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How Parloa launched the first agentic AI-powered platform for call centers
In 2018, Parloa’s founders recognised a profound shift in the relationship between people and technology. Algorithms had achieved a level of understanding of human language comparable to that of humans, fundamentally transforming the way companies and customers communicate.
This disruptive breakthrough inspired Parloa’s vision to develop the first AI-powered, human-centric contact center solution, enabling brands to reach new heights of customer service. This resulted in Parloa AI Agent Management Platform (AMP), an innovative product that enables enterprises to utilise the full power of agentic AI to connect with every individual customer, accurately and securely. Parloa’s AMP provides a suite of tools that allow businesses to design, iterate, test, deploy and manage a team of personal AI agents that can engage in a natural and unique conversation with every customer.
About Parloa
Parloa is a leading global AI company that amplifies the customer service experience with an AI Agent Management Platform that turns customer conversations into lasting loyalty and maximizes lifetime value. This enterprise-grade platform enables contact centers to leverage the full power of AI agents, building the most meaningful relationships between global enterprises and their customers.
Industry
Technology & Software
Location
Global
Project length
Ongoing
Challenge
From proof-of-concept to pilot to production
When Parloa embarked on their journey, they already had a functioning proof-of-concept product capable of answering basic FAQs within a test environment. Building on this foundation, Parloa set out to create the concept of an agentic-AI-based agent platform capable of automating more complex use-cases.
Through close internal collaboration and iteration, Parloa refined and expanded the initial proof-of-concept, taking care to identify the platform’s potential and shaping it into a scalable product suited to their specific needs. This focussed approach led to the development of a clear roadmap to bring a fully operational and feature-rich platform to production.
Faced with the challenge of automating contact centers at scale, Parloa set out to identify the most effective AI technologies for the job. While popular GenAI libraries were available—and the initial pilot showed promise—they recognised that true scalability and long-term efficiency required a more tailored approach. Rather than relying on available frameworks that weren’t production-ready or aligned with their unique needs, our engineers, product managers, and head of data worked with Parloa’s team to design and develop a custom framework that could manage AI agent orchestration specific to their goals.
Within months, Parloa had built a fully-functioning proof-of-concept that showcased the platform’s potential. This milestone marked a significant step forward in advancing AMP to the next level.
Parloa AMP is an industry-first AI Agent Management Platform to manage a team of autonomous AI agents, designed using natural language briefings rather than scripted flows, to engage in dynamic and natural conversations with each customer. AMP provides enterprises with a suite of tools to simulate, evaluate, test, deploy, and monitor to ensure AI agent safety and reliability at scale.
Approach
Tackling challenges with expertise and innovation
Standard challenges that come with building new software, like security, monitoring, and data privacy were addressed and solved with bespoke, tailored solutions. Data privacy was, and continues to be, a priority for Parloa, and has shaped how AMP handles and stores information.
A key technological challenge Parloa tackled was the non-deterministic nature of natural language LLMs. Unlike traditional software, where tests can be written, evaluated, and automated with clear-cut accuracy, LLMs introduce variability—making it harder to predict and standardise responses. Parloa’s teams worked to deeply understand how accurate and useful these responses were, exploring how even small input variations could lead to different outcomes. This was no small task; it required extensive simulation and evaluation, running thousands of automated tests to build confidence in the results.
Integrating this new software into Parloa’s existing product was a critical consideration. A key focus was ensuring seamless access to the customisation features of their FAQ product while maintaining their distinct tone of voice. At the same time, even small adjustments to prompts could influence responses—and, ultimately, response quality. Parloa navigated these complexities with a sharp focus on both product excellence and brand integrity.
Scaling for critical deadlines and sustainability
In less than 20 days, Parloa rapidly scaled their capabilities, assembling a team of senior engineers without the hurdles of hiring and onboarding a large team from scratch. This agility ensured they met their project deadlines while also enabling the development of additional features that have contributed to AMP’s success today.
The partnership between Parloa and Equal Experts has exceeded initial expectations; we now have members in various other teams around the business operating at a portfolio level. We have helped and encouraged both individuals within the organisation and the business as a whole to build up new teams and skills, determine roadmaps and elevate their engineering and product management capabilities.
Result
Breaking boundaries and leading with true innovation
Parloa brought their vision to life by creating a compelling proof-of-concept and transforming it into a productionisable product. Today, Parloa’s AI Agent Management Platform is trusted by enterprises worldwide to leverage agentic AI within the contact center to make every customer interaction as easy as talking to a friend. Equal Experts are proud to have been part of Parloa’s journey, and we’re excited to see what the future holds.