TELUS Digital to implement Parloa AI agents for enterprises
- TELUS Digital becomes an implementation partner for Parloa’s AI agent platform.
- Clients contract with Parloa for the platform and TELUS Digital for services.
- Parloa found fewer than 9% of chatbot conversations reached resolution.
- TELUS Digital has more than 83,000 team members in 35+ countries.
VANCOUVER, CANADA — TELUS Digital will act as an implementation partner for Parloa’s agentic AI platform, helping enterprise clients put AI agents into production for customer service.
Clients will contract with Parloa for the platform itself and hire TELUS Digital for implementation, integration, change management and managed services.
How the work is split
TELUS Digital will introduce new and existing enterprise clients to Parloa’s AI agent platform and help them deploy it at scale, the companies said in an announcement on Oct. 14.
Parloa’s agents handle interactions such as authentication, bookings, payments and order inquiries from start to finish, and escalate to a human agent when a conversation calls for high-touch care.
Parloa, established in Germany, brings a European enterprise footprint and experience with deployments subject to the General Data Protection Regulation (GDPR).
TELUS Digital adds its existing delivery presence and regulated-industry expertise across North America and Europe.
“When contact centers get buried in high volume, repetitive interactions, we often see cost to serve climb without the customer experience improving,” said Will Mayo, global senior vice president of growth at TELUS Digital.
Mayo said Parloa is built to work through partners like TELUS Digital, which can act as a one-stop shop from strategy to implementation and scaled delivery.
The case for finishing the conversation
A Parloa study of 10,000 enterprise websites and 4,000 chat interactions found that fewer than 9% of chatbot conversations reached resolution.
Only about 10% of escalation attempts reached a human agent, the study found.
A separate survey of 1,001 U.S. consumers by Propeller Insights for Parloa found nearly a third would switch brands just to avoid being put on hold.
“Legacy automation couldn’t do it; Parloa’s can, and with our TELUS Digital partnership, we’re excited to show the innovative enterprise what’s possible in agentic customer experience,” said Chris Silver, Parloa’s chief revenue officer.
A wider AI toolkit
The partnership is the newest addition to TELUS Digital’s AI customer experience portfolio, which includes conversational AI and its Fuel iX Agent Assist and Agent Trainer tools.
TELUS Digital has a global delivery footprint of more than 83,000 team members across more than 35 countries.
For enterprise buyers, the model separates the software contract from the services contract, leaving the customer experience provider accountable for integration and day-to-day running.
Companies moving call center volume to AI agents should ask who designs the escalation rules and how hand-offs to people will be measured, and can compare providers on the top AI outsourcing companies list.
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Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
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