News
The Gist
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Acquisition announced. Contentsquare will acquire conversation intelligence platform Loris AI.
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AI-powered analytics. Integration aims to enhance visibility into customer conversations and agent performance.
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CX leader impact. Customer experience leaders gain deeper journey insights linking digital and conversational data.
Contentsquare, a digital analytics company, announced on July 30 that it has signed a definitive agreement to acquire Loris AI, a conversation intelligence platform. The acquisition aims to provide business leaders with a more comprehensive view of customer journeys by connecting digital interactions with conversational data.
According to company officials, the integration will help organizations analyze and optimize both AI and human agent conversations while linking them to broader digital experiences. The move comes as AI-powered interactions increasingly become central to customer engagement.
What's more? This signals a world in which digital experience meets customer service and customer experience. Marketing and customer experience have long been interconnected; will martech meet CX to make the software aspect of these worlds more interconnected going forward?
Table of Contents
- Impacted Audiences for Contentsquare-Loris AI Acquisition
- Why Contentsquare’s Loris Deal Signals a Shift in Customer Intelligence
- Conversational Intelligence: A Path Forward?
- Contentsquare Background
- Loris AI Background
Impacted Audiences for Contentsquare-Loris AI Acquisition
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Digital experience and CX leaders at medium to large enterprises
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Customer support and service operations teams
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Marketing analytics professionals tracking multi-channel journeys
Why Contentsquare’s Loris Deal Signals a Shift in Customer Intelligence
AI is rapidly reshaping customer experience, with businesses racing to integrate conversational intelligence into digital journeys as traditional interactions fall short of expectations.
Founded in 2012, Contentsquare has evolved from a web analytics provider to a comprehensive CX intelligence platform. Its acquisition of Loris AI reflects the growing convergence of digital and conversational analytics.
The move comes as AI adoption has skyrocketed to 72% globally, with companies increasingly seeking to "embed human elements into digital interactions" through conversational AI, according to industry experts. This acquisition addresses a key market trend where businesses need to analyze both digital behavior and customer conversations.
The deal also highlights a broader industry shift where marketing technology and customer experience technology are increasingly converging. As David Raab of the CDP Institute notes, "AI is the common thread" that can deliver optimal customer experiences across both digital interactions and service-agent conversations.
With Gartner forecasting that 70% of customer interactions will begin and end within conversational assistants by 2028, Contentsquare's integration of Loris aims to provide a more unified view of the customer journey across digital and conversational touchpoints.
Related Article: Examining the State of Digital Customer Experience
Conversational Intelligence: A Path Forward?
AI agents and effortless brand engagement are unleashing a conversation revolution. The companies that harness this conversational intelligence will win in this new world.
Etie Hertz, CEO of Loris
Contentsquare-Loris AI Conversation Intelligence Capabilities
The integration brings new analytics capabilities to Contentsquare's platform.
| Capability | Description |
|---|---|
| Sentiment Analysis | Loris AI technology identifies emotional signals in customer conversations. |
| Intent Recognition | System detects customer goals across conversation touchpoints. |
| Performance Metrics | Analytics measure both AI and human agent effectiveness. |
| Journey Connection | Links conversational data with digital interaction analytics. |
| Predictive Intelligence | According to Contentsquare, helps forecast trends and customer needs. |
Contentsquare Background
Contentsquare, founded in Paris in 2012, targets digital, product and marketing leaders at enterprise and mid-market organizations seeking to optimize digital user experiences. The company has raised significant venture capital funding, including a Series F round in 2022.
Analytics Platform
The company offers a digital experience analytics platform designed to help organizations understand and optimize user interactions across websites and apps. Its platform provides behavioral analytics, journey mapping and AI-driven insights to identify friction points and opportunities for improvement. Additional features include session replay, heatmaps and accessibility monitoring. These tools are positioned to help teams make data-driven decisions to improve customer engagement and conversion rates.
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Market Focus
Operating in the digital experience analytics sector, the company primarily serves large enterprises and upper mid-market firms across industries such as retail, financial services and travel. Their typical customers are digital, product and marketing teams responsible for website and app performance. Contentsquare competes with other analytics and optimization vendors, positioning itself as a comprehensive solution for organizations seeking actionable insights into digital customer behavior.
Loris AI Background
Loris AI helps customer experience teams drive better outcomes by transforming conversation data into actionable insights. The platform uses advanced natural language processing (NLP) and emotion detection to analyze customer service interactions in real time and post-conversation.
Loris works by identifying intent, sentiment and behavioral patterns across chat and messaging channels. These insights empower teams to improve agent coaching, optimize workflows and measure the impact of CX strategies at scale. Their solution is designed to reduce churn, boost efficiency and increase revenue through better service outcomes.
Founded with a focus on responsible AI and real-world empathy, Loris has served major brands across industries including ecommerce, travel, fintech and healthcare. The company emphasizes ethical AI design, operational transparency and emotional intelligence as foundational principles in all of its solutions.
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