SAP and Parloa expand partnership to connect customer service to business data
Parloa, an AI agent platform, and SAP have deepened their relationship by integrating Parloa's conversational AI into SAP Service Cloud. The move follows SAP's strategic investment in Parloa and marks the first step in a broader product collaboration between the two companies.
The partnership addresses a common problem in customer support: disconnected systems that force customers to repeat information across channels. When a customer contacts a company, their conversation often exists in isolation from the broader service process and business data that could resolve their issue faster.
Under the new arrangement, companies can deploy AI agents to handle high-volume interactions across voice and digital channels. Parloa handles the front-end conversation-managing tone and brand voice-while SAP provides access to business processes, customer data, and governance controls needed to actually resolve issues.
What this means for support teams
Support leaders can now connect customer conversations directly to their existing SAP systems, eliminating the manual handoff between AI and human agents. An AI agent can access order history, account status, and service workflows without requiring a customer to repeat details they've already provided.
Parloa's Agent Management Platform lets companies control how AI behaves in production, adjust responses based on performance data, and maintain consistency across thousands of simultaneous conversations.
Deployment and availability
SAP is also deploying Parloa internally to provide IT support to its own workforce. The solution is now available on the SAP Store as an SAP Endorsed App, meaning it has passed SAP's security and operational testing.
Malte Kosub, CEO of Parloa, said the partnership puts AI where it matters: "Enterprises need AI that works in real customer conversations, not extended pilots. SAP solutions are embedded globally, and SAP Service Cloud is where many companies already manage customer experience."
For support teams evaluating AI agent tools, the integration offers a way to connect conversational AI to the business systems you already use, rather than building custom connections or managing separate platforms. Learn more about AI for Customer Support and AI Agents & Automation.
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