TL;DR
- Brainfish answers from your product knowledge, cites its source, runs deterministic multi-step workflows across your systems, and works across chat, your help center, dev docs, Slack, Teams, and email.
- Lorikeet runs multi-step workflows with fixed guardrails for regulated industries like fintech, healthcare, and energy, across voice, SMS, chat, email, and WhatsApp.
- Brainfish and Lorikeet both connect to Zendesk and Intercom.
Brainfish vs Lorikeet comes down to your support model, not whether your industry is regulated. Brainfish combines a self-updating knowledge layer with cross-system execution for teams that need accurate, auditable answers and controlled actions across complex products and systems. Lorikeet is an AI concierge differentiated by its packaged omnichannel experience, particularly voice, SMS, and WhatsApp, and hands-on deployment.
Both companies started in Australia, and both sell into a market that's growing fast. MarketsandMarkets projects the AI for customer service market will grow from $12.06 billion in 2024 to $47.82 billion by 2030. Customer experience is only starting to recover: Forrester's 2026 index found US CX quality rose for the first time since 2021, but it's still short of where it was before four years of decline.
Market growth doesn't tell you which tool to pick. What matters is fit: whether the tool is built for your ticket mix and works with the stack you already run. Huntress, a cybersecurity company, kept Zendesk, replaced Zendesk's Answer Bot with Brainfish, and prevented about half of its monthly support tickets while holding a 99% CSAT.
What is Brainfish?
Brainfish builds AI support agents designed for B2B companies. Its agents answer from your product knowledge, then take action across your systems. They draw on help center articles, tickets, call transcripts, and demo videos, cite the source on every answer, and personalize answers by plan, role, and account context.
Agents work in chat on your site or product, your help center, dev docs, Slack, and Microsoft Teams, with AI-drafted email replies in Salesforce.
For the work that follows a ticket, question, or other trigger, there's Ballet by Brainfish, an agentic orchestration platform for ops teams, including support. You describe a workflow in plain English, and Ballet builds and runs it end to end, the same way every time. Brainfish covers what your agents know, and Ballet covers what happens after a ticket is marked resolved, like processing a refund and updating the billing tool and CRM.
One multi-step refund workflow, for example, starts when a customer emails asking for a refund, looks up the contact in HubSpot, verifies the plan, issues the Stripe refund, and replies. Workflows run deterministically as readable code your engineers can review before production, escalate to a person when a rule says so, and reach a first draft in about 10 minutes.
Brainfish sits on top of the helpdesk you already run, and its built-in analytics show which questions the agent still can't answer.
What is Lorikeet?
Lorikeet is an AI customer support platform built for regulated industries like fintech, healthcare, and energy, where a support ticket can involve money, medication, or compliance. Its agent, which Lorikeet calls a concierge, follows your standard operating procedures and works inside systems like Zendesk, Stripe, and your internal APIs. It works across phone, SMS, chat, email, and WhatsApp.
The architecture is what Lorikeet calls Intelligent Graph orchestration. The model works inside a structured workflow, which Lorikeet says keeps it within defined limits and makes every action traceable. It also offers a Team of Agents setup, where specialized agents work with third parties.
Lorikeet also offers a Coach agent that reviews every ticket, not only the small share that get a CSAT response.
How do Brainfish and Lorikeet compare feature by feature?
The table below draws on Brainfish's and Lorikeet's product pages.
The gap is mostly about the operating model, not the level of risk. Choose Brainfish when support demands accurate, auditable answers and controlled actions across complex products and systems, including in regulated and high-trust industries. Consider Lorikeet when voice, SMS, WhatsApp, prescribed consumer-service workflows, and a hands-on deployment model are the primary requirements.
Where does Brainfish fit best?
Brainfish fits best when you support a complex B2B software product:
- Frequent releases. It turns demos, calls, tickets, and Slack threads into knowledge, so answers keep up with each release instead of waiting on a quarterly docs sprint.
- Knowledge and execution together. Brainfish keeps answers current, and Ballet acts on them with workflows you can simulate on real cases before they go live. One mid-market B2B SaaS company auto-resolves 40% of its support volume through a Ballet workflow, resolved rather than deflected, with a human in the loop where it counts.
- Measured results. Smokeball's full resolution time averages 0.4 hours, and Mad Paws reported a 636% ROI within five months in 2023.
- Where your team already works. Agents run in Slack and Teams, hand off to live agents in Zendesk, and plug into your own AI tools through an MCP server.
In Brainfish's AI customer support guide, CEO Daniel Kimber lays out the buying test:
"By 2026, most vendors can demo a good model. The differentiator is whether the operating model underneath is real: citations you can audit, escalation that carries context, and analytics that tell you which articles are actually resolving questions."
Daniel Kimber, CEO and Co-Founder, Brainfish
Where does Lorikeet fit best?
Lorikeet fits best when your support model centers on complex consumer workflows across voice and messaging, particularly when you want hands-on deployment support:
- Omnichannel regulated support. It pairs voice, SMS, WhatsApp, chat, and email with deterministic guardrails for high-stakes customer procedures.
- Workflows for high-stakes actions. Its Intelligent Graph is designed to keep each step inside defined limits, which suits KYC checks, account changes, and card replacements in fintech and healthcare. Breeze, an APAC fintech, said Lorikeet independently resolved 40% of its complex support volume within 30 days.
- Voice, SMS, and WhatsApp. If your customers call or text, Lorikeet already covers those channels. Summ's team saw chat and email first responses fall from about 30 minutes to under one minute with Lorikeet.
- Hands-on deployment. Lorikeet offers forward-deployed engineering support, so its team can help build and tune workflows alongside yours.
Lorikeet CEO Steve Hind has said the company deliberately built for regulated sectors like financial services, healthcare, and energy, where actions carry real consequences.
Is Brainfish a good Lorikeet alternative?
It is if you sell B2B software and support depends on accurate product knowledge, customer context, and actions across multiple systems. Brainfish combines a self-updating knowledge layer with cross-system execution. Its agents deliver cited, customer-aware answers, while Ballet builds the integrations and workflows required to resolve the underlying issue, not just respond to it.
A technical team could also combine them. Lorikeet's product page says it connects to knowledge bases and MCP, and Brainfish ships an MCP server, so Brainfish's knowledge could feed Lorikeet's workflows. Ask both vendors how that setup would work.
Which one should you choose?
Choose Brainfish if:
- You sell B2B software and your docs lag behind your releases.
- You want cited answers grounded in your existing docs, tickets, and call transcripts.
- You want ops teams to describe workflows in plain English and engineers to review them as code.
Consider Lorikeet if:
- You work in fintech, healthcare, or energy, where a wrong answer creates compliance risk.
- You want one agent across voice, SMS, WhatsApp, chat, and email.
- You want workflows for high-stakes tasks built with an engineering team's help.
Before you decide, ask both vendors three questions:
- Who keeps the content the agent relies on current as your product ships?
- What share of your tickets are product questions versus actions like refunds?
- What context does a human agent get when the AI escalates?
Then test with real tickets. Bring your ten hardest tickets to a Brainfish demo and see how the answers compare.