The newly built integration will enable the chat app’s customers to experience real-time intelligence across their digital communication channels

Loris announced that its pioneering technology is now available for users of LiveChat, a full-service customer support platform. With Loris’s solutions, companies using LiveChat can increase agent performance, improve agent ramp times and drive better QA and policy adherence across customer service teams.

“We’re happy to welcome Loris to LiveChat Marketplace. We join our strengths to provide businesses with sentimental analysis of chats that drive critical decisions across their teams. Based on our 20-year experience, following the data is the best way to choose appropriate strategies to increase customer satisfaction and retention,” said Filip Jaskólski, Chief Product Officer at LiveChat. “Loris’s idea to increase empathy in communication fits LiveChat’s vision of communication without barriers.”

With the integration, LiveChat’s customers will be able to mitigate costs that arise from negative conversations and increase policy adherence and efficiency from agents, while continuing to use the LiveChat platform. Additionally, the combination of the two technologies creates an end-to-end digital communications solution that replaces what traditionally has required expensive in-house data science teams, engineering efforts, and lots of time.

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Existing LiveChat users can find Loris in the LiveChat marketplace.

LiveChat users will be able to get access to analysis on both the reasons customers reach out to them and their initial sentiment with Loris. It will then guide agents in real time with suggestions to respond efficiently, accurately, and empathetically to their customers. For CX leaders, and their QA, Ops, and Analyst leads, Loris will enable the ability to test and learn which responses or policies are most effective, aggregate those outcomes into insights, and provide a centralized CMS to roll out best practices to all frontline agents, all directly through the LiveChat integration.

“The partnership with LiveChat will strengthen our ability to expand our offering to customer service and experience teams who are focusing on leveraging the power of AI to transform how they serve their customers across digital channels,” said Etie Hertz, CEO of Loris. “Our mission to transform CX through the combination of human and machine is strengthened through the combined offering.”

“Implementing Loris has been a breeze”, shared a major US Telecom provider customer of LiveChat. “It was truly a no code Chrome extension for our agents to get onboarded. We’re really enjoying that Loris can detect the customer’s sentiment and intent, and prompt agents with the right thing to say at the right time, so that they respond with empathy. This is all aggregated for us into a dashboard for easily identifying additional insights.”

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