# How Firm360 uses Lorikeet

As published on [lorikeetcx.ai](https://www.lorikeetcx.ai/customer-stories/how-firm360-turned-its-support-stack-into-a-self-improving-system-with-ai). Captured by usedby on 2026-10-08.

- Company: [Firm360](https://www.usedby.ai/companies/firm360.md)
- Tool: [Lorikeet](https://www.usedby.ai/tools/lorikeet.md)
- Teams: onboarding specialists, CSMs, ops leads, sales

## What the story says

Firm360, a platform used by accounting firms, uses Lorikeet to take support ticket volume off onboarding specialists, CSMs and ops leads. It also runs a biweekly analysis of the knowledge base via Lorikeet's MCP server, Slack and conversation transcripts to find and close gaps, and uses Lorikeet in Slack so sales can ask product questions.

Summary written by usedby from the source page, in English. The figures are those of Lorikeet and Firm360, not ours.

> Every two weeks, Firm360 runs analysis against three sources at once: Lorikeet’s MCP server, Slack, and recent customer conversation transcripts. The output is a ranked list of knowledge base gaps with draft answers attached.

> Now the team can ask Lorikeet, get responses in the moment, and immediately act on customer needs. Hiring is a full-time job, onboarding is a full-time job. Lorikeet makes everyone more efficient.
>
> Gonzalo Cayo, Chief Customer Officer

## What usedby checked

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

- Checked: the passage quoted above is copied word for word from the page, near the name of Firm360.
- Checked: each number in our summary is printed on the page.
- Checked: Firm360 uses Lorikeet. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/firm360-lorikeet · How we check: https://www.usedby.ai/methodology