Digital analytics company Contentsquare has signed a definitive agreement to acquire Loris AI, a leading conversation intelligence platform. This acquisition aims to provide business leaders with a deeper, more accurate view of the full customer journey, from click to conversation.
“Customer experience is shifting fast, and conversations are becoming an essential part of how people interact with businesses,” said Jonathan Cherki, CEO & Founder, Contentsquare. “With Loris, we’re giving our customers the capabilities they need to lead this transformation — to understand and optimize conversations, and connect them to the broader digital journey. It’s not just about improving support: it’s about giving brands the competitive edge in a world where conversations are the next frontier of customer experience.”
This deal comes at a time when AI-powered interactions are becoming central to the customer journey. With Gartner forecasting that by 2028, 70% of customer interactions will begin and end within conversational, third-party assistants, it’s clear that conversations are fast becoming the new interface of brand engagement. Yet most companies still lack visibility into these critical exchanges. Loris fills that gap by analyzing 100% of interactions to help improve both AI and human agent performance, reduce friction, and deliver more seamless, personalised experiences at scale.
Built specifically for analyzing customer engagement across conversation-based interactions, Loris combines proprietary AI models and large language models to surface sentiment, intent, and quality signals that generic tools miss. This gives CX, product, tech, and support teams a deeper view into every conversation, helping them spot performance patterns, catch emerging issues early, predict trends and make smarter decisions across the customer journey. By capturing the richest source of customer feedback and support interactions, Loris adds a critical new intelligence layer to Contentsquare’s digital analytics, bridging traditional web journeys and human and AI-powered conversations.
“AI agents and effortless brand engagement are unleashing a conversation revolution. The companies that harness this conversational intelligence will win in this new world,” said Etie Hertz, CEO of Loris. “That’s the most exciting aspect about combining Loris and Contentsquare, the ability to connect digital interactions, AI responses, and customer conversations seamlessly with real business outcomes like satisfaction, retention, and lifetime value. This predictive intelligence can transform how businesses understand and optimize their customer experience.”
“Bringing Loris AI into Contentsquare reflects our commitment to putting cutting edge innovation first — not for its own sake but to always create more value for our customers,” said Cherki. “The team brings deep expertise in AI and conversational intelligence, which will help us accelerate our work inside Contentsquare’s AI Accelerator, and extend that value across every customer touchpoint.”
