left manually reading through tickets trying to diagnose the cause.
“You’ve deployed AI support, but you’re flying blind,” said Steve Hund, CEO of Lorikeet. “CSAT tells you if customers are happy, but not whether the AI is doing what you told it to do. Coach changes that. It’s a diagnostic system that tells you exactly which conversations, on which topics, are failing and why, rather than just saying they failed.”
How Coach Works
Coach operates through two core capabilities that run automatically across every ticket:
Thematic Analysis uses AI clustering to categorize tickets into substantive topic buckets, then breaks down performance metrics – containment, CSAT, and quality scores – by theme. This reveals what aggregate metrics hide: the same AI can achieve 91% containment on one topic and 56% on another.
Ticket Quality Score (TQS) evaluates every conversation against a customizable scorecard of quality checks, flagging issues on a simple traffic-light scale. Companies define what “quality” means for their brand -whether that’s reinforcing their app as the source of truth, avoiding certain refund scenarios, or ensuring the AI doesn’t expose internal terminology.
This means operations teams move from asking “what’s our containment rate?” to “why is containment lower for payment topics, and what do I do about it?”
Built for the AI-First Support Era
Unlike traditional QA tools designed for sampling 2-5% of human agent tickets, or native platform analytics that customers report produce inaccurate ratings, Coach was built specifically for the emerging reality where AI handles the majority of support interactions.
“The existing QA category was built for a world where humans answered every ticket and you could afford to sample,” said Hind. “But when AI is handling thousands of conversations a day, you need 100% coverage, and you need insights that are specific to how AI support actually fails – things like exposing internal terminology, contradicting your knowledge base, or drifting from your brand voice.”
Coach works on both AI and human-handled tickets, enabling teams to maintain consistent quality standards across their entire operation.
Aligned Incentives: Lorikeet’s Quality Guarantee
In a first for the industry, Lorikeet is backing Coach with a performance guarantee: when Coach’s automated QA scores a Lorikeet AI agent ticket as “bad,” customers receive a refund for the AI agent portion of that ticket.
“We’re putting our money where our mouth is,” said Hind. “If our AI fails your quality standards, you shouldn’t pay for it. Coach makes that accountability possible.”
Availability
Coach is available immediately to all Lorikeet customers and is also offered as a standalone product for companies using any AI or human support solution who want visibility into their ticket performance.
To learn more or request a demo, visit lorikeet.ai/coach.
About Lorikeet
Lorikeet builds AI-powered 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. Founded in Australia and backed by QED Investors, Blackbird, Square Peg, and Airtree, Lorikeet is redefining what’s possible in customer support. Learn more at lorikeetcx.ai.
