Parloa

Helps enterprises build, validate, deploy, and improve AI agents across channels with greater control, security, and service quality.

Helps brands process personal-agent requests reliably while controlling permissions, workflows, risky actions, and resolution records.

Manage agents through code workflows or plain-language assistants, with simulations, evaluations, and draft previews supporting controlled releases.

Connects SAP data and workflows to AI agents that resolve customer issues, preserve handoff context, and surface relevant revenue opportunities.

Automates SAP order-to-cash interactions to resolve customer questions faster, reduce manual work, and clarify billing and order information.

Expands language and contact coverage while containing staffing costs and preserving human support for complex customer interactions.

Parloa AI Agent Management Platform

Parloa’s AI Agent Management Platform enables teams to build, test, deploy, and manage AI agents for customer conversations. It combines agent-building tools, model orchestration, conversational infrastructure, enterprise integrations, and security and governance controls. Agent Builder and Navigator help teams create and manage agents using low-code, no-code, and natural-language approaches. Performance Lab supports simulation and pre-release evaluation, while Parloa Lens monitors and evaluates live conversations and informs improvement. The platform supports voice and digital channels, more than 140 languages, and deployments across regions, with controls for data residency, privacy, and compliance.

• Manage Agents Across Their Lifecycle
  Build, test, deploy, and manage AI agents through a connected platform.
• Build Agents Without Developer Bottlenecks
  Create and adapt agents using plain-language guidance, existing procedures, and templates without relying on a dedicated developer team.
• Serve Customers Across Channels And Languages
  Support voice and digital conversations, including voice interactions in more than 140 languages.
• Unify Voice And Chat
  Offer consistent-quality customer conversations across voice and chat through one platform connected to existing systems.
• Connect Agents To Enterprise Systems
  Connect agents to business systems and data so they can use customer context, take actions, and resolve inquiries within existing workflows.
• Monitor Agent Quality In Production
  Track live performance and quality, investigate conversation-level behavior, and identify operational or compliance issues as they occur.
• Protect Conversations With Built-In Controls
  Apply safety, privacy, access, and audit controls across agent conversations, including real-time redaction of sensitive information.
• Match Models To Each Use Case
  Select and tune models for specific applications, control their behavior, and update them without disrupting agents.
• Handle High-Volume Calls Reliably
  Support unlimited simultaneous calls with built-in redundancy and direct connectivity to existing voice systems.
• Validate Agents Before They Go Live
  Test agent behavior, tools, and handoffs before real conversations, and compare versions using identical tests before release.
• Evaluate Agents Against Consistent Standards
  Apply aligned evaluation standards across Parloa agents, other AI agents, and human agents to understand performance across the service operation.
• Improve Agents With Tested Fixes
  Use observed failures and performance insights to identify and test changes, then apply approved updates to address issues and improve agent behavior.
• Keep Customer Data In Preferred Regions
  Keep data local and under customer control while supporting regional requirements and repeatable expansion into additional markets.
• Support Security And Compliance Reviews
  Provide documented certifications, policies, and guardrails, supported by third-party penetration testing and audit-ready logs.
• Manage Consistent Agents Across Markets
  Apply core behavior updates across deployed agents while managing market-specific variations through settings rather than code changes.
• Combine Components With Existing Systems
  Choose and integrate modular components and ready-to-use solutions alongside existing systems, adapting and sharing capabilities across brands and regions.
• Deliver Natural Brand-Aligned Conversations
  Support prompt responses and natural turn-taking while matching agent voices to brand tones and styles.
• Support Continuous Rich Chat
  Let customers use text, voice, files, and quick replies, and switch between typing and speaking without losing conversation context.
• Ground Answers In Business Knowledge
  Give agents access to trusted company information from connected knowledge sources.
• Coordinate Agents On Complex Workflows
  Break complex workflows into focused tasks and coordinate specialized agents through deterministic routing.
• Personalize Conversations With Customer Context
  Use relevant information from previous interactions to personalize conversations while keeping personalization within governance controls.
• Trace Quality Across The Customer Journey
  Review conversations and handoffs across AI and human agents to understand service journeys and identify where workflows may need improvement.
• Reuse Integrations And Industry Solutions
  Use and adapt pre-built integrations and industry solutions across regions and brands to reduce repeated work when launching agents and use cases.
• Send Conversation Data To BI Tools
  Export conversation and engagement data to existing BI tools or dashboards for analysis and reporting.

