Parloa and Verint Team Up to Enhance Customer Service with Hybrid AI and Human Workforce

Parloa, a pioneer in Agentic AI for customer experience, has partnered with Verint, the CX Automation Company, to integrate Parloa’s AI Agent Management Platform (AMP) with Verint’s CX Automation Platform. This collaboration is designed to enhance customer service by creating a seamless, hybrid workforce of human and AI agents. Announced during a press release, the integration will allow enterprises to leverage Parloa’s scalable, customizable AI agents alongside Verint’s robust operational infrastructure, which is known for forecasting, scheduling, and optimizing contact center performance. The integration is particularly significant as it addresses the growing demand for efficient and cost-effective customer service solutions. By deploying Parloa’s AI agents within Verint’s Workforce Engagement (WFE) solutions, call center managers can manage both human and AI agents in a unified manner. This means that AI agents can be launched, managed, and coached just like human agents, ensuring consistent service quality and operational flexibility. The partnership aims to match the right agent—whether human or AI—to each interaction, thereby reducing the average cost per call and improving resolution times. One of the key benefits of this integration is the ability to handle high volumes of customer interactions more effectively. Parloa’s AI agents are designed to be highly responsive and can operate continuously without the need for breaks or downtime. This endless scalability ensures that every customer call is answered promptly, regardless of the volume, which is crucial in busy contact centers. Additionally, the platform’s elasticity allows for real-time adjustments in workforce size and skill sets, enabling businesses to scale their operations according to demand fluctuations. Parloa’s AMP is equipped with advanced capabilities such as voice recognition, chatbot functionalities, and language translation, making it versatile and suitable for multichannel support. These features are integrated within Verint’s Open Platform architecture, which provides a robust framework for analyzing, coaching, and optimizing AI agent performance. By combining these technologies, enterprises can offer seamless, multilingual customer support across various communication channels, enhancing the overall customer experience. Moreover, the integration supports seamless AI adoption and ensures a positive return on investment (ROI). It does not require disruptions to existing systems, allowing for a smooth transition to a hybrid workforce model. This non-intrusive approach is critical for businesses that are hesitant about the complexities of integrating new technologies. During the CCW Las Vegas event, scheduled from June 9-12, 2023, Parloa and Verint will demonstrate the integration at Parloa’s booth (#151). Interested attendees can book meetings to see firsthand how the technology works and learn more about the potential business benefits. Dorothy Copeland, Parloa’s SVP of Partner Ecosystem, emphasized the importance of this partnership in modernizing customer service. "The contact center no longer consists of only human agents. It has transitioned to a hybrid workforce of humans and AI agents. This partnership allows customers to manage Parloa AI Agents the same way they manage a human workforce, giving call center managers the ability to improve customer outcomes in a cost-effective way," she stated. Ken Archer, Verint’s Americas Channel Chief, echoed Copeland’s sentiments, highlighting the synergistic nature of the partnership. "Bringing this integration to market enables our joint customers to access both Verint’s industry-leading CX Automation Platform and Parloa’s Agentic AI solutions. Together, these solutions enable contact center teams to see strong business outcomes by improving workforce capacity, increasing revenue, and elevating CX." Industry insiders have praised this partnership for its potential to transform customer service operations. The combination of Verint’s mature infrastructure and Parloa’s innovative AI capabilities is seen as a game changer, particularly in industries that require high levels of flexibility and responsiveness. This integration is expected to set a new standard for hybrid workforce management, offering businesses a comprehensive solution to meet their evolving customer service needs. Company Profiles Parloa: Founded in 2018 by Malte Kosub and Stefan Ostwald, Parloa is headquartered in Berlin, Munich, and New York with over 300 employees. The company specializes in Agentic AI, helping global brands deliver exceptional customer experiences through natural conversation AI agents. Parloa’s technology has been proven to boost satisfaction, deepen customer loyalty, and create new revenue opportunities. Verint Systems Inc.: Listed on NASDAQ (VRNT), Verint is a global leader in customer experience (CX) automation. The company works with over 80 of the Fortune 100 companies across more than 180 countries. Verint’s Open Platform and AI-powered bots are instrumental in delivering tangible business outcomes, and the company is committed to increasing CX Automation across enterprises. Verint is also recognized as a certified great place to work, reflecting its dedication to employee satisfaction and corporate culture.