TELUS Digital will implement Parloa customer-service agents

TELUS Digital and Parloa are combining a conversational-agent platform with enterprise integration and managed services. The partnership brings together software that handles automated customer conversations and the operational layer required to run it inside large organizations.

For teams in customer support, hospitality, events, operations, and sales, the arrangement means evaluating two suppliers instead of one. Buyers should examine how authentication is managed across the combined system, the quality of handoffs between automated agents and human staff, and which AI models are available. It also matters who carries ongoing operating responsibility—what TELUS Digital manages versus what falls to Parloa—so that accountability is clear before a contract is signed.

Source: https://dailyaibrief.com