Loris

Companies have increasingly turned to chat and chatbots to enhance their customer service experiences by providing constant access to support for customers.  However, early efforts for complete automation left customers frustrated as their concerns were not properly addressed in many chat interactions.  Businesses have now adopted a hybrid approach that reduces case volume for customer service reps by automating the initial contact with chat interactions and then introducing a human layer.  Loris is an AI-powered conversational software platform that empowers customer service agents with real-time support during digital interactions (email, chat, SMS).  The rapid adoption to support remote work has also opened up a global pool of talent for customer support options and in many cases, reps are conversing with customers from different cultures and backgrounds.  Loris integrates with the leading customer service platforms like Zendesk, LivePerson, Twilio, and Salesforce as an automated layer that coaches reps by adding context, empathy, and understanding of intent-based language.  The platform can improve the productivity of agents within weeks while leaving the customer with a positive brand experience.  Loris’ solution is completely no-code and can be integrated in minutes.  The company, founded in 2018, is seeing traction with partners in e-commerce, marketplaces, and financial services. Platform partners are seeing a 50% increase in the number of conversations that can be handled simultaneously (concurrency), 20% increase in customer satisfaction (CSAT), and 25% reduction in time spent on interactions (handle time). AlleyWatch caught up with Loris CEO Etie Hertz to learn more about the business, the company’s strategic plans, latest round of funding, which brings the total funding raised to $19.1M, and much, much more…