In recent years,Parloa’s businesses of all sizes have been incorporating automation and artificial intelligence (AI) to improve their operations and stay competitive in the market. The contact center industry is no exception to this trend, and Parloa is one of the latest startups to join the fray. The company has just raised $21M in funding to bring its automated contact center solution to more businesses. In this article, we’ll take a closer look at Parloa and its technology, as well as explore the benefits of automation in contact centers.
What is Parloa
Parloa is a software company that specializes in automated contact center solutions. Their platform uses AI and machine learning to improve the customer experience, increase efficiency, and reduce costs for businesses. Parloa’s technology can handle various types of interactions, including phone calls, emails, social media messages, and chatbots.
How does Parloa work
Parloa’s platform is designed to integrate seamlessly with a business’s existing contact center infrastructure. The technology uses natural language processing (NLP) and machine learning algorithms to understand customer inquiries and provide automated responses. Parloa can also route inquiries to human agents when necessary, and use the interactions to further train its AI algorithms.
What are the benefits of automation in contact centers
There are several advantages to incorporating automation in contact centers:
Improved efficiency: Automation can handle routine tasks, such as answering frequently asked questions, freeing up human agents to focus on more complex inquiries.
Cost savings: By reducing the workload on human agents, businesses can save on labor costs.
Consistency: Automation ensures that every customer interaction is handled in the same way, providing a consistent experience for customers.
Scalability: Automation can handle a large volume of interactions, making it easier for businesses to scale their operations.
Who can benefit from Parloa’s technology
Parloa’s platform is designed to help businesses of all sizes and industries. However, it may be particularly beneficial for companies with high-volume contact centers, such as those in the retail, hospitality, or telecommunications industries.
How does Parloa’s technology improve the customer experience
Parloa’s AI algorithms can provide quick and accurate responses to customer inquiries, reducing wait times and improving satisfaction. Additionally, by freeing up human agents to handle more complex inquiries, customers can receive more personalized attention when needed.
Is there a risk of losing the human touch with automation
While there is a risk of losing the human touch with automation, Parloa’s platform is designed to complement human agents rather than replace them. The technology can handle routine tasks, freeing up human agents to provide more personalized attention to customers when needed.
What are the privacy and security concerns with automated contact centers
Privacy and security are important considerations when it comes to automated contact centers. Parloa’s platform is designed to comply with industry standards and regulations, such as GDPR and HIPAA. Additionally, the company uses advanced security measures to protect customer data.
Conclusion
Parloa’s recent funding round highlights the growing importance of automation in contact centers. The benefits of incorporating automation, such as improved efficiency and cost savings, are clear. However, it’s important to remember that automation should complement human agents rather than replace them. Parloa’s platform is designed to provide quick and accurate responses to routine inquiries, freeing up human agents to provide more personalized attention to customers when needed. With its AI and machine learning capabilities, Parloa’s technology has the potential to revolutionize the contact center industry.