Today’s customers are more demanding than ever – and rightly so. They expect quick answers, smooth processes and one thing above all: to be listened to. At the same time, many companies are under pressure. A shortage of skilled workers, growing complexity and rising expectations are all coming up against teams that are working at their limits.

Traditional automation quickly reaches its limits here. After all, what good is a chatbot that only helps if you use exactly the right words? This is exactly where a new approach comes in: Agentic AI – intelligent systems that not only react, but also think, understand and act in real time.

One company that is actively driving this change is Parloa. With their platform for AI-supported customer service, they show how technology can complement rather than replace employees and tasks in companies.

The following blog article takes a look at what exactly Agentic AI is, how Parloa and its AI come into play and how this AI proves itself in practice.

What is Agentic AI?

When we talk about classic chatbots, many people probably think of predefined responses. Agentic AI takes a completely different approach here and differs in a number of ways:

• Instead of simply responding to keywords or rules, these new AI agents act independently, understand the context and have conversations that actually feel like real dialogs.
• What’s special: Agentic AI combines modern language models with the ability to make decisions in real time. It can memorize information, learn from it and react flexibly to new situations – and not just in one channel, but across telephone calls, chats or messengers.
• This leads to less rigid processes and more intelligent automation in companies.
• This makes for a much more pleasant experience for customers. You have the feeling of really being heard – not just by an algorithm, but by a system that understands what we mean, not just what we say.

What does Parloa do?

Parloa is developing an AI platform that takes customer service in companies to a whole new level. It doesn’t just give simple answers to simple questions – it generates real conversations that feel fluid, natural and intelligent.

As a result, Parloa helps companies to develop AI-supported voice and text dialogs that can handle customer inquiries independently via telephone, chat or messenger. The technology behind it is based on so-called “agentic AI” – artificial intelligence that not only reacts, but also thinks independently, makes decisions and understands contexts.

The special feature: The platform is low-code, meaning it can be operated without in-depth IT expertise. This means that teams from customer service or the specialist department can create, train and improve AI agents independently – without a development team behind them.

Parloa also integrates seamlessly into existing systems such as CRM or helpdesk software and thus adapts perfectly to everyday working life. For companies, this means a noticeable reduction in workload and a better experience for customers.

The AI agent management platform at a glance

If you really want to make a difference with AI in customer service, you need more than just a clever language model. You need a platform that brings everything together – from design to daily use. This is exactly what Parloa does with its AI Agent Management Platform, or AMP for short.

AMP is a low-code platform, which means that AI agents can be created here using natural language, even without programming knowledge. This saves time, is fun and lowers the barriers to entry enormously. Integration into existing systems such as CRM, ERP or CCaaS works so smoothly. Before an agent goes live, it can be tested in realistic scenarios. This allows you to see at an early stage how it really behaves and to fine-tune it. During operation, AMP scales easily across different channels such as telephone, chat or messenger. The platform provides real-time data, conversation histories and specific recommendations for optimization.

Security, a focus on data protection and compliance are also a top priority. AMP is therefore not just a tool – it is the digital workplace for modern customer communication.

Practical examples: Successful implementations

Theory is good, practice is better. And this is exactly where you can see what is really possible with Parloa’s platform. Here are three companies that have successfully implemented Parloa’s AMP platform:

• Barmenia Insurance Group was the world’s first live user of the AMP platform. Instead of endless queues and cumbersome redirects, they now receive tailored support – fast, efficient and tailored to their customers’ individual concerns. The AI solves problems directly on the first contact—not only do internal teams appreciate this, but especially the people on the phone.
• MediaMarktSaturn also relies on Parloa to relieve its hotline. Whether it’s product inquiries, delivery status or repairs, the AI takes care of many of these standard issues so that the human colleagues can concentrate on more complex cases. This saves time and improves the quality of service.
• Another example is Riverty: the company developed a voice assistant for the sensitive topic of debt collection, earning praise for its empathy and efficiency. 50% shorter waiting times, 15% of all issues resolved completely automatically – these are impressive figures.

These examples show: Agentic AI not only makes customer service more scalable, but also relieves employees enormously in various areas.

Conclusion: Is Parloa really changing customer service?

Agentic AI is not a vision of the future – it is already here. And it is changing the way companies communicate with their customers: faster, more personal and more efficient. Technologies such as Parloa show that with the right approach, you can not only automate processes, but also create real added value – for both sides.

These AI-supported agents not only take the pressure off teams, but also measurably improve the experience at the other end of the line by providing targeted help, in the right tone and at the right time.

And that’s just the beginning. The development continues – with smarter agents, new fields of application and even greater integration into existing systems. Agentic AI will not replace everything, but it will simplify many things. With this new approach, Parloa is creating real added value for companies to use AI in a wide range of areas and to optimize processes and make them more efficient. and to optimize processes and make them more efficient.

One thing is certain: Parloa and Agentic AI are revolutionizing the world of customer service and companies that seize this opportunity will gain a clear competitive advantage in the future.