Loris was founded in 2018 by Nancy Lublin, also founder of Crisis Text Line and Dress for Success, as a spin-out that applies crisis-conversation research to commercial customer service. Contentsquare acquired the company in 2025, and it continues operating under the Loris name and product.
The platform analyzes the full volume of customer conversations across voice, chat, and email rather than a sampled subset, scoring sentiment sentence by sentence on a scale from -2 to +2 and surfacing the root-cause drivers behind why customers reach out. Live agents get real-time in-conversation guidance, and managers get automated quality-assurance scoring across both human-handled and AI-agent-handled conversations.
Loris is aimed at customer experience teams at companies with real conversation volume, past and current customers include Lyft, Freshly, and Slice. Pricing is custom and requires contacting sales, though a free trial is available; there's no free plan for ongoing use.
