Parloa's voice-first AI agents transform contact centers at scale
Parloa· GermanyAzure OpenAI Service · Azure Kubernetes Service (AKS) · Azure Cosmos DB +1Parloa, a Berlin-based AI company founded in 2018, built an enterprise-grade AI Agent Management Platform (AMP) on Microsoft Azure (AKS, Cosmos DB, Azure AI Search and Azure OpenAI Service with GPT-4o) that automates voice-first customer interactions across phone, chat and messaging in multiple languages for sectors including insurance, e-commerce, utilities and travel. A leading teleshopping company using the platform handles 3 million calls a day, with AI-driven shopping recommendations increasing shopping cart value by 10%, while call center agents are being upskilled into AI managers overseeing the automated interactions.
Overview
Parloa, a Berlin-based AI company founded in 2018, built an enterprise-grade AI Agent Management Platform (AMP) on Microsoft Azure (AKS, Cosmos DB, Azure AI Search and Azure OpenAI Service with GPT-4o) that automates voice-first customer interactions across phone, chat and messaging in multiple languages for sectors including insurance, e-commerce, utilities and travel. A leading teleshopping company using the platform handles 3 million calls a day, with AI-driven shopping recommendations increasing shopping cart value by 10%, while call center agents are being upskilled into AI managers overseeing the automated interactions.
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Inspect the highlighted sourceThe challenge
An estimated $489 billion is spent every year on contact centers, yet the customer experience remains frustrating, and businesses needed a way to deliver personalized, dynamic, human-like support across many languages.
The solution
Parloa built an enterprise-grade AI Agent Management Platform (AMP) on Microsoft Azure, using Azure Kubernetes Service, Azure Cosmos DB, Azure AI Search and Azure OpenAI Service (including GPT-4o) for speech recognition, text-to-speech and real-time understanding, to automate voice-first customer interactions across phone, chat and messaging apps.
Reported business value
A leading teleshopping company using the platform handles 3 million calls a day, and AI-driven shopping recommendations increased the company's shopping cart value by 10%, while call center agents are being upskilled into AI managers overseeing automated interactions.
Sources
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