Following up on our conversation
Thanks for the chat, Alex. Here's a summary of what we discussed, how Lorikeet could help across both inbound and outbound, and what getting started would look like with your Salesforce environment.
Your challenges and how we could work together
OurMoneyMarket's customer base has grown exponentially over the last 4–5 years. Your support volume has outpaced your team's capacity, and you're looking for AI that can handle the basics while your team focuses on what matters.
Rapid growth, same team size
Customer base has expanded exponentially, but your inbound team of 6–7 hasn't scaled with it. Email response targets of 2 business days are getting harder to hit.
Half your calls are status checks
~50% of inbound phone calls are borrowers following up on loan settlement status. These are perfect for AI — instant answers, no human needed.
Basic enquiries dominate
Account statements, payout letters, payment detail changes, application status, loan closure — over 50% of your traffic is repetitive and automatable.
60–70 outbound staff
The majority of your frontline team is focused on outbound — contacting pre-approved borrowers and following up on applications. AI can augment this significantly.
Salesforce is the backbone
Salesforce is your main operating system, and you're working on Service Cloud. Lorikeet integrates natively with Salesforce — we do this daily.
Complaints stay with humans
Complex cases like complaints need your team's judgment. Lorikeet handles the first mile — collecting info, clarifying details — then hands off cleanly.
How we'd work together
Start with the 50%+ of basic enquiries that your team shouldn't need to touch. Get AI handling account statements, application status, payment changes, and loan closure queries across chat, email, and voice. Your team focuses on complaints, hardship, and complex lending decisions.
Then expand to outbound — AI following up on incomplete applications and pre-approved borrowers, augmenting your 60–70 person outbound team. Same platform, same Salesforce integration.
How we would approach inbound support
Lorikeet handles the repetitive volume across chat, email, and voice. Your team gets time back for the complex work that actually needs them.
1 Instant answers to common questions
The AI answers the questions your team gets hundreds of times a day:
- Account statements — clarifies which type, explains how to access via the portal
- Payout letters — confirms loan closure status, provides payout figures
- Payment detail changes — walks through updating direct debit details
- Application status — pulls status from Salesforce, explains next steps
- Loan closure — confirms settlement completion and final balance
2 Salesforce integration for real data
The AI authenticates borrowers, then pulls their actual loan data from Salesforce Service Cloud. No generic responses — real account balances, real application statuses, real settlement dates. Every interaction is logged back to the borrower's Salesforce record.
3 AI-powered IVR replacement
Replace the current 4-option phone menu (which all goes to the same line anyway) with an AI voice agent. Borrowers describe what they need in their own words, and the AI either resolves it immediately or routes to the right person with full context.
4 Clean escalation to your team
Complaints, hardship cases, and anything the AI can't confidently resolve gets handed to your human team — with a full summary of the conversation, the borrower's details, and the context they need to pick up instantly. No cold transfers.
5 Compliance guardrails built in
Guardrails prevent the AI from giving financial advice, detect signs of hardship or distress and route appropriately, flag regulatory complaints, and ensure every interaction meets your obligations as a regulated lender.
Try the chat agent — ask about your loan, repayments, application status, or anything else.
Call the voice agent — same AI, same knowledge, over the phone.
0468 171 416Australian number • Available 24/7 • Voice, greeting, and personality all customisable
How we could approach outbound
You mentioned that 60–70 of your frontline staff are focused on outbound contact — reaching pre-approved borrowers and following up on applications. AI can handle the first touch at scale, so your team focuses on the warm leads.
1 Incomplete application follow-up
Borrowers start an application online and drop off — maybe they got busy, maybe the Illion bank statement step confused them. The AI calls within 24 hours, checks in, and offers to walk them through the remaining steps. If they're stuck on bank statements, it explains the 60-second Illion process right on the call.
2 Pre-approved borrower outreach
Borrowers who receive a pre-approval but don't action it within a few days get a friendly call. The AI knows their loan amount, rate, and purpose. It addresses the most likely blockers — comparing rates, understanding fees, or just not having found the time — and guides them to the next step.
3 Cold application re-engagement
Applications that went silent after 1–2 weeks get a check-in call. The AI opens with what it knows ("your renovation loan is still pre-approved"), addresses likely concerns (busy with work, worried about debt), and offers to arrange a callback with a lending specialist if they want to talk through the details.
4 How it works with your team
The AI handles the first touch at scale — hundreds of calls per day that would take your team hours. When a borrower is interested, the AI logs everything to Salesforce and arranges a warm handoff to your human team. Your 60–70 outbound staff spend their time on engaged borrowers, not cold calls.
Try it yourself
Pick a borrower scenario, enter your phone number, and receive an AI follow-up call within seconds.
Sarah Mitchell
James Chen
Lisa Thompson
Getting started with Salesforce
You mentioned Salesforce is your main operating system and you're working on Service Cloud. Integrating Lorikeet with Salesforce is something we do daily — here's what the process looks like.
Scope & connect
Map your Salesforce objects to Lorikeet actions. Which fields does the AI need to read (loan status, balance, settlement date)? Which actions can it take (update case, log interaction, trigger task)? Your FDE connects the Salesforce Service Cloud API and verifies data flows.
Build & configure workflows
Your FDE builds the production workflows in plain English — account statement requests, application status checks, payment changes, escalation paths. Each workflow is connected to the right Salesforce actions. You review and refine the language, tone, and logic.
Test & simulate
Run hundreds of simulated conversations against your real Salesforce data. Test edge cases, compliance scenarios, escalation paths. Your team reviews transcripts and gives feedback. Iterate until you're comfortable.
Go live (gradually)
Start with a single channel (e.g. chat) and a subset of enquiry types. Monitor performance in real-time with Coach, Lorikeet's QA tool. Scale to email, voice, and more complex workflows as confidence grows. Your FDE and PM support you throughout.
What we need from your side
- Salesforce API access — read access to loan/case objects, write access to log interactions
- A point of contact — someone from your team (or your Salesforce contractor) to help map the data model
- Sample workflows — how your team currently handles the top 5 enquiry types (we'll shadow or review scripts)
- Test environment — a Salesforce sandbox for integration testing before going live
What you get from our side
- Dedicated FDE — a technical resource who builds, tests, and maintains your Lorikeet setup
- Project Manager — coordinates timelines, handles your questions, ensures nothing falls through
- Self-serve or full-service — you choose how hands-on you want to be. We can work directly with your Salesforce team or handle it all ourselves.
- Ongoing Coach QA — automated quality assurance on every AI interaction, with themes, trends, and recommendations surfaced proactively
Pricing
Resolution-based pricing — you pay per resolved conversation. At your volumes (300–500 calls/day + 1,000+ emails), we can get sharp on per-resolution cost. Typical starting point is around $1 per resolution for 50k annual resolutions, with better rates at higher volume commitments.
Ready to take the next step?
Explore the sandbox, try the chat and voice agents, and let us know what you think. We can have you live on chat within a week.