TELUS Digital partners with Parloa to deploy its agentic AI platform for enterprises

Parloa’s platform automates end-to-end customer interactions, handling tasks like authentication, bookings, payments, and order inquiries before escalating to human agents. It integrates with Azure and supports multiple AI models, including OpenAI’s GPT series. The platform holds SAP’s endorsed app premium certification and complies with standards like GDPR, ISO 27001, and SOC 2. Parloa cites its own research, including a study of 10,000 enterprise websites and 4,000 chat interactions, revealing that fewer than 9% of chatbot conversations reached resolution and only about 10% of escalations reached human agents. A separate survey of 1,001 U.S. consumers found that nearly a third would switch brands to avoid hold times, while 84.9% preferred human agents over automated solutions with accuracy trade-offs.