# Building Lorikeet: How AI Humility and a Dual-Agent Architecture Are Redefining Customer Support

Page: https://stenobird.com/podcast/just-now-possible-7481489/building-lorikeet-how-ai-humility-and-a-dual-agent-architecture-are-redefining-customer-support
Text version: https://stenobird.com/podcast/just-now-possible-7481489/building-lorikeet-how-ai-humility-and-a-dual-agent-architecture-are-redefining-customer-support.md
Podcast: [Just Now Possible](https://stenobird.com/podcast/just-now-possible-7481489)
Published: 2026-05-28T08:00:00+00:00
Episode link: https://justnowpossible.podigee.io/26-an-ai-customer-support-agent-at-lorikeet
Audio file: https://audio.podigee-cdn.net/2498837-m-817dc47c746f32cae59cccf8c162b5d1.mp3?source=feed
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Duration seconds: 4095

## Resource

What does it take to build an AI customer support agent that actually knows when it can't help — and says so? In this episode of Just Now Possible, Teresa Torres talks with Jamie Hall (Co-founder & CTO), Xharmagne Carandang (Product Engineer), and Rona Wang (Product Engineer) of Lorikeet, a startup building AI customer support concierge agents for businesses in regulated industries. Lorikeet's vision: an agent that responds like the best customer support you've ever had — one that knows you, gets things fixed, and hands off gracefully when it's out of its depth. The team spent months exploring the wrong ideas — reflection tools, information dashboards — before a healthcare startup pulled them toward the real problem: just help us clear the inbox. Their earliest prototype was a command-line script delivering results via CSV. Today, Lorikeet runs two agents: a Concierge that handles customer tickets end-to-end, and a Coach that helps customers configure, test, and continuously improve it. You'll hear how they built customer-configurable guardrails (and why a cannabis company's support tickets broke their first approach), designed a "resolution in the loop" pattern for human-AI collaboration, and are now flipping the configuration workflow so customers define what good looks like before they ever write a standard operating procedure.

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## Transcript

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