Parloa said on October 26 that its Agent Management Platform is now available as an SAP Solution Extension, sold under the name SAP Conversational Agent Management by Parloa for SAP Customer Experience customers.
What happened
Parloa builds AI agents that handle customer conversations across channels, including voice. According to the Parloa announcement, the product passed SAP’s premium qualification process for Solution Extensions and is supported through SAP support services. Parloa says it is one of the only conversational AI agent management extensions available for SAP Customer Experience, and that the agents connect to SAP data and business context. Balaji Balasubramanian, President and Chief Product Officer for SAP Customer Experience and Consumer Industries, said success “will depend on connecting those interactions to the data, processes, and operational context behind them.” Pet retailer Fressnapf, an SAP customer, uses Parloa’s voice agent, which hands calls to staff with a short summary when needed. SAP plans more detail on November 2.
Why it matters
The same day, Docusign said its agreement tools would also be sold as SAP Solution Extensions, which we covered in SAP to Sell Docusign Agreement Tools for SAP Sales Cloud. For service and sales leaders on SAP, that means two partner-built AI and workflow products now arrive through the SAP contract and SAP support desk. Microsoft is taking a similar route inside its own stack, as our report on Microsoft Contact Center Intelligence showed.
One original insight
In our reading, teams piloting it should test the handover summary Fressnapf describes first. When a voice agent passes a caller to a person, the summary it writes is what the next rep sees, and if it lands on the SAP customer record it becomes account history that account managers and renewal owners will read later.
Source: Parloa via PR Newswire
