Lorikeet, an AI customer experience platform for complex and regulated industries, has launched Lorikeet Dreamweaver, a system that gives each of a business's customers a personal account manager. The company said Dreamweaver is built into its flagship Concierge agents and drives higher customer lifetime value.

How it works

Under the system, a business sets its goals, such as activation, retention or lifetime value. Lorikeet Dreamweaver then works toward those goals on voice, SMS and email.

According to Lorikeet, Dreamweaver:

  • Works toward the goal, checking in on a schedule and whenever something changes, such as a drop in product usage or a stall in a sign-up funnel. It sends a message on the customer's preferred channel, creates a task for the team, or does nothing.
  • Remembers the whole person, knowing each customer's history and learning when they reply and how they like to be contacted.
  • Learns from the team, with a note from staff shaping what it does next. Approaches that work for one customer are applied across the business's account.

Lorikeet said every message is checked against contact hours, limits and consent, and that a holdout group measures the impact.

Company rationale

Lorikeet said enterprise B2B companies and luxury brands give their customers dedicated account managers, but for most consumer businesses the cost of doing so has been too high.

"Most businesses can only give this kind of attention to their largest accounts, if they can at all. Every customer has a goal, like building their credit or getting healthier. Lorikeet Dreamweaver works on that goal with them for as long as the relationship lasts. Our customers set the goals and the guardrails. Lorikeet gives every customer an agent that knows them," said Steve Hind, co-founder and CEO of Lorikeet.

Early results and customer reaction

Lorikeet reported early results at PayJoy, a financial services provider for underserved consumers across emerging markets, where 30% more new customers used their credit line within 14 days.

“Before Dreamweaver, it was volume-based. Now, it's strategy-based,” said Luis Pineda, Telesales Operations Manager at PayJoy.
“Setting up goals for Dreamweaver is fast and easy, and we're excited about the results we're seeing already,” said Tim Doyle, SVP International, Hims.

Lorikeet said Dreamweaver is trusted in health, finance and insurance, and is suited to anyone with a customer goal. The company said the system learns the customer, waits for the right moment and acts on the channel they prefer.

Availability

Lorikeet Dreamweaver is available now. Businesses can sign up at lorikeetcx.ai/dreamweaver-signup, and the first 100 sign-ups receive US$1,000 of free credits.

About Lorikeet

Lorikeet describes itself as the platform where businesses build and deploy AI Concierges that resolve complex customer issues end to end within each company's guardrails. Scale-ups in regulated industries such as fintech, healthcare and insurance use Lorikeet across voice, chat, SMS, email and WhatsApp. The company was co-founded by CEO Steve Hind, previously at Stripe, and Jamie Hall, one of the earliest LLM researchers at Google Brain. Lorikeet said it has raised over USD 50m in funding from investors including QED, Blackbird, Square Peg and the founders of Atlassian, Canva and Airwallex.