Loris offers AI-based software that sits atop existing customer service systems to coach agents via de-escalation techniques, suggested language and real-time sentiment analysis. The company says it draws on anonymized, aggregated conversation data to surface drivers of low satisfaction, predict churn and recommend remediation strategies. Loris was launched in 2018 by Nancy Lublin and is led by CEO Etie Hertz; its client roster includes Freshly, Fiverr and Slice, and the platform supports thousands of agents across those customers. The approach has been controversial after a Politico report that Crisis Text Line — a shareholder — shared conversation data with Loris, prompting the nonprofit to require deletion of that data. Loris states it retains only non-personally-identifiable data, is annually audited by firms such as Deloitte, and emphasizes mitigation of bias through a large, diverse dataset. The company has 15 employees and plans to use new capital to expand research, technology and features while aiming to triple its workforce this year.

Total raised

$12M

Funding rounds

1

Latest round

Series A

Latest activity

Apr 2022