In the field with Servion

In the Field is Parloa’s partner and customer spotlight series. Each month, we’ll dive into how some of the world’s leading organizations are applying AI agents in real-world environments—sharing lessons, use cases, and practical insights from the people leading the change.

For more than three decades, Servion Global Solutions has helped some of the world’s leading enterprises redesign their contact center and customer engagement ecosystems. Today, the company stands at the intersection of AI, journey orchestration, and customer experience, focused on what CEO Bryce Gibson calls “Journeys that Matter.”

“I joined Servion to bring my passion for customer experience back to the forefront,” says Gibson. “For me, it’s about more than technology. We want to build meaningful outcomes, strengthen human connections, and make sure every client journey really works.”

Under Gibson’s leadership, Servion has sharpened its mission around measurable impact: fixing fragmented experiences in real time, modernizing legacy systems, and empowering clients in highly regulated industries like banking, insurance, telecom, and healthcare to deploy AI responsibly and at scale.

Servion’s secret sauce

“We focus on fixing individual customer journeys in real time,” Gibson explains. “Our approach isn’t about vanity metrics. It’s about building experiences that strengthen trust and loyalty.”

That philosophy is at the heart of JourneyWorCX™, Servion’s journey orchestration framework and our Journey Adaptive AI. Rather than bolting automation onto existing systems, JourneyWorCX™ connects data, AI agents, and voice automation across every touchpoint. The result: compliant, contextual, and consistent customer journeys that deliver tangible ROI—in the moment.

In industries where compliance and explainability matter as much as efficiency, Servion’s blend of CX design and technical depth has made it a trusted partner for large-scale transformation.

Building a partnership around voice-first automation

Servion’s collaboration with Parloa began with a simple premise: voice still matters. In high-interaction industries, customers expect conversations that feel natural, even when handled by an AI agent.

Together, the companies now deliver end-to-end implementations that combine Servion’s orchestration expertise with Parloa’s AI agent platform.

“We partnered with Parloa to manage AI agents like a workforce—voice-first, enterprise-ready, and fast to deploy,” Gibson says.

Typical engagements begin with a JourneyWorCX Discovery + LaunchPad that starts with understanding the clients needs and priorities, diagnosing one critical journey, and deploying an AI agent to fix that journey in weeks—not months.. By pairing Parloa’s simulation and lifecycle management capabilities with Servion’s JourneyWorCX™ framework, enterprises can automate high-value interactions faster, more reliably, and with full compliance controls in place.

Further with Servion’s Journey Adaptive AI, we feed Parloa’s Agentic AI agents with real-time context, behavioral and sentiment analytics from the customers real-time and historic engagements, so that the AI Agent can deliver contextual responses with empathy. This is a game changer. It is like having the very best agent handling every call with the very best information at their fingertips, but infinitely scalable,

Voice-first orchestration in action

High call volumes, long average handle times, and legacy IVRs are familiar pain points for Servion’s clients. With Parloa, the company has transformed how these challenges are solved, deploying voice automation that’s faster to train, easier to maintain, and measurably more effective.

“Parloa gives us true AI agent management—from versioning and simulation on real transcripts to performance monitoring,” says Gibson. “It helps improve quality and resolution rates from day one.”

The result is faster, more natural self-service that reduces agent load and improves customer satisfaction. One recent deployment in the health insurance sector achieved 71.4 percent task automation, easing agent workload while improving member experience. Across engagements, Servion reports consistent gains in CSAT, operational efficiency, and compliance confidence.

Managing AI agents like a workforce

“We manage AI agents like people,” Gibson says. “You hire them, train them, test them, and promote them. That mindset gets you to value faster than any legacy IVR ever could.”

This mindset defines how Servion and Parloa operate. AI agents are continuously improved through simulation, feedback loops, and monitoring, just like human teams.

Every AI agent is treated as a dynamic team member, continuously improved and governed through real-time feedback and analytics. Journey dashboards, quality bots, and human-in-the-loop controls ensure transparency at every step. The result is a living, governed system that evolves with customer expectations.

Future vision: From automation to AI workforces

Voice is resurging as AI scales, and Gibson believes the next wave of innovation will treat automation as an intelligent workforce strategy.

“The winners will manage AI workforces across every channel and connect them to the back office for full journey resolution,” he predicts.

Servion is already moving in that direction, exploring agentic AI services that operate much like a BPO, allowing businesses to offload specific queues or handle peak volumes with AI agents trained to their standards.

For organizations beginning their digital CX journey, Gibson’s offers clear advice: start focused and scale fast.

“Start with a contained, high-value journey, define KPIs, prove value in weeks, then scale,” he says. “That’s how you build journeys—and AI agents—that really matter.”