# How Eucalyptus uses Lorikeet

**10ppt** increase in CSAT score

As published on [lorikeetcx.ai](https://www.lorikeetcx.ai/customer-stories/how-eucalyptus-boosted-csat-10pts-with-lorikeet-triage). Captured by usedby on 2026-10-08.

- Company: [Eucalyptus](https://www.usedby.ai/companies/eucalyptus.md)
- Tool: [Lorikeet](https://www.usedby.ai/tools/lorikeet.md)
- Industry: [HealthTech & Digital Health](https://www.usedby.ai/companies/industry/healthtech-digital-health.md)
- Teams: Support team

## The use case: how Eucalyptus deploys Lorikeet

Eucalyptus, a digital health provider, uses Lorikeet's AI for skills-based triage of support tickets. Each ticket is routed to an appropriate agent tier based on topic, customer tone and complexity, and medically urgent tickets are sent to clinical staff.

Summary written by usedby from the source page, in English. The figures are those of Lorikeet and Eucalyptus, not ours.

> After implementing skills-based triage, Eucalyptus saw a 10ppt increase in their CSAT score. The uplift was driven by getting the most complex cases to the best agents, which was impossible to do effectively without Lorikeet’s powerful triaging logic.

> Lorikeet’s triaging capabilities mean urgent medical questions are escalated to clinicians and dealt with quickly. This gives us the confidence to scale our healthcare offering safely. The uplift in patient satisfaction is icing on the cake.
>
> Estelle Berton, Operations Lead

Source: [lorikeetcx.ai](https://www.lorikeetcx.ai/customer-stories), captured 2026-10-08.

> Without Lorikeet we would have been overwhelmed with enquiries - and our patients would have been waiting hours for critical information.
>
> Simon Baume, Chief Operating Officer

Source: [lorikeetcx.ai](https://www.lorikeetcx.ai/customer-stories), captured 2026-10-08.

> We're delivering faster, more efficient support to our patients like never before, with no compromise to patient experience.
>
> Simon Baume, Chief Operating Officer

Source: [lorikeetcx.ai](https://www.lorikeetcx.ai/customer-stories/how-eucalyptus-use-lorikeet-to-deliver-healthcare-support-that-puts-patients-first), captured 2026-10-08.

> This ensures we're addressing the most impactful issues for our patients – all the while continuing to scale quality support with AI.
>
> Stella Marissa, Operations at Eucalyptus

Source: [lorikeetcx.ai](https://www.lorikeetcx.ai/customer-stories/how-eucalyptus-improved-operationally-with-topics), captured 2026-10-08.

## Lorikeet users in HealthTech & Digital Health

- [EasyKind](https://www.usedby.ai/companies/easykind.md) — Confirmed
- [Talkspace](https://www.usedby.ai/companies/talkspace.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 10ppt is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Eucalyptus.
- Checked: Eucalyptus uses Lorikeet. Confirmed line. Latest check across sources: 2026-10-20.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/eucalyptus-lorikeet-3 · How we check: https://www.usedby.ai/methodology