Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Eucalyptus · Lorikeet
Vendor-reportedHealthcareAustraliaIn productionMid-marketNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by lorikeetcx.ai (vendor self-report). Checked against the source page on 2026-09-06. 0 of 2 figures below appear on that page word for word; the rest are marked.
The problem
With hundreds of distinct support topics and varied resolution paths, they needed a strategic, data-driven approach to scale their support operations while maintaining high-quality patient experience and meeting regulatory requirements.
What was deployed
- Vendor
- Lorikeet
- Products
- Topics in Lorikeet, Lorikeet skills-based triage
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- historical customer support interactions
- Scale
- hundreds of thousands of patients across Australia, UK, Germany and Japan clinics
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
10ppt increaseCSAT score
“After implementing skills-based triage, Eucalyptus saw a 10ppt increase in their CSAT score.”
Not found on the source page in these words · round percentage, no baseline given
90 secondsfirst response timefrom over 20 hours
“Eucalpytus patients get a response from Lorikeet within 90 seconds, transforming their support experience.”
Not found on the source page in these words
fasterissue resolution speed
“Unmatched Topics, in particular, helped uncover issues earlier and lead to faster resolution.”
Quoted word for word from the source
as high or higher than our human agentsCSAT scores
“We measure CSAT closely and Lorikeet’s AI agent consistent scores as high or higher than our human agents.”
Not found on the source page in these words
quickly and efficientlyDelivery of medically urgent tickets to clinical team
“At the same time, they were able to guarantee medically urgent tickets reached the clinical team quickly and efficiently.”
Not found on the source page in these words
“Topics in Lorikeet help us stay focused on the big picture—surfacing the most impactful issues while we scale quality support with AI.”
Difficulties and limits
- hundreds of distinct support topics and varied resolution paths
Sources
- lorikeetcx.ai — vendor self-report
- lorikeetcx.ai — vendor self-report
- lorikeetcx.ai — vendor self-report
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