Loris, which provides conversational AI software to help human agents make customer support more human in real-time, announced that it has raised $ 12 million in a Series A funding round. The round was led by Bow Capital with the participation of ServiceNow and current investors Floodgate and Vertex Ventures.
“The scale of demand for real-time customer service and digitally-based customer experiences is unprecedented,” said Etie Hertz, CEO of Loris. “These interactions are often a brand’s only opportunity to communicate directly with their customers. Ultimately, people want to feel like they are having a human interaction. We are extremely proud that Loris allows brands and their agents to deliver that while improving both productivity and results. “
Loris has developed an AI software that can produce real-time suggested responses based on customer tone. At Loris, brands have access to an alternative to chatbots that can combine efficiency with emotion-based language techniques that can improve the outcomes of conversations.
While most natural language processing software can identify and tag customer goals, they do not include emotion analysis. Loris can do this automatically, highlighting the difference between positives and negatives. The solution without its code can be integrated into most current customer support platforms.
“Eighteen months ago, the ability to analyze and integrate customer sentiment, intent, and proposed resolution language was reserved for large enterprise companies with an in-house fleet of data scientists and machine learning technologists, “added Suraj Patel, Principal at Bow Capital. “Loris was the first player to bring these capabilities to the mass market. Our investment reflects our confidence in both Loris’s undeniable success to date, and the ways in which their artificial intelligence insights are the industry will continue to change. “
Loris was founded in 2018 but its first product was launched in April 2021. The company plans to use the funds to expand its AI capabilities and generate voice-of-customer insights to further facilitate non-technical leaders who oversee customer service and support teams that effectively measure the ‘human touch’ of each department.
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