Proactive customer service
Proactive customer service is the practice of reaching out to customers before they contact you — anticipating needs, preventing problems, and creating positive touchpoints rather than waiting for issues to arise. It's the opposite of reactive support, where the customer must initiate every interaction.
Examples of proactive customer service include:
Notifying a customer about a shipping delay before they check the tracking page
Alerting a customer that their credit card is about to expire before a payment fails
Following up after onboarding to check if the customer needs help with features they haven't used
Reaching out when usage patterns suggest the customer may be considering churning
Proactively communicating about known issues or outages before customers experience them
The business impact of proactive service is significant. It reduces inbound ticket volume (fewer customers need to contact you when you've already addressed their concern), improves CSAT (customers appreciate being looked after), and strengthens retention (proactive outreach signals that the company values the relationship).
Historically, proactive service was difficult to scale because it required human agents to identify opportunities and initiate outreach. AI changes this constraint. AI systems can monitor customer data in real-time, identify situations that warrant proactive outreach, and execute that outreach at scale — sending personalized messages to thousands of customers simultaneously.
The shift from reactive to proactive service represents a broader transformation in CX: from "support as a cost center that responds to problems" to "customer experience as a value driver that builds relationships." AI is the enabling technology that makes this shift economically viable.
Related terms: AI concierge, customer retention rate, customer journey mapping
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.