Creating a better CX | Etie Hertz from Loris

If you’ve needed support through a live chat, you’ve probably wondered how much of the person on the other end is actually a person. If it’s not a full-on bot you’re talking to, it’s probably someone pushing out prepackaged responses.

The results can often be flat and frustrating. Etie Hertz didn’t initially set out to solve this problem, but a nonprofit that helped improve crisis hotlines had inadvertently stumbled on a technology solution the private sector badly wanted.

Loris was born—a tech startup that pairs machine learning and empathetic responses to help guide support engines toward more satisfying interactions and better results.

More information:

Etie Hertz has 20 years of hands-on experience building, advising & scaling Technology-led organizations. 

He is the CEO of, Inc., which  empowers the world’s fastest-growing companies to have better conversations with their customers. Loris is an AI assistant for text-based conversations (chat/SMS/email) that plugs into existing customer service platforms (Zendesk, Salesforce, etc.).

Its real-time coaching software equips customer service teams with live guidance, helping agents respond to requests more efficiently and effectively, ultimately improving CSAT and customer LTV. Loris customers have seen a 25%+ boost in productivity, a 33% improvement in quality, all while ensuring consistency across agent performance and brand voice.

He was previously the Founder & CEO of Payment Revolution which provided payments technology and support to over 7,000 businesses and processed over $2 billion of transactions annually. Payment Revolution was acquired by ShopKeep, Inc., and Etie became the Chief Revenue Officer at ShopKeep, driving revenue growth from $15 million to over $40 million annually, serving almost 30,000 businesses. ShopKeep was acquired by Lightspeed POS, Inc. (NYSE: LSPD).

Prior to that, Etie was the co-founder and CIO of the Ronen Real Estate Fund, a real estate development fund focused on multi-family developments in and around the tri-state area. Etie began his career as an M&A and Venture Capital attorney, and practiced at two large, multinational firms.

Etie holds an MBA from Columbia University, where he graduated with Dean’s Honors, a JD from Benjamin N. Cardozo School of Law, where he served as the Supervisor Editor of the Law Review, and a BS in Finance from the University of Illinois at Urbana Champaign.




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