The system mimics the workflow of a human agent: it authenticates the user, checks backend systems (e.g. “Has the order shipped?”), performs actions (e.g. “Processing refund”) and communicates the result via voice, chat, email or SMS. It is built specifically for high-stakes industries such as Fintech and Healthtech, where accuracy and strict adherence to Standard Operating Procedures (SOPs) are critical.
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Core technology: “Team of agents”
Lori differentiates itself with a multi-agent orchestration layer instead of a single ‘bot’.
Workflow compliance
Instead of hallucinating answers, the AI is limited to following the company’s specific SOPs (Standard Operating Procedures). If a refund requires three specific checks, the AI will perform them exactly as a human would.
Action execution
It integrates deeply with tools like Zendesk, Intercom, Stripe, and internal APIs to perform read/write actions. It doesn’t just say “You can reset your password”; it will trigger the reset email.
Voice integration
Lori recently launched a voice capability, allowing the AI to handle phone calls with the same intelligence as text chats, including calling third parties (for example, calling a logistics provider to find a missing package).
Safety railings
It uses ‘dynamic gates’ to prevent risky actions (such as deleting an account) unless specific criteria are met, ensuring safety in regulated industries.
Company profile
Founders: Steve Hind (CEO, ex-Stripe product lead) and Jamie Hall (ex-Google Brain researcher).
Headquarters: Sydney, Australia and San Francisco, USA.
Financing: Raised approximately $49 million USD in total, including a recent $35 million Series A (August 2025) led by QED Investors.
Key investors: QED Investors, Blackbird Ventures, Square Peg Capital.
Main usage scenarios
- Complex disputes: For Fintechs (such as Arbor or Flex), Lori addresses sensitive questions such as “Why were these fees charged?” by analyzing the transaction history and explaining the specific policy, rather than providing a generic answer.
- Logistics Coordination: The AI can proactively track a delayed order by checking the carrier’s API and then emailing the customer with a new ETA before they request it.
- Triage in healthcare: In Healthtech, it authenticates patients and schedules appointments or refills prescriptions by communicating directly with the clinic’s booking system, maintaining HIPAA compliance.
Why it matters
Customer support shifts from ‘deflection’ (hiding from the customer) to ‘resolution’ (fixing the problem). Lori represents the “Agent” phase of this shift. By trusting AI to do things – not just say things – companies can automate the 40-50% of tickets that are complex but repetitive, leaving human agents to handle only the truly novel or emotional cases.
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