Case Study: Arbor achieves human-quality CX at scale with Lorikeet

Arbor Scaled Human-Quality CX With Universal AI Concierge

Arbor, a start-up in the energy industry, needed an AI solution to handle its complex and state-specific customer support inquiries, not just deflect them. They required a partner that could navigate nuanced energy regulations and manage emotionally-charged conversations. After evaluating other providers built for retail, they chose Lorikeet for its focus on solving hard problems with empathy.

Lorikeet implemented its AI Concierge, which was deeply integrated with Arbor's Zendesk and Notion knowledge base. The solution was trained on detailed, utility-specific workflows across 13 states and configured with clear escalation logic for sensitive issues. The results were significant, with the AI achieving a Customer Satisfaction (CSAT) score of 89%, performing on par with human agents, and helping to increase Arbor's Trustpilot rating to 4.7.

Arbor

Jessica Mishlove

Head of Customer Operations