Personal Agent Middleware

Parloa’s Personal Agent Middleware sits between a customer’s personal AI agent and a brand’s systems. It applies the brand’s rules to incoming requests, checks customer authorization, and guides tasks across personal-agent providers, protocols, and backend systems toward resolution. Controls can require extra verification, confirmation, or human approval for higher-risk actions. The middleware also supports traceability, including records of what customers approved and what happened. It is available through a limited design partnership and is being built on open standards including Poppy, MCP, OAuth 2.1 token exchange, and Agent2Agent (A2A).

Category: AI Agent Orchestration Software

• Coordinate Requests Across Agent Systems
  Apply brand workflows across personal-agent providers, protocols, and backend systems without continually building separate integrations.
• Enforce Customer-Authorized Access
  Govern API access according to customer authorization and trust tiers so personal agents can retrieve only information customers are permitted to access.
• Check Risky Actions Before Execution
  Add checks and limits to consequential actions while allowing lower-risk tasks to proceed under appropriately scoped controls.
• Protect Requests, Data, And Credentials
  Guard AI instructions and tool descriptions, limit personal data exposure, govern data location, and keep credentials protected.
• Guide Requests Through Brand Processes
  Let personal agents request complete outcomes while the brand retains control of the workflows and process knowledge used to deliver them.
• Trace Requests And Review Decisions
  Follow request activity, review customer approvals, and use replay and compliance exports to understand what happened and why.
• Connect Systems Through One Resilient Layer
  Support requests across backend systems while handling retries, duplicate requests, and system failures.
• Draft, Test, And Manage Skills
  Use existing procedures to draft skills, test them before launch, and control updates through versioning and gradual rollouts.
• Measure Resolution Rates And Costs
  Assess request outcomes with success rates and cost per resolved intent.

Agent Management API, SDK, CLI, and MCP

Parloa’s Agent Management API, SDK, CLI, and MCP let engineers build, test, and deploy agents directly from code and release pipelines. Builders can also update agents in plain language through assistants such as Claude Code, Cursor, and ChatGPT. Simulations and evaluations act as a release gate, and changes are previewed and saved as drafts before they proceed.

• Build And Deploy Agents From Code
  Build and deploy agents directly from code and release pipelines using Parloa’s developer interfaces.
• Test Agents Before Release
  Use simulations and evaluations as a release gate when testing agents through code and release pipelines.
• Update Agents In Plain Language
  Make agent updates through supported assistants using plain-language instructions.
• Preview And Save Changes As Drafts
  Review changes in a preview and save them as drafts before they proceed.

Parloa x SAP

Parloa x SAP connects Parloa’s AI agents directly with SAP systems to deliver customer support informed by account, order, and case history. Agents can answer questions, resolve service requests, update SAP records, and pass conversation context to human agents. Pre-built integration and low-code configuration enable deployment with existing SAP data and systems, without a technology-stack overhaul. The solution is an SAP Endorsed App and SAP Solution Extension, with integration tested for enterprise requirements.

