AI-powered customer service automation company Parloa launched its new AI Agent Management platform (AMP). This technology – which is bolstered by a $66m investment round led by Altimeter Capital – features genAI-powered software specifically designed for contact centers.
AMP can go beyond traditional scripted conversation flows, offering fully dynamic and autonomous personal agents that engage in more natural, conversational interactions to help quickly solve problems, increase customer satisfaction and build stronger loyalty.
“With AMP, Parloa ushers in the genAI era of the customer contact center,” said Parloa CEO, Malte Kasub. “We see a future in which every customer will have their own personalized AI agent who already knows their entire history with the company and is available 24×7 in any language. Now, our customers can harness the full power of generative AI, going beyond scripted flows for a more conversational experience. AMP makes customer contact center interactions with personal agents as easy as talking with a friend.”
Traditional customer contact center agents, both human and virtual, are trained to follow specific, rule-based scripts. Initially, these scripts were designed to help agents maintain compliance and drive calls to a successful resolution. However, rule-based scripts for virtual agents at scale can be too limiting and lack human empathy. This approach becomes even more challenging in larger contact centers, where customer needs are more diverse and complex.
Parloa AMP empowers businesses to manage a team of highly-skilled, genAI-powered agents on a global scale. Utilizing the latest models from Microsoft Azure OpenAI service, AMP enables the fast deployment of personal AI agents at scale, and setting new standards in customer and employee satisfaction. AMP’s personal agents are trained with genAI’s natural language briefings instead of rule-based dialogue scripts, resulting in a more natural conversation flow with customers. For the first time, generative AI is available in a platform that any company can easily integrate into their existing customer service. Parloa AMP provides high-performance genAI agents that excel at phone conversations, at enterprise scale.
Thanks to a collaboration with Microsoft, Parloa provides GPT-4o through the Azure OpenAI Service; its goal with AMP is to offer the most advanced genAI technology while promoting higher security, data protection and regulatory standards compliance levels.
“Parloa is defining how generative AI is used in customer service with the release of the AI Agent Management Platform,” says Marco Casalaina, VP of products, Azure AI, Microsoft. “Combined with their industry-leading, always-on copilot for real-time translation, Parloa is setting the standard for personal, 24×7 support experiences – all delivered by AI agents using Microsoft Azure AI.”
Ibex and Waterfield Tech are Parloa’s official AMP launch partners in North America, and are working directly with Parloa to ensure North American customers can more quickly and easily reap the benefits of AMP.
