Contentsquare, a global leader in digital analytics, has entered into a definitive agreement to acquire Loris AI, a prominent conversation intelligence platform. This strategic acquisition aims to deepen business leaders’ understanding of the entire customer journey, from online interaction clicks to real-time conversations. Jonathan Cherki, Contentsquare’s CEO and founder, emphasized that as customer experience rapidly evolves, conversational interactions are becoming a crucial element in how consumers engage with brands. By integrating Loris AI’s capabilities, Contentsquare will empower its clients to better analyze, understand, and optimize conversations, linking them seamlessly to the broader digital customer journey and providing a competitive advantage beyond traditional support improvements.
With the rise of AI-powered interactions in customer service, Gartner projects that by 2028, 70% of customer interactions will start and finish through conversational third-party assistants. Despite this trend, many companies currently lack full insight into these vital exchanges. Loris AI addresses this gap by analyzing all interactions both human and AI-driven to enhance agent performance, minimize friction, and deliver highly personalized experiences at scale. The platform employs proprietary AI models and large language models to detect subtle sentiment, intent, and quality signals that standard tools often miss. This provides customer experience, product, technology, and support teams with richer insights for spotting performance trends, anticipating issues, and making smarter decisions throughout the customer lifecycle.
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Loris AI’s technology captures a comprehensive source of customer feedback through support conversations, adding a new intelligence layer to Contentsquare’s digital analytics. This integration bridges conventional web journey analytics with the increasingly important realm of human and AI-driven conversations. Etie Hertz, CEO of Loris, described the acquisition as a catalyst for a “conversation revolution,” empowering brands to connect digital inputs, AI responses, and customer dialogue directly with business outcomes like satisfaction, retention, and lifetime value.
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Cherki further highlighted that bringing Loris into Contentsquare reflects the company’s dedication to cutting-edge innovation that delivers substantial customer value. The expertise that Loris’ team brings in AI and conversational intelligence will accelerate the development of advanced solutions within Contentsquare’s AI innovation efforts and broaden their impact across all customer interaction points.
This acquisition reinforces Contentsquare’s position as a comprehensive experience intelligence provider by combining traditional web analytics with next-generation conversational insights, better equipping businesses to meet evolving customer expectations with data-driven precision and predictive intelligence.
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