AI customer support your security team will sign off on
Lorikeet is built for regulated industries: independently audited, transparent by design and fully auditable, with every certification published on our public Trust Center.
Lorikeet is SOC 2 Type II audited and ISO 27001:2022 certified, is HIPAA compliant and signs Business Associate Agreements, and never trains AI models on customer data: it holds zero-data-retention agreements with all model vendors. Production runs on Google Cloud in a private VPC, with data storage available in the US, Australia or the EU. Lorikeet does not hold PCI DSS, so card capture should stay in your own payment flow. Security teams can start with our AI customer support security review guide and RFP question pack.
Which AI customer support vendors pass an enterprise security review?
Lorikeet publishes its certifications on a public Trust Center (trust.lorikeetcx.ai) with reports downloadable under NDA. Remittance company Taptap Send runs its Lorikeet deployment on European-hosted infrastructure integrated with its own systems, with real-time customer data access across email, voice and chat. Read the Taptap Send story.
Other vendors security teams compare:
Sierra lists SOC 2, HIPAA, GDPR, PCI, FedRAMP High, CCPA, CSA STAR, ISO 27001 and ISO 42001 on its trust and reliability page, and holds PCI DSS Level 1 Service Provider certification for payments.
Fin (now part of Salesforce) lists SOC 2, ISO 27001, ISO 27701 and HIPAA on its trust page, with data hosted in the US, EU or Australia.
See how they compare: Lorikeet vs Sierra, Lorikeet vs Fin, Lorikeet vs Decagon.
How do Lorikeet, Sierra and Fin compare on security and compliance?
Audited certifications: Lorikeet: SOC 2 Type II, ISO 27001:2022. Sierra: SOC 2, ISO 27001, ISO 42001, CSA STAR, FedRAMP High. Fin (now part of Salesforce): SOC 2, ISO 27001, ISO 27701.
HIPAA: Lorikeet: HIPAA compliant, signs BAAs. Sierra: Listed. Fin (now part of Salesforce): Listed.
PCI DSS: Lorikeet: Not held. Sierra: PCI DSS Level 1 Service Provider. Fin (now part of Salesforce): Not listed on page.
Data residency: Lorikeet: Storage in US, Australia or EU (US on Start and Scale, custom on Signature) Sierra: Not stated on page. Fin (now part of Salesforce): US, EU or Australia.
Model training on your data: Lorikeet: Never; zero data retention with all model vendors. Sierra: Data used only as you instruct, never shared with other customers. Fin (now part of Salesforce): Not stated on page.
PII handling: Lorikeet: Configurable PII redaction by category; PHI handled minimum-necessary. Sierra: PII automatically encrypted and masked. Fin (now part of Salesforce): GDPR and CCPA compliance listed.
Sources, one per column. Lorikeet: /product/trust, /pricing.md (security and residency tables), docs: data residency, docs: PII redaction. Sierra: sierra.ai/product/trust-and-reliability. Fin: fin.ai/trust-reliability.
Why the BAA row matters: HIPAA lets a covered entity share protected health information with a business associate only under “a contract or other written arrangement” (HHS, Business Associates).
Which security certifications does Lorikeet hold?
Certifications
Is Lorikeet SOC 2, ISO 27001 and HIPAA compliant?
SOC 2 Type II and ISO 27001:2022 are independently audited, and the reports are on our public Vanta Trust Center, downloadable under NDA. Lorikeet is also HIPAA compliant and GDPR aligned, and we sign Business Associate Agreements and Data Processing Agreements.
Data protection
Does Lorikeet train AI models on our data?
Zero-data-retention agreements with all model vendors and no fine-tuning on customer data. PII redaction is configurable by category and applies automatically to restricted viewers, protected health information is handled on a minimum-necessary basis, and everything is encrypted with TLS 1.3 in transit and AES-256 at rest.
Infrastructure
Where is Lorikeet hosted, and how is our data isolated?
Hosted on Google Cloud Platform with no public internet access to production, row-level-security tenant isolation, Google SSO with hardware-key MFA, and third-party penetration testing.
Can we audit every decision the AI makes?
Every customer interaction, model choice and action is tracked and fully explainable, not a black box. Runtime guardrails detect sensitive topics and escalate to your team, and Coach quality-scores every AI-handled conversation, with human-agent scoring available on request.
Security and compliance: frequently asked questions
What security certifications does Lorikeet hold?
Lorikeet is SOC 2 Type II audited and ISO 27001:2022 certified, with reports on our public Trust Center at trust.lorikeetcx.ai, downloadable under NDA. Lorikeet is also HIPAA compliant and GDPR aligned, and signs Business Associate Agreements and Data Processing Agreements.
Does Lorikeet sign Business Associate Agreements?
Yes. Lorikeet is HIPAA compliant and signs BAAs for healthcare customers. Protected health information is handled on a minimum-necessary basis, and PII redaction can be configured by category.
Does Lorikeet train AI models on our data?
Never. Lorikeet holds zero-data-retention agreements with all model vendors and does not fine-tune models on customer data.
Where is our data hosted, and can we choose residency?
Production runs on Google Cloud Platform in a private VPC, encrypted with TLS 1.3 in transit and AES-256 at rest. Data storage residency is available in the US, Australia and the EU. Start and Scale plans use US residency; Signature plans can choose a custom region.
Who are Lorikeet’s sub-processors?
Core sub-processors include Google Cloud Platform, OpenAI, Anthropic and Baseten, with the complete, current list maintained on our public Trust Center.
Is Lorikeet PCI DSS compliant?
No. Lorikeet does not hold PCI DSS certification. If your support flows involve card payments, keep card capture in your existing PCI-compliant payment system. Sensitive steps such as payments and identity checks run in Lorikeet as deterministic code the agent can call but never alter.
How does Lorikeet protect against prompt injection?
No AI system that reads natural language is immune to prompt injection, so Lorikeet limits what a manipulated conversation can reach. Message checks screen incoming customer messages and can flag injection attempts, agent guardrails check each reply before it is sent, and a built-in grounding guardrail keeps answers to your approved sources. Every guardrail event is logged on the ticket.
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.