Stronger CX from your SAP operations: Parloa earns SAP Endorsed App premium certification

SAP has a vision for an autonomous enterprise, one where people set the direction and the AI executes. We’re quickly seeing this reality take shape. Within SAP Service Cloud, AI agents are already classifying tasks, updating knowledge hubs, preparing cases, and streamlining the operations of service teams. Customers are reaping the benefits of the automation, but few have directly interacted with it in their support experiences.

Until now.

SAP recently awarded Parloa its endorsed app premium certification, making it the only third-party voice AI and contact center vendor to become an SAP endorsed app. Tested for enterprise-grade integration, security, and data quality, Parloa is vetted against the highest procurement standards to seamlessly integrate with SAP Service Cloud and deliver modern voice support experiences. 

Full context, voice-first interactions

Phone is still the preferred channel for most consumers. Yet voice AI is the most difficult support channel to do well. Regional differences around latency, authentication standards, and workflow integrations can inhibit high-performing outcomes. But with access to the right context, voice AI agents can be transformative in delivering proactive, personalized support experiences to every customer.

That’s the power of Parloa x SAP Service Cloud.

By integrating directly with SAP Service Cloud, Parloa’s voice AI agents have access to all relevant customer context before answering the phone call. They know the customer’s history with the business, and they know from where they’re calling. With this knowledge, they come into conversations with the language and workflows already in place to move from question to resolution faster than any standard IVR tree could.

When Parloa's AI agent handles calls, it creates cases with correct priority, linked to the right product and customer record, with troubleshooting history attached. When conversations end, all information gets sent back to Service Cloud, ensuring full customer context stays within the same system so that the next agent (AI or human) can pick up where the last left off.

Parloa x SAP Service Cloud in practice

In order to receive the SAP endorsed app premium certification, Parloa needed to pass a voice-first live integration test. This test is exactly how Parloa and SAP work in the real world:

SAP's engineers ran live inbound calls where customers authenticated by voice, agents retrieved service orders, rescheduled appointments, troubleshot a product issue, and transferred to a human agent with a full AI-generated conversation summary passed over.

SAP invited Parloa into their endorsed app program and independently certified the platform through its Integration and Certification Center, confirming clean core compliance, no custom code added to SAP environments, and no technical debt. With this certification, Parloa checks the boxes on procurement, security, and IT teams’ most common checklists.

From resolution to revenue

Reliable resolution opens the door to new revenue opportunities, as Parloa’s AI agents can also leverage the business operations and data in SAP Service Cloud to understand where customers are on their journey with a brand. With trust earned through reliable resolution, AI agents have the credibility to leverage the data to suggest a best next step, such as offering a higher-tiered item or the next services package.

Data you can trust and understand

The integrity of the data that goes back into Service Cloud affects every downstream process that depends on it.

Before deployment, Parloa runs thousands of simulation and evaluation scenarios to verify its accuracy and compliance. Once deployed, Parloa Lens applies behavioral and semantic scoring across every interaction to catch compliance risks and sentiment shifts the moment they occur. Customer data from SAP Service Cloud is validated before the case is created, and the conversation summary that transfers to the human agent in Service Cloud reflects the entire interaction.

For those looking to gain more ROI from their SAP customer operations and uplevel their customer experience, Parloa x SAP Service Cloud is your opportunity to do both. No tech stack overhaul required. Learn more here.