TLDR: Contentsquare, a leader in digital analytics, has entered a definitive agreement to acquire Loris AI, a conversation intelligence platform. This strategic move aims to integrate AI-powered conversation analytics with digital experience insights, providing businesses with a more holistic view of the customer journey and accelerating Contentsquare’s push into AI agent analytics.
NEW YORK – Contentsquare, a global leader in digital analytics, announced on July 30, 2025, that it has signed a definitive agreement to acquire Loris AI, a prominent conversation intelligence platform. This acquisition is set to significantly enhance Contentsquare’s capabilities by integrating conversational data with its existing digital experience insights, offering businesses a more comprehensive understanding of the entire customer journey, from initial clicks to detailed conversations.
The strategic move comes at a time when AI-powered interactions are becoming increasingly central to customer engagement. Gartner forecasts that by 2028, 70% of customer interactions will commence and conclude within conversational, third-party assistants. Despite this growing trend, many companies currently lack adequate visibility into these critical exchanges. Loris AI addresses this gap by analyzing 100% of interactions, utilizing proprietary AI models and large language models to identify sentiment, intent, and quality signals that generic tools often miss. This capability helps improve both AI and human agent performance, reduce friction, and deliver more seamless, personalized experiences at scale.
Jonathan Cherki, CEO and Founder of Contentsquare, emphasized the importance of this acquisition, stating, “Customer experience is shifting fast, and conversations are becoming an essential part of how people interact with businesses. 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.” He further added that “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.”
Etie Hertz, CEO of Loris, highlighted the synergy between the two companies, noting, “AI agents and effortless brand engagement are unleashing a conversation revolution. The companies that harness this conversational intelligence will win in this new world.” He also expressed excitement about the combined entity’s potential: “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.”
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The acquisition is expected to provide CX, product, tech, and support teams with deeper insights into every conversation, enabling them to spot performance patterns, identify emerging issues early, predict trends, and make smarter decisions across their operations. This deal also signifies a broader industry convergence where marketing technology and customer experience technology are increasingly intertwined, with AI serving as a common thread for delivering optimal customer experiences across various touchpoints.
