General

What does it take to get up and running with Loris?

It’s easy to get started out of the box with Loris and to integrate our software with systems you’re already using. Our onboarding app takes minutes to complete, so your agents can field messages, right from day one.

We install as an app into your existing customer service platform (Zendesk, Salesforce, etc.). Our front end integrates seamlessly into your user interface, and we surface our back end through a web-based dashboard.

Are you a chatbot?

Nope. There’s a place for automation when it comes to repetitive tasks, but bots are out of their league when it comes to handling more complex situations. Customers want more than a ‘fix’—they want to be heard and understood. We believe real, human conversations are the best way to reach them, whatever they’re feeling. (Bots can’t do that.)

What KPIs do you move?

We give you the power to influence the metrics that matter.

While companies use a range of KPIs to measure performance, We aim to improve First-Contact Resolution (FCR), Net Promoter Scores (NPS) and Customer Satisfaction scores (CSAT), while reducing Average Handle Time (AHT) and customer and employee churn. Over the long term, this will boost the Lifetime Value (LTV) of your customers.

How does Loris support brand consistency and customer retention?

We empower distributed teams, anywhere in the world, to deliver consistent customer care that reinforces your brand with every message. The goal is to make the brand experience consistent, not to make agents the same. It’s the reason we guide text conversations (we don’t automate them) and we work with CX teams (we don’t replace them). We simply help agents deepen their connections with customers, no matter their soft skills or starting place.

Connection to CTL

Tell me more about your connection to Crisis Text Line.

Crisis Text Line (CTL) is a not-for-profit organization that provides free, 24/7 text support for people in crisis.

CTL is a Loris shareholder. Our success offers material benefit to CTL, helping the organization continue its important work. We believe this model is a blueprint for ways for-profit companies can infuse social good into their culture and operations, and for nonprofits to prosper.

CTL showed us how empathy insights could help people facing life’s toughest situations. Now, we’re bringing that learning to customer care because it’s a world that’s let most of us down—and it’s where we’re most needed.

Wait. How do you handle privacy, especially CTL mental health data?

Rest easy. Privacy is integral to Loris. In fact, safeguarding personal data is at the heart of everything we do. It’s the reason we draw our insights from anonymized, aggregated data that have been scrubbed of Personally Identifiable Information (PII). No data from volunteer applications or training are shared, and no individuals can be identified in our datasets.

We apply what we learn to help people have better, more human, conversations.

Sure, a ‘social mission’, but you’re still a for-profit company. What gives?

We don’t believe social gain and profit are mutually exclusive (or that there isn’t room for a more nuanced conversation). Finding a way to better both, in a single solution, is our reason to be. We’ve baked all of our learning into enterprise software that helps companies boost empathy AND bottom line.

Privacy

How does Loris protect my information?

Privacy is integral to Loris. In fact, safeguarding personal data is at the heart of everything we do. It’s the reason we draw our insights from anonymized, aggregated data that have been scrubbed of Personally Identifiable Information (PII). We retain only non personally identifiable data, so that we may continue to use it to improve our services.

What other measures do you take?

We further take security precautions, including encryption, administrative, technical, and physical measures, to protect your Personally Identifiable Information from loss, theft, misuse, unauthorized access, disclosure, alteration, and destruction.

We store all information on servers and we only permit approved Loris employees and third parties to access those servers pursuant to the practices described above.

However, perfect security does not exist anywhere, including for text messaging/SMS data. Although we take very strong and appropriate measures to safeguard against unauthorized disclosures of information, we cannot guarantee that PII will never be disclosed in a manner inconsistent with this policy, and make no representations or warranties regarding the sufficiency of our security measures to prevent unauthorized access or interception by third parties.

Is Loris AI GDPR and CCPA compliant?

Given Loris.ai’s focus on empathy, it’s a logical extension for Loris.ai also to be focused on user privacy and ensuring that our users are comfortable with our data protection and security practices, policies, and procedures. As a significant element of that effort, we are actively evaluating those practices, policies, and procedures against the requirements of both GDPR and CCPA.

However, we’re not only concentrating on compliance. Given the heightened attention on data protection and the significance of user trust, we are viewing “privacy by design” – which is mandated by GDPR – not just as a legal obligation, but also as crucial to growth and industry leadership. While we intend for the Loris.ai product to ingest significant amounts of data, we want to avoid ingesting data that is not needed to operate or improve our business or technology. We also want to ensure that our practices are aligned with users’ expectations.

In addition, it is not just GDPR and CCPA on which we will be focusing. Other countries are following the EU with similar general privacy laws – among them, Brazil will be implementing its General Data Protection Law in August 2020, and India likely will be implementing its Personal Data Protection Bill not long after that. Similarly, numerous U.S. states in addition to California – including New York – have proposed privacy legislation that is under active review.

To help guide our privacy efforts, we work with outside legal and privacy experts as well as outside security consultants to ensure implementation of appropriate security procedures and practices.

Where is Loris AI service platform hosted?

Our platform is hosted in Ohio, USA.

Careers

You sound like a company I want to work for. What’s my next move?

Great! If you want to be part of a team doing groundbreaking work, have advanced technical skills, and are a believer in human-first experiences, we want to hear from you. Drop us a line.