From frustration & deflection to proactive, personalized interactions: Parloa x SAP

Last week, Parloa announced SAP’s strategic investment in, partnership with, and integration with Parloa. This week, Christian Klein, CEO of SAP SE, clearly positioned agentic AI as the key driver in SAP’s vision for the autonomous enterprise and autonomous CX. As the agentic CX market represents a $1 trillion opportunity, SAP’s investment in Parloa further reflects this conviction. Together, Parloa’s AI Agents and SAP’s Service Cloud bring more contextual, human-like interactions directly into enterprise customer operations, streamlining service experiences for both customers and employees.

Here’s what the Parloa x SAP partnership means for SAP customers:

From fragmentation to orchestration

Customers today want faster, more consistent service. Boards want AI efficiency. You’re stuck with disconnected systems and fragmented customer journeys that make it impossible to fully accomplish either. 

By integrating Parloa’s AI agents with SAP Service Cloud, both blockers dissipate. 

With SAP, you have the business data and context available to provide personal customer experiences when prompted. Through pre-built integrations and low-code configuration, Parloa’s AI agents empower you to turn this reactive approach into a proactive one, without needing to overhaul your existing systems.

Here’s how it works:

Your customer has a question. They go to your support channel: phone, app, website chat, or otherwise. Immediately, they are greeted by a Parloa AI Agent that has already pulled context on them from your SAP customer operations. Using this knowledge, the agent holds a human-like conversation with the customer, understanding their challenge and responding with intelligence from SAP Service Cloud. At the end of the interaction, all information gathered during the conversation is sent back to SAP, ensuring all customer data stays in one place. 

If the problem requires escalation to a human agent, the AI agent provides routing context so that the customer is handed over to the right team with all of the pre-existing conversation data. Through this approach, the customer never has to repeat themself, and the employee doesn’t have to go digging for answers.

Parloa x SAP in production

Parloa and SAP’s partnership is just the beginning of further product collaboration. To get started, we’ve identified a few high-volume CX use cases aligned to high-impact customer operations that lower handle time, improve CSAT, and reduce the cost to serve:

1. Service requests 

When customers call to schedule service repairs or replace parts, Parloa’s AI agents provide technician availability and help them troubleshoot their problems by referencing SAP knowledge bases. By connecting data across channels and systems, the agents can also manage appointment cancellations and reschedules, as well as open service cases in one flow. 

2. Order management

When customers call with questions about their order, Parloa’s AI agents provide updates on delivery timelines and can also proactively notify customers about shipment delays. The agents seamlessly automate service workflows such as cancellations, order changes, and returns.

3. Help desk & IT

Trained in over 140 languages and regional dialects, Parloa’s AI agents connect to companies’ SAP knowledge bases to support employees working around the world.

Across each of these use cases, Parloa powers natural, on-brand conversations across voice, chat, and digital channels that continuously improve via Parloa’s Agent Management Platform (AMP). SAP provides the AI-driven customer engagement capabilities, semantically rich business data, and governance that drives resolution across the entire customer journey.

What’s next

The use cases mentioned above are only the beginning. Parloa will soon be an SAP Endorsed App, the only agentic CX vendor deeply integrated with SAP, and plans for deeper product collaboration are already underway. 

Want to learn more about how Parloa x SAP can help you deliver more scalable customer and employee experiences? Talk to our team.