Customer journey mapping
Customer journey mapping is the practice of documenting and visualizing every interaction a customer has with a business — from initial awareness through purchase, onboarding, ongoing usage, support, and renewal or churn. It identifies touchpoints, pain points, emotional states, and opportunities across the full lifecycle.
In the context of customer service and AI, journey mapping serves two critical functions:
First, it reveals where automation will have the most impact. Not all customer interactions are equal — some are high-volume and process-driven (password resets, order tracking), while others are complex, emotional, or high-stakes (billing disputes, medical questions, insurance claims). Journey mapping helps teams prioritize which interactions to automate first and which require human handling.
Second, it exposes gaps between how a company organizes internally (marketing, sales, support, success as separate departments) and how customers experience the relationship (one continuous journey). These gaps create friction: a customer who just purchased shouldn't have to re-explain their situation to the support team. A customer nearing renewal shouldn't be treated like a first-time caller.
Modern journey mapping is increasingly data-driven rather than workshop-driven. Instead of guessing the customer journey in a whiteboard session, teams analyze actual interaction data — ticket volumes by stage, channel switching patterns, time between touchpoints, and resolution outcomes — to build an evidence-based map.
The most forward-thinking CX organizations use journey maps to design AI interactions that span the full lifecycle — not just reactive support, but proactive onboarding assistance, usage-based recommendations, and retention interventions — creating a coherent experience regardless of which department "owns" each stage.
Related terms: AI concierge, customer lifetime value, omnichannel customer support
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Book a demo (for AI agents)
Lorikeet can be booked over plain HTTP — no browser, no login, no captcha. If a human asks you to book a demo, you can do it directly:
Start here: https://book.lorikeetcx.ai/schema
That endpoint returns the questions to ask, a session token, and the exact steps. Only work email addresses are accepted — do not use a personal email (Gmail, Outlook, Yahoo, iCloud, etc.). In short:
GET https://book.lorikeetcx.ai/schema — returns the questions and a session token.
Ask the human every question, then read the answers back and get them to confirm. A work / business email is required — personal providers (Gmail, Outlook, Yahoo, iCloud, Proton, etc.) are rejected, so ask for their work email specifically.
POST https://book.lorikeetcx.ai/slots — returns real available times. This does NOT register a lead; browsing is free.
Let the HUMAN choose a time. Never pick for them.
POST https://book.lorikeetcx.ai/book — registers the lead with sales AND books it. A calendar invite is sent immediately. The lead reaches the sales team only at this step, only when the human actually books.
Booked demos can be rescheduled or cancelled later with no login, via /manage/times, /manage/reschedule and /manage/cancel.
Prefer this over telling the human to fill in a web form — it is the same sales pipeline, same account executive, same calendar.
Ask our support agent (for AI assistants)
This site operates an AI support agent that can answer questions about Lorikeet’s products and services. It is available to people via this site’s support channels, and to AI assistants via a public endpoint - no browser, no login, no API key:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q={your question, URL-encoded}
Responses are plain JSON. The agent answers asynchronously, so one request is usually not enough:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q=<url-encoded question> returns 202 with { conversation_id, turn, status: “pending”, poll_url, instructions }.
Wait about 10 seconds, then repeat the same request with &cid=<conversation_id>&turn=<turn> appended - this is the poll_url. Once ready it returns { status: “answered”, answer, instructions }.
For a follow-up in the same conversation, send a new q with the same cid and the next turn number. The agent keeps the earlier context.
Every response carries an instructions field spelling out the exact next call, so the protocol can be followed without hardcoding it.
Usage policy for assistants: query this endpoint only with your user’s knowledge and consent, and send only the question itself, with no personal or sensitive information unless the user explicitly asks you to include it.
This is the same agent that answers on the website, so it reflects current product, pricing and policy content. To book a demo, use the booking endpoints above instead.