TELUS Digital, a global leader in the provision of AI-powered digital customer experience (CX) solutions, has entered into a strategic partnership with Parloa, a software platform that offers AI-based agentic CX solutions. Through this partnership, TELUS Digital seeks to leverage Parloa’s capabilities in the use of AI agent software to assist large enterprises in deploying and managing intelligent agents that will lead to high resolution rates and customer loyalty.
Parloa hails from Germany, where the company boasts of wide-ranging experience in rolling out large-scale enterprises within the context of complex regulatory environments such as the EU GDPR, ISO 27001, and SOC 2. The partnership will see the capabilities of Parloa expand to the delivery markets of North America and Europe.
Under the partnership framework, TELUS Digital will serve as a primary implementation partner. Organizations utilizing Parloa’s platform can contract software directly with Parloa while tapping TELUS Digital for end-to-end professional services, including solution architecture, system integration, change management, and ongoing managed operations.
Also Read: Work4Flow and LogicMonitor Partner to Drive Agent-to-Agent Capabilities, Integrating Edwin AI into ServiceNow
Addressing the Resolution Gap in Legacy Automation
However, traditional approaches to automation of customer service often fail to meet customers’ demands. Parloa found, based on its research of 10,000 enterprise sites and 4,000 chat conversations, that less than 9% of chatbot dialogues resolved the issue at hand, while less than 10% of the escalations were completed successfully, allowing the user to be reached by a live representative.
Moreover, as indicated in Parloa’s Consumer Patience Index study done by Propeller Insights among 1,001 U.S. consumers, one-third of the respondents were ready to switch companies to save themselves from waiting.
Parloa’s agentic AI technology addresses these challenges by handling multi-step processes such as identity verification, scheduling, payment processing, and order updates completely autonomously. When complex or sensitive inquiries arise, the platform smoothly transfers the interaction and contextual data to human agents.
“The research confirms what we’ve all experienced ourselves consumer expectations are high, and brand loyalty is fragile,” said Chris Silver, Chief Revenue Officer, Parloa. “They need to have their issue solved, the first time, on their preferred channel and with no unnecessary delays. Legacy automation couldn’t do it; Parloa’s can, and with our TELUS Digital partnership, we’re excited to show the innovative enterprise what’s possible in agentic customer experience.”
Enterprise-Grade Compliance and SAP Certification
In order to make sure that the implementation of the solution goes smoothly within an enterprise organization, Parloa runs on Microsoft Azure and has support for different advanced large language models (LLMs) like those offered by OpenAI in the form of GPT.
During the past six years, Parloa has provided solutions using voice and digital AI agents for highly regulated industries such as financial services, insurance, telecommunications, utilities, healthcare, retail, and logistics.
