Parloa

What they do

Parloa sells software that lets large companies put AI agents on their customer service lines. Its AI Agent Management Platform covers the whole life of an agent: designing it, testing it against simulated conversations, deploying it on phone and chat channels and monitoring how it performs once real customers start calling. The platform handles model orchestration, context and channel integration, so a contact centre can run AI and human agents side by side.

Why it matters

Customer service is one of the first places where generative AI is moving from pilot to production at scale, and voice is the hardest part of it. Callers expect natural conversation, quick answers and a clean handover to a person when needed, while companies need control over what an agent says and proof that it follows the rules. Parloa has built its business on that enterprise end of the market, where reliability, testing and governance matter as much as the underlying language model.

Its approach treats agents more like employees than scripts. They are built, trained, evaluated and improved over time, with tooling that lets operations teams rather than only engineers manage them. Partnerships with large platform providers have widened its reach into corporate IT estates.

Products to know

• AI Agent Management Platform (AMP): the umbrella product for building and running customer service agents.
• Agent Builder: the environment for designing agents and their behaviour.
• Performance Lab: testing and simulation before agents meet real customers.
• Parloa Lens: analytics on how deployed agents are performing.

The German angle

Malte Kosub and Stefan Ostwald founded Parloa in 2018 and built it in Berlin, where it remains headquartered, with further offices in Munich, New York, London and San Francisco. The company leans into its European origins, describing itself as born in the EU, and that matters to customers in regulated sectors such as insurance and utilities. It is one of a handful of Berlin AI companies that have moved from local start-up to international enterprise supplier, and its growing American presence shows how German software firms now pursue the US market from an early stage.