Amplify customer service with a personal AI agent for every customer
This era’s leading brands will provide a personal AI agent for every customer. If a business has millions of customers, it should be ready to have millions of unique conversations.
Generative AI is ushering in a new era of customer service by transforming how businesses connect with their customers. This calls for a new category of software that enables global enterprises to meet new consumer expectations in the genAI era.
Parloa is proud to announce a groundbreaking new product: the Parloa AI Agent Management Platform — Parloa AMP.
We’re excited to give you this sneak peek today; join us on September 12th at our WAVE conference in Berlin to see Parloa AMP fully unveiled on stage and launched into action.
Our vision for our AI Agent Management Platform is to empower businesses to connect with customers in the most natural way possible with personal AI agents that make customer service as easy as talking to a friend. These AI agents are designed with natural language briefings instead of scripted dialog flows, for faster time to value and more complex conversational capabilities.
And just as importantly, Parloa AMP provides a suite of lifecycle management tools to QA, deploy, monitor, and improve a whole team of autonomous AI agents safely and reliably — at enterprise scale. These capabilities include simulating and evaluating thousands of conversations to fine-tune AI agents before releasing them to customers.
We’ve learned so much over the past seven years, automating tons of customer conversations in contact centers around the globe — we’re excited to apply all that knowledge and expertise to this new era.
Let’s take a step back to see how Parloa AMP will reinvent the current approach to customer service: stop deflecting, start connecting — with personal AI agents.
We are at a tipping point
GenAI has fundamentally changed how customers connect with the world
Advances in the capabilities of genAI have brought us to a tipping point in consumer behavior. New AI models, along with new AI devices and innovative form factors, will fundamentally change how customers connect with the world — and the businesses they frequent.
We think of ChatGPT as the breakout tool for AI, although it wasn’t the first AI. Similarly, the iPhone wasn’t the first smartphone, and yet it led to the smartphone revolution. When it comes to making a technology change the world, the defining factor isn’t the power of the tool, but the user experience that allows it to be used intuitively — and, dare we say, enthusiastically.
We are at that same kind of tipping point for AI agents. And here at Parloa, it’s exciting to be front runners in this space with Parloa AMP.
When customers encounter a big problem, they pick up the phone. 71% of Gen Z customers — the Tik Tok generation — say that live phone calls are the quickest, most convenient way to get to the heart of a customer service matter to find a satisfying solution. Despite years of pushing customers to chatbots and leaning on other methods of call deflection, in the genAI era, consumers still desire to connect with businesses directly, over the phone. They want to be heard.
The latest advances in generative AI have set the scene for this change in consumer behavior, so now it’s truly possible. Because of this, we anticipate customer conversations hitting a huge inflection point over the coming years.
Conversations with businesses will be much more convenient than current modes of customer service interaction: simply talking. And just as easy as talking to a friend. No awkward speech patterns trying to get AI to understand, no filling out a form to receive a call back.
However, businesses are not ready to handle this accelerated growth in customer conversations. Most contact centers are already underwater dealing with frustrated customers, overwhelmed agents, and maintaining a highly-trained workforce.
Deflection strategies are obsolete in the genAI era
It’s time to put your customer service number back on your homepage. Stop deflecting and start connecting with your customers.
The leaders of this era will provide a personal AI agent for every customer
What will it take for brands to lead in this new era? A team of personal AI agents who can connect with every customer, in any language, at any time of day. If businesses have millions of customers, they should be ready to have millions of unique conversations – beyond the bounds of scripted flows.
Meet the new personal AI agent
Personal AI agents can have engaging conversations with any customer, in any language, any time of day. Advances in genAI allow these conversations to be as natural and easy as talking to a friend – and these conversations are powered, behind the scenes, by customer data and company knowledge. And AI agents can instantly scale to meet the increased demands of shopping seasons, market events, or global expansion plans.
These autonomous agents are designed with natural language briefings, to operate outside the bounds of the usual scripted rules. This means they are dynamic, with the ability to engage personally with each customer’s context, situation, and specific requests. And as you evolve your AI agents, they will become increasingly personal as conversations are enriched with customer history and connected to company knowledge.
AI agents are just the tip of the customer experience iceberg
These highly-skilled, autonomous AI agents are just part of the story. Running a team of AI agents — safely and reliably — requires a robust set of tools below the surface. You also need tools to manage a team of AI agents at enterprise scale, with the ability to QA, deploy, monitor, and iterate them, on top of enterprise-grade governance and security. And you need to empower them with your existing data sources and the latest AI models, so they can offer the best customer experience available today — and in the future.
In addition to personal AI agents, businesses need:
- AI agent lifecycle management to oversee a team of AI agents with tools to not only design, but QA, deploy, monitor, and scale — while ensuring safety and reliability.
- AI model and data orchestration to integrate data sources and new AI models, so agents can provide helpful, natural experiences — and so they can excel on the phone.
And all of this is built on top of Parloa’s proven technical infrastructure that we’ve been building for contact centers over the past seven years, to provide the best phone automation on the planet.
Enter Parloa AMP: Your AI Agent Management Platform
Parloa AMP represents a new category of software, changing the game for AI in customer service. The vision behind an AI Agent Management Platform is to expand on the lessons we’ve learned from Conversational AI, and evolve to a world where the big challenge of this era is to safely manage generative-AI-powered, autonomous agents at global scale.
To do this, Parloa AMP provides tools like simulating and evaluating thousands of synthetic customer conversations so that AI agents can be tuned and iterated to meet the needs of each use case, before being deployed on the phones with customers.
Enterprises will no longer need to worry so much about call deflection. Instead, they can focus on embracing every opportunity for a customer conversation, and creating deeper connections — customer relationships will be the competitive advantage of the generative AI era. (And allow businesses to enrich their CRMs like never before.)
Is your business ready? Want to be first in line?
Sign up for the Insider List to secure your spot on the AMP waitlist as we ramp up towards its big launch at our WAVE conference in September.