Category: Customer Support Automation Software

• Connect AI Agents Directly To SAP
  Link customer conversations to SAP systems and workflows using existing business data, with pre-built integration and low-code configuration.
• Use Customer History In Conversations
  Give agents access to account, order, and case history so they can respond with information relevant to each customer’s situation.
• Resolve Requests And Update SAP
  Complete supported service tasks in a conversation and send interaction information back to SAP for subsequent customer operations.
• Hand Off Conversations With Full Context
  Pass conversation details and a summary to a human agent in SAP Agent Desktop so they can continue from the point of escalation.
• Apply SAP Access Controls And Auditing
  Respect SAP authorization objects and maintain transaction audit trails to support controlled access to customer and business data.
• Give Customers Real-Time Status Updates
  Use SAP data to answer questions about cases, orders, and deliveries, including proactive shipment-delay notifications.
• Surface Relevant Offers After Resolution
  Use customer and business context from SAP to suggest a relevant offer or expansion opportunity after addressing a service issue.
• Test Agent Versions Before Launch
  Run simulated customer interactions and compare agent versions before go-live to evaluate accuracy and compliance.
• Monitor Conversation Quality And Trends
  Review interaction quality, outcomes, and trends, and use scoring to identify compliance risks and sentiment shifts.
• Carry Customer Context Across Channels
  Support conversations across voice, chat, and digital channels while keeping interaction information connected to SAP customer operations.
• Support More Than 140 Languages
  Serve customers and employees across global operations with support for more than 140 languages and regional dialects.

SAP Order to Cash

Parloa’s SAP Order to Cash solution connects voice AI agents natively with SAP S/4HANA, ECC, and SAP Commerce. Agents use customer, order, and billing data to handle order-status questions, change orders, billing inquiries, and disputes. Subtask Agents can manage multi-step quote-to-cash workflows, with SAP authorization controls and transaction audit trails. The solution also bridges CRM and SAP data to provide a connected customer experience without a separate data layer or integration debt.

Category: Customer Support Automation Software

• Connect Agents To SAP Data
  Give agents access to SAP customer and transaction data for relevant order-to-cash interactions.
• Answer With Complete Customer Context
  Use customer history and data from SAP to provide informed answers about orders, billing, and disputes.
• Clarify Billing Questions Faster
  Use SAP data to answer billing questions and provide payment clarity with less back-and-forth.
• Automate Multi-Step Workflows
  Coordinate complex quote-to-cash tasks through Subtask Agents, reducing manual work across connected processes.
• Respect SAP Controls And Track Transactions
  Apply SAP authorization objects to agent actions and maintain transaction audit trails for traceability.
• Process Order Changes Automatically
  Handle change-order requests through automated workflows connected to SAP.
• Integrate With SAP Confidence
  Use a premium-certified solution designed to meet standard legal and IT requirements for SAP integration.
• Connect CRM And SAP Data
  Bring CRM and SAP data together in a single customer experience without adding a separate data layer.

BPO Staff Augmentation

Parloa’s AI agents handle high-volume routine BPO cases, including across more than 140 languages, while human teams focus on complex interactions. The solution is designed to help BPOs expand coverage and manage contact volume without expanding headcount or changing existing contracts. Agents follow defined workflows, can be benchmarked against language-specific scripts and scenarios before go-live, and integrate with Dynamics 365, Salesforce Service Cloud, and ServiceNow CSM. Parloa’s platform integration layer can also help reduce the number of vendors to manage.

Category: Customer Support Automation Software

• Scale Coverage Without Added Headcount
  Handle routine contact volume as it grows, helping BPOs cover more markets without adding headcount or expanding existing contracts.
• Keep Humans Focused On Complex Cases
  By handling routine work, AI agents leave human teams available for complex interactions that require their expertise.
• Cover More Than 140 Languages
  Use a single agent definition for language variants to extend coverage without building a separate BPO for every language market.
• Deliver Consistent Service At Scale
  Maintain consistent service quality as contact volume and language coverage grow.
• Connect To Existing Service Platforms
  Connect Parloa AI agents to existing service platforms through direct integrations.
• Benchmark Quality Before Go-Live
  Test agent quality against language-specific scripts and scenarios before customers interact with the agents.
• Reduce Vendors To Manage
  Consolidate vendor management by reducing the number of vendors involved.