No rip-and-replace. Lorikeet runs on your existing Twilio telephony as an intelligent IVR, takes a seat alongside your team in Zendesk, and is grounded in your public knowledge base. Both core connections are clean for us.
Three layers: your existing channels on the left, Lorikeet in the middle, your systems of record on the right. Zendesk stays as the servicing system of record. Nothing leaves your data perimeter, and your team keeps human-in-the-loop control.
Each system mapped to its access pattern, ownership split, and whether it is ready for the first phase or scoped for later. We flag the open questions honestly rather than assume.
Twilio is an existing partner of ours, so the voice path is clean. Your inbound number points at Lorikeet, the five-option menu becomes an intelligent assistant, and complex calls route or hand off to the right team, on the telephony you already run.
System of record for tickets, conversations, and contacts. Lorikeet operates inside Zendesk, taking a seat alongside your servicing team. Your existing inbox, audit trail, and human-in-the-loop tools stay exactly as they are.
Most of your support content is publicly available. We scrape it as part of our process and use it to ground the agent, so the demo answers "how do I open an account" and common how-to questions from your real material, not invented copy.
Phase one is tier-0 and unauthenticated how-to, so it does not need account data. To answer adviser-specific or account-specific questions later, the agent would read from your platform. You flagged that surfacing this cleanly is a work in progress internally, so we scope it together rather than assume.
Built for regulated financial services. Guardrails stop the agent giving financial advice or saying anything it shouldn't. Message checks route signals of financial distress or potential fraud straight to a human. Every action is logged for your risk and legal teams.
The messaging trial you launched in the last couple of months keeps running. Voice is the bigger near-term opportunity, so we start there. When it makes sense, the same Lorikeet brain can take over chat so advisers get one consistent experience across channels.
Three inbound situations, showing every touchpoint end to end. These are the kinds of calls the intelligent IVR handles natively, with a clean handoff the moment a call needs a person.
| Step | How do I open an account | Application error troubleshooting | Investment question → human |
|---|---|---|---|
| Inbound | Adviser calls the main number during an EOFY spike | Adviser calls mid-application, hitting an error | Adviser asks whether an asset is on platform / a returns question |
| Intelligent IVR | "What can I help with?" — recognises an account-opening request | Recognises a troubleshooting request, skips the menu | Recognises the topic is moving toward investment specifics |
| Knowledge | Pulls account-opening steps from the public knowledge base | Matches the error to the known fix and walks through it | Holds the line; does not attempt an advice-adjacent answer |
| Guardrails | Stays on process; no advice on product suitability | Stays on the documented fix; no workarounds it cannot stand behind | Hard rule on financial advice; collects context for the handoff |
| Action | Answers in full; logs the call and outcome to Zendesk | Resolves the common case before it reaches a person | Warm handoff to the right human queue with context attached |
| Result | Adviser is unblocked without waiting in a phone queue | Simple error cleared at tier-0; human time saved | The person picks up already briefed, not starting cold |