Loris
Loris is a Conversational Intelligence tool designed for leading brands that aims to transform customer interactions into opportunities for...
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What is Loris?
Loris is a conversation intelligence platform that automatically analyzes all customer interactions across chat, email, and voice channels to turn customer conversations into actionable intelligence. The platform reveals why customers reach out, how teams handle conversations, and what needs improvement by analyzing every interaction rather than relying on surveys or sample analytics.
Key features include Customer Insights for uncovering root causes behind customer issues and tracking sentiment shifts, Conversation Intelligence for automatic evaluation of every conversation with proactive quality management, and AI Agent Analytics that tracks containment, transfers, abandonment, and sentiment for AI agents. The platform also offers capabilities to increase conversions with AI commerce agents, improve AI deflection rates, automate manual tasks, inform product decisions, and spot churn signals early.
Loris is designed for customer experience teams, support operations, product teams, and digital/marketing leaders at medium to large enterprises across industries including ecommerce, travel, fintech, and healthcare. It integrates seamlessly with existing customer service platforms like Zendesk and Salesforce, installing as an app that surfaces insights through a web-based dashboard while maintaining consistent brand experiences across distributed teams.
Loris pricing
Pricing model: Free
The website does not publicly list specific pricing details, free tier information, or paid plan costs. Loris appears to be a paid enterprise SaaS platform without a publicly advertised free tier. Contact is required for pricing information.
Loris pros
- Analyzes 100% of customer conversations instead of samples
- Works across chat, email, and voice channels
- Integrates seamlessly with Zendesk and Salesforce
- Automatic evaluation replaces manual QA audits
- Uncovers root causes of customer contact issues
- Tracks AI agent containment and transfer rates
- Identifies early churn risk signals
- Links quality signals to real outcomes like escalations
- Provides consistent objective agent assessment
- Enhances CX teams without replacing them
- Anonymized aggregated data scrubbed of PII
- Onboarding app takes minutes to complete
- Surfaces emerging issues automatically
- Improves First-Contact Resolution and NPS scores
- Reduces Average Handle Time and cost per contact
- Connects conversational data with digital journey analytics
- Works with distributed teams anywhere in the world
Loris cons
- No free tier available - paid platform only
- Requires integration into existing customer service platform
- Does not support bot automation for complex situations
- Privacy policy acknowledges perfect security doesn't exist
- Cannot guarantee PII will never be disclosed inconsistently
- Data relationship with Crisis Text Line formally ended
- GDPR and CCPA compliance still actively evaluating
- Platform hosted only in Ohio, USA
Frequently asked questions about Loris
What does it take to get up and running with Loris?
It's easy to get started out of the box with Loris and to integrate with systems you're already using. The onboarding app takes minutes to complete, so agents can field messages right from day one. Loris installs as an app into your existing customer service platform like Zendesk or Salesforce.
Does Loris replace human agents with bots?
No. There's a place for automation when it comes to repetitive tasks, but bots are out of their league when handling complex situations. Customers want to be heard and understood, and real human conversations are the best way to reach them. Loris guides text conversations rather than automating them and works with CX teams rather than replacing them.
What metrics does Loris aim to improve?
Loris aims to improve First-Contact Resolution (FCR), Net Promoter Scores (NPS), and Customer Satisfaction scores (CSAT), while reducing Average Handle Time (AHT) and customer and employee churn. Over the long term, this boosts the Lifetime Value (LTV) of customers.
How does Loris handle privacy and data security?
Privacy is integral to Loris. Insights come from anonymized, aggregated data scrubbed of Personally Identifiable Information (PII). Loris retains only non-personally identifiable data to improve services. Security precautions include encryption and administrative, technical, and physical measures to protect PII from loss, theft, misuse, and unauthorized access.
Where is Loris's platform hosted?
The Loris platform is hosted in Ohio, USA.
What does Conversation Intelligence analyze?
Conversation Intelligence analyzes voice, chat, and email conversations to uncover drivers, sentiment, root cause, and performance across human and AI agents. It reveals the bigger picture of what customers are saying to anticipate problems and improve products.
How is Loris different from Contentsquare's digital analytics?
Contentsquare shows what happens in digital journeys and product usage. Conversation Intelligence adds what customers say and why they reached out, connecting support signals to product and digital behavior for a more complete view of the customer journey.
What does Loris deliver to customer experience teams?
Loris delivers a clear view of top contact drivers and emerging issues, consistent agent assessment, and prioritized coaching opportunities based on real conversations. It helps teams spot quality issues, uncover root causes, and find improvement opportunities.
Can Loris analyze AI agent performance?
Yes. AI Agent Analytics automatically tracks containment, transfers, abandonment, and sentiment for AI agents. It helps you see where automation succeeds or falls short, where customers need human support, and improves prompts, guardrails, and escalation strategies.
How does Loris help with churn prevention?
Changes in customer contact frequency, sentiment, and unresolved issues can be early signs of churn. Conversation Intelligence monitors these signals and highlights where customers are getting frustrated, allowing teams to spot risks earlier, step in sooner, and fix retention issues before customers leave.