AI-driven customer service automation vendor Parloa has launched its AI Agent Management Platform (AMP), an industry-first generative AI-powered system for contact centers.
Supported by a $66 million Series B funding round led by Altimeter Capital, AMP allows businesses to implement fully autonomous, dynamic agents, providing a significant leap from traditional, scripted virtual agents. These personal AI agents offer more natural and empathetic conversations, improving customer satisfaction and loyalty.
“With AMP, Parloa ushers in the genAI era of the customer contact center. 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,” said Malte Kosub, CEO of Parloa.
AMP uses the latest models from Microsoft Azure OpenAI Service, making it easy for companies to deploy AI agents at scale. These agents excel in handling enterprise-level phone conversations, providing a more intuitive customer service experience. Parloa's partnership with Microsoft ensures robust security, compliance, and data protection while setting new standards for customer and employee satisfaction.
In collaboration with launch partners ibex and Waterfield Tech, Parloa aims to bring AMP to North American customers quickly. Additionally, Parloa has introduced genAI-powered tools for human agents, offering real-time translation and automated responses, further enhancing contact center productivity and customer experience.
