Lorikeet
A universal concierge for customer support that resolves complex challenges across chat, email, and voice channels.
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Product Overview
What is Lorikeet?
Lorikeet is a customer experience platform that acts as an intelligent member of your support team. Instead of deflecting inquiries with simple Q&A, it follows your company's exact operational workflows to resolve customer issues from start to finish. By integrating with existing tools like Zendesk, Slack, and Intercom, Lorikeet can take direct action, such as processing a refund or updating an account. It is designed specifically for businesses with complex or regulated operations, such as FinTech and HealthTech, to scale high-quality support without proportionally increasing headcount.
Key Features
Workflow-Driven Resolution
Executes tasks by following the same standard operating procedures (SOPs) used by your top-performing human agents, enabling it to solve complex issues with precision.
Omnichannel Operation
Engages with customers and resolves their problems seamlessly across multiple channels, including chat, email, and voice.
Seamless Tool Integration
Connects directly with your existing SaaS stack (e.g., Zendesk, Intercom, Notion, Gmail) to take action and update records within the systems your team already uses.
Complex Task Automation
Handles sophisticated actions that typical bots cannot, such as resolving delayed orders, processing refunds, or replacing compromised credit cards.
Smart Escalation Pathways
When a human is needed, it enriches the support ticket with all relevant context before escalating, allowing agents to resolve the issue faster.
Use Cases
- End-to-End Ticket Resolution : Automate the entire lifecycle of a support ticket, from initial triage and data gathering in Zendesk or Intercom to final resolution and confirmation.
- Regulated Industry Support : Provide compliant and accurate support for FinTech and HealthTech companies by reliably executing complex, multi-step workflows for sensitive customer issues.
- Proactive Customer Outreach : Initiate communication with customers regarding order updates, potential delays, or actions they need to take, shifting from reactive to proactive engagement.
- Internal Operations Automation : Streamline internal processes by assigning tasks, posting updates to team channels like Slack, and managing cross-departmental communication flows.
FAQs
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