In light of the already widespread use of automation in customer contact centers, businesses are eager to explore how AI can be used to improve the experience for their customers. One recent study found that 46% of customer interactions could be automated by 2021, and this trend is only expected to continue as businesses look for ways to cut costs while enhancing their service offerings.
Investment in contact center automation software companies is on the rise, and with good reason. The industry is expected to grow by 20 percent over the next three years, and startups like Invoca, Replicant, PolyAI and Observe.ai have raised hundreds of millions of dollars from backers over the past year alone. VCs believe that this growth will continue as labor-saving customer service tech becomes more popular. Customers are increasingly looking for technology that can help reduce their workload, which contact center automation software can do effectively.
With the contact center automation boom in full swing, companies are looking for ways to reduce the burden on their employees. One solution is to use technology like Parloa’s conversational AI tools, which help automate tasks and free up employees for more important work. EQT Ventures’ investment will help Parloa expand its reach into new markets and support its goal of becoming the platform of choice for contact center users worldwide.
With the fresh cash in hand, Parloa is set to focus on expanding its customer base and R&D efforts. The company plans to open a U.S. office and develop new products for its customers.
AI has the potential to completely change the customer service landscape and improve the quality of experiences for millions of people around the world.
Parloa is a low-code tool that helps developers create “multi-channel voice experiences” for clients of Future of Voice, an AI agency founded by Kosub and Stefan Ostwald. Parloa’s code-name was inspired by the word parley, which means to discuss terms or propose a truce between warring parties. In 2020, Kosub and Ostwald sold Future of Voice and recruited the employees that had been working on Parloa to help them scale the software independently.
In order to power customer service automation flows, Parloa offers a patchwork of apps and services that, when meshed together via low-code drag-and-drop dashboards, can generate a wide range of customer interactions. For instance, Parloa’s speech-to-text module — driven by Microsoft Cognitive Services, Microsoft’s set of API-based AI services — can be combined with Parloa’s natural language understanding models to create a phone dialogue tree. Or Parloa’s integrations with third-party text-generating models, including OpenAI’s recently released GPT-4, could be connected with the aforementioned speech-to-text module to answer commonly asked customer questions and complaints. Additionally, Parloa offers a host of other app integrations (including Zendesk Chat and Momentum) which allow customers access to support functions through various channels (web/app/phone). In short: if your contact center needs help dealing with an influx of calls or managing complex interactions between customers and support staff then look no further than Parloa!
Parloa is a suite of cloud-based tools that help contact centers automate their interactions with customers. This saves both time and money, while improving customer satisfaction.
Creating a bot that can understand customer queries and respond in natural language is an increasingly important capability for companies looking to differentiate themselves on the internet. Parloa’s tools are well-suited for this task, as they allow developers to create Bots quickly and easily, making it easy to build out an understanding of a customer’s needs. Additionally, Parloa’s translation capabilities provide support for multiple languages which can be valuable in international markets.
According to Parloa, its platform is superior in some ways from a technical standpoint. For instance, the company says its AI tools, apps and modules can reduce spelling errors and other “unwanted conversational patterns” during calls and continue listening during natural pauses in conversations. Users can also customize their contact center experience according to their specific needs, making Parloa an ideal choice for companies with high customer demand but limited resources.
Paloa is one of the leading providers of digital customer service automation, which has grown in demand as a result of pandemic outbreaks. The company’s technology helps to streamline customer service processes and better serve customers who are experiencing an increase in demands.
Kosub believes that the growth of contact center automation will continue due to the high attrition rate among agents. He claims that this data suggests that many agents are unhappy with their jobs and are considering leaving them. This suggests that there is a lot of room for growth in the contact center automation market, as companies try to find more efficient ways to manage their customer service operations.
Companies are bound to face major challenges as they try to cope with the impending automation of many tasks that can be handled by artificial intelligence. However, there are still a number of opportunities for companies who want to stay ahead of the curve and keep their employees engaged. For example, companies could use AI to automate tasks that currently require a human’s input, like authentication. This would free up agents for more creative work, making them more attractive in the eyes of potential hires.
It is questionable if agent turnover is actually better avoided with higher wages and better benefits as opposed to automation. Many workers in the industry have complained of high production demands and a lack of training; as a result, it seems that agents may be better off with the automated systems.
In a down economy, when businesses are looking for ways to stay afloat, investments in automation may be an easier sell. Kosub Parloa Inc., a small business that specializes in automation and industrial robotics, may have the advantage over its competitors because it has unique offerings that customers may find appealing.
While some companies may be focused on reducing employee costs by replacing human workers with automated machines, Kosub Parloa Inc. emphasizes the use of technology to improve efficiency and productivity in factories and other workplaces. This allows businesses to keep their employees while reducing costs associated with producing goods or providing services.
Antoine, CEO of Celonis, attributes the company’s growth to their dedication to customer service. “We weren’t affected by the slowdown or the pandemic at all,” he said. “Customer service demand is growing and the pressure to be more efficient is increasing as well. Corporate-wise, we grew from 30 employees during our seed funding to more than 100 in less than 12 months, with new joiners from Google, Salesforce, SAP, TeamViewer and Celonis.” By providing exceptional customer service metrics and infrastructure solutions that meet ever-growing demands set by businesses worldwide, Celonis has positioned themselves as a provider of innovative solutions for today’s complex business environment.
