Parloa builds AI voice agents for enterprise customer service

Berlin-based startup Parloa leverages OpenAI models to create and manage voice-driven customer service solutions for large companies. Co-founder Stefan Ostwald recognized the repetitive nature of call center operations, which inspired the development of rule-based agents that transformed into the AI Agent Management Platform (AMP) following the advent of ChatGPT. AMP empowers non-technical teams to articulate agent behavior in natural language, conduct simulations with models like GPT-5.4, and assess performance using LLM-as-a-judge. The platform facilitates comprehensive interactions, from routing to intricate multi-step requests, utilizing modular sub-agents for specific tasks such as authentication. Collaborating closely with OpenAI, Parloa enhances latency and reliability for real-time voice applications. A global travel firm achieved an 80% reduction in human agent requests through Parloa, which accommodates various languages and sectors, including retail, travel, and insurance, managing millions of conversations. Parloa envisions customer service evolving into multimodal experiences that integrate phone, chat, and interactive features.