Contentsquare ‘Squares Up’ to Acquire Loris AI, Expanding AI Agent Analytics and Conversational Intelligence
The digital analytics leader has entered into a definitive agreement to buy the conversation intelligence platform, aiming to provide business leaders with a deeper, more accurate view of the customer journey from click to conversation.
Contentsquare has never fit into a round hole. The leading digital experience analytics vendor has been innovating along a very clear horizon, building a robust ecosystem around meaningful insights across the customer journey.
This includes the acquisition of HotJar in 2021, an analytics tool that gives website owners greater clarity around user behavior via heatmaps and session recordings. I’ve long been a fan of this product, and I thought this was a shrewd move at the time.
Heap followed two years later, representing Contentsquare’s largest acquisition to date. This tool really injected the customer journey layer to the overall analytics composition, giving Contentsquare a complete vision – and stronger market position against competitors like Amplitude, which we’ve followed extensively over the years.
Now, Contentsquare has signed a definitive agreement to acquire Loris AI, a leading conversation intelligence platform. This acquisition brings together two innovative companies with one shared goal: to give business leaders 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 of 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.”
AI-powered insight at the conversational layer
The Loris acquisition comes at a time when AI-powered interactions are becoming essential to the customer journey. According to Gartner, by 2028, 70% of customer interactions will begin and end within conversational, third-party assistants. It’s abundantly clear that conversations are fast becoming the new interface of brand engagement.
That said, 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, personalized experiences at scale.
“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," said Etie Hertz, CEO of Loris AI. This predictive intelligence can transform how businesses understand and optimize their customer experience.”
Etie Hertz, CEO, Loris.ai
Loris combines proprietary AI models and large language models to surface sentiment, intent, and quality signals that generic tools miss. It was designed specifically for analyzing customer engagement across conversation-based interactions, giving CX, product, tech, and support teams a deeper view into every conversation.
Armed with this visibility and automation, Loris enables users to more easily spot performance patterns, catch emerging issues early, predict trends, and make smarter decisions across the customer journey.
Why it matters
AI is driving almost every technology decision across the stack. While Contentsquare has been steadily investing in AI innovation to drive insights for over 1.3 million websites and 3,700 customers, the addition of Loris brings an added dimension of functionality that reflects the consumer’s behavioral shift to conversational engagements.
Customer feedback and support interactions are gold. By capturing insights from these rich sources – fueled by the power and scale of AI – Loris adds a critical new intelligence layer to Contentsquare’s digital analytics suite, bridging traditional web journeys and human and AI-powered conversations.
Contentsquare already enjoys a top spot in the analytics landscape, serving large-scale global customers like Toyota, Visa, and Bose. Its experience analytics, voice of the customer, and product analytics panels are all dynamite and rich with features. From a usability perspective, it sports an intuitive UX and easy-to-harness capabilities that can juice any team at almost any stage in their lifecycle.
It's hard to predict how Loris' features might be integrated or if it will maintain its own sub-brand identity (like HotJar and Heap). We'll also be looking for guidance on pricing. It’s worth noting that Contentsquare offers a free starter plan, all the way up to an enterprise package for large-scale organizations, and its other products provide independent pricing.
Looking for guidance on Contentsquare? Talk to an expert.
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