Evaluate your entire service operation with Parloa Lens for all agents

When AI and human agents serve the same customer, can you see where the experience breaks down and why?

Customer service now runs on a mix of AI agents and human teams. A single customer may interact with several of them to get one issue resolved. For the customer, it’s one experience. For the teams measuring it, the picture is often split across separate reports and different standards.

Parloa's 2026 CX Observability Study (opens in a new tab) with Metric Sherpa shows how widespread the visibility gap is: 89.5% of operators surveyed report at least one part of the customer experience they can’t see. Those gaps make it harder to answer the questions that matter: Where is service breaking down? Are AI and human agents meeting the same expectations? And which improvements would make the biggest difference to customers?

Every agent shapes the customer experience. You need a consistent way to evaluate them all.

That’s why we’ve expanded the power of Parloa Lens to work with every agent in your service operation, whether or not they were built on Parloa’s AI Agent Management Platform (AMP). One observability layer provides a consistent evaluation standard for performance, quality, and compliance across all agents on any stack, and all human agents in any contact center.

How Parloa Lens brings every agent under one standard

You decide what data Lens accesses, including which sensitive details are removed before sharing. Lens can pick up records from your online file storage or access a selected part of your company’s central data system. It then brings those records into one observability layer for consistent evaluation. 

Unifying your observability starts with the conversations you already have. Stream them to Lens as they finish, or input a batch of past conversations. Your AI agents keep working as they do today with no interruptions. 

Go deeper with your data

The depth of insights Lens provides is dependent on the completeness of data you share. At minimum, Lens will see who said what in a transcript and generate most of its standard metrics. But there’s much more you can see: 

1. Understand how the conversation went. Share a transcript showing who said what and when. Lens can identify intent, sentiment, frustration, topics, and where things went wrong. It can also check compliance requirements from the conversation alone.

2. Evaluate the quality and completeness of agent actions. Add details of the tools the agent used, what information it sent, and what came back. Lens can then evaluate how accurately agents are calling tools and spot integration failures.

3. Check whether the agent followed its instructions. Share the AI agent’s prompt or human agent’s standard operating procedure (SOP), and Lens will assess whether required steps were followed, the agent stayed within its role, and if required disclosures were made.

Extend the same standard to every human agent

With the same agent visibility now extending to human teams, you can clearly see where teams handle difficult situations well, where training or guidance could improve, and get to the root of why certain problems keep coming up. Lens does not support the use of AI to evaluate the performance of human agents. Instead, it aggregates human results and displays them alongside the AI agent results for complete visibility on one dashboard.

Set a higher standard for every customer conversation

With Lens for all agents, teams can work from the same evidence and agree on what needs attention. That shared understanding helps everyone focus on improvements that matter to customers, wherever their responsibilities begin and end. AI improvements, team training, and process changes can then support the same priorities; and measuring their impact against shared standards helps you track progress on improving the overall customer experience. Even as your operation evolves, Lens for all agents keeps everyone moving in the same direction with standard quality evaluation across every customer interaction. 

Interested in learning more about Lens for all agents? Talk to our team.