Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Hnry · Lorikeet
Vendor-reportedBanking & financeScaledMid-marketNLPLive 2026
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 2026-09-05. 3 of 3 figures below appear on that page word for word.
The problem
High volume of customer support inquiries during peak tax season, leading to overwhelmed staff and long wait times for simple questions.
What was deployed
- Vendor
- Lorikeet
- Products
- Lorikeet
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- Australian tax rules, customer income data, and other financial information to answer tax-related queries.
- Scale
- 17,000+ conversations in the first month; live across Australia, New Zealand, and the UK
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.
70conversations automatedfrom zero automationat peak
“70% of conversations automated at peak”
Quoted word for word from the source
17,000+support conversations handledin the first month
“In the first month it handled 17,000+ support conversations.”
Quoted word for word from the source
58Conversations automated (average over full period)full period (vs. 70% at peak)
“Automation climbed with it, from roughly 58% across the full period to around 70% in the week the load was heaviest.”
Quoted word for word from the source
“We actually started with Lorikeet with the hardest jurisdiction for year-end, like the nuances of Australian tax.”
Difficulties and limits
- The nuances of Australian tax rules, where a correct answer often depends on information only the customer holds.
- Complex situations requiring real judgement or customers needing to talk to a person still require human intervention.
Sources
- lorikeetcx.ai — vendor self-report
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