108: Etie Hertz - Why customer empathy is now the moat

PRODUCTEA with Leah, Growth & Senior Leadership

Etie Hertz, CEO of Loris.AI, breaks down how AI isn’t replacing humans - it’s unlocking superpowers for customer service teams. From analyzing 100% of customer conversations to predicting emerging issues before they blow up, he reveals how enterprises can turn empathy into a scalable strategy. Plus, why chatbots are headed for commoditization and the real value lies in the intelligence layer above.

Timestamps & Segments

1. 00:02:00 – From Lawyer to AI Disruptor
   Etie’s journey from predicting the 2008 crash to building AI that tackles agent burnout.
2. 00:09:00 – AI’s Hidden Superpower
   Why and how analyzing every customer conversation (not just samples) transforms decision-making.
3. 00:20:00 – Data Sanity vs. Stale Insights
   How Loris.AI keeps models dynamically updated—no more “cup of water in the ocean” bias.
4. 00:31:00 – The Chatbot Commoditization Trap
   Frontend bots are racing to the bottom; the real gold is in routing intelligence.
5. 00:38:00 – Enterprise AI’s Dirty Secret
   Why 2025 will force consolidation—and how CX leaders are becoming the new data powerbrokers.

Hot Takes
🔥 “AI agents using the same LLMs will have identical outputs within 2 years—it’s a race to the bottom.”
🔥 “If your AI isn’t making CX leaders the loudest voice in the boardroom, you’re doing it wrong.”

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