What it is
Loris is a conversation-intelligence and QA tool for support interactions. Contentsquare acquired it in 2025.
What you'd use it for
You would use Loris to find why customers contact support, detect root causes, flag escalations, classify intents, and track sentiment, with automated QA and real-time assist on top.
Examples of use
A support lead is not sure why volume is what it is. Loris shows why customers are contacting support in the first place.
Contacts spike suddenly with no obvious cause. Loris detects the root cause behind the rise.
A conversation turns heated. Loris flags escalations and profanity automatically across conversations, so they do not slip past.
Contacts arrive across voice, chat, and email. Loris classifies what is driving them across every channel.
A QA team wants to score every channel the same way. Loris runs automated QA on voice, chat, and email together.
A recurring problem keeps generating tickets. Loris feeds the insight back to product, so the cause itself gets fixed.
How it works
Loris uses a mix of AI models, classic machine learning, and rules, built over several years specifically for customer conversations, with API access and CRM and chat integrations.
How it compares
Loris leans more toward conversation intelligence, why customers contact you, where MaestroQA leans toward scorecard QA. Both are specialists rather than parts of a contact-centre suite.
What others say
No Gartner Magic Quadrant or Forrester Wave position was found. The clearest external fact is the Contentsquare acquisition, completed in 2025.