Go live with agentic CX use cases faster with Parloa Marketplace. Gosia Siwiec-Kisiel Director of Product Marketing @Parloa Jakob Wolff Martinez Staff Product Manager How much of your AI roadmap is stalled by routine? While you may get one AI agent up and running fast, build proof that it's driving meaningful business value, and know what you want to automate next, the steps to get that next use case live can be long and arduous. Oftentimes, deployment gets stalled by routine IT and security reviews, integrations, and conversation flow redesigns. At Parloa, Parloa believe that once you've implemented AI in your CX operations, you shouldn't need to repeat the same work for every new use case. That's why Parloa launched Parloa Marketplace. Parloa Marketplace brings Connectors, partner-built Solutions, and agent capabilities together for enterprises to scale deployment across their organization. New use cases can be launched as soon as the business case is clear, without building agents from scratch. Connect to commonly-used systems for faster deployment. AI agents deliver the best customer experience when they have the full context of the customer: who they are, their previous experiences, what products or plans they use. The only way they can access such information is through integrations to existing business systems. While connecting AI agents to external systems is essential to increasing automation and resolution rates, establishing those connections can be time-consuming. That's why Parloa Marketplace includes Connectors for Salesforce, Servicenow, Zendesk, MS Dynamics 365 CRM, and more commonly-used products out-of-the-box. These pre-built integrations significantly reduce the manual effort required to get more agents up and running. For a full list of Parloa integrations, visit its integrations page. Launch specialized use cases with industry expertise built in. Connectors ensure AI agents have access to the right information, but to successfully deliver a new use case, AI agents also need to understand how to solve the problem within the context of your business and industry. In regulated industries or highly-specialized use cases, the complexity of such workflows can often be where projects stall. Solutions within Parloa Marketplace are built with industry expertise at their foundation, bundling the capabilities needed to successfully work through a service use case. Parloa vets every Solution for security, AI safety, and proven build practices before adding it to the Marketplace, so you can confidently use them to launch new customer use cases faster. When implementing a Solution, your team can review what's included (questions, actions, rules, and routing), add a Solution to your AI agent through a guided setup, and adapt it to your processes before go-live. Even when your requirements or processes are unusual and you don't end up using a ready-made Solution in its entirety, you can still reference how others have solved the same problem. Let's take a case-intake journey as an example. A Solution would encompass a full agent workflow, including gathering of the information required, creating a case in the service system, and routing it to the appropriate team. With these steps already assembled, your builders would focus only on the more specific policies and requirements related to your business. Leverage the Parloa Partner ecosystem. Many of the Solutions that exist in Parloa Marketplace come from Parloa's partners, systems integrators and software vendors who have spent years solving CX problems. Within Parloa Marketplace, customers can browse a public catalog of Partner Solutions. If a Solution requires additional implementation work to be more specific to a business, the partner who built it can help customize it. Standardize and reuse workflows across large organizations. Parloa recognizes that while enterprises often run customer service across several business units, regions, and brands, one small central team is in charge of building all of the AI agents. As a result, this team spends much of its day repeating workflows for different regions instead of expanding agentic CX into more meaningful use cases for customers. That's why Parloa designed Parloa Marketplace to empower central teams to share what they build within the organization. Now, once a central team creates one agent for one use case, regional and unit-specific teams can leverage it in their own deployment, reducing time to expansion. The central team can track which version is used where, so consistency in agent quality is maintained across the organization. Get a head start on your next agentic CX use case. Laying the foundation for AI agents should be the most time-consuming part of any agentic implementation. Once you have it, you shouldn't need to rebuild it. Parloa Marketplace gives agent builders the tools to build that strong foundation, with templates and workflows to grow more efficiently. Now no region, brand, or team will be stalled by routine. New Connectors and Solutions are continuously being added. If you're a Parloa Partner with a Solution you think customers would find valuable, reach out to the Partnerships team. Interested in learning more about Parloa Marketplace? Talk to Parloa.

Parloa WAVE 2026: AI is changing customer service. The operating model must change with it. Gosia Siwiec-Kisiel Director of Product Marketing @Parloa If you are only focused on using AI to make customer service cheaper, you're doing it all wrong. AI agents have been handling customer service conversations for companies for a few years. Today, personal AI agents are beginning to handle the other side of the chat or call on behalf of your customers. With the new kinds and growing volumes of interactions, the question is how to turn all the information that's available into revenue and loyalty. Insights from conversations provide potential for much more than just better experiences. AI agents are now capable of learning more about each customer over time and remembering that context in future interactions, making them more relevant and personalized. That gives customer experience (CX) a greater role in strengthening customer relationships and contributing to revenue growth. But to achieve these new ambitious goals, everything a business learns from customer interactions also has to translate into constant improvement of the AI agent. As companies deploy more agents, agent optimization needs to be increasingly taken over by AI, while the role of human teams becomes more about control and providing feedback. Meanwhile, the nature of interactions will continue to change as personal AI agents represent customers and bring new challenges for companies to solve. At WAVE 2026, Parloa CEO & Co-founder Malte Kosub identified these changes as three shifts shaping the future of CX. He explained how Parloa is helping companies adapt to them: 1. Personal agents drive explosive volume. As more customers adopt personal AI agents to handle their service requests, the effort to contact support will approach zero. Parloa plans to help companies ensure reliable service, regardless of whether they're handling requests from humans or their personal agents. Parloa's Personal Agent Middleware will operate as a governance layer, designed to sit between personal agents and company systems. Where protocols, such as Poppy, will ensure secure access, Personal Agent Middleware will apply company-defined workflows, permissions, and guardrails to requests, coordinate the steps needed to complete them, and record what happened and why. The shift for CX leaders is bigger than accommodating another channel. It's preparing service operations to handle requests that arrive through agents, while preserving the company's processes and accountability. 2. AI in CX is becoming a revenue driver. For years, many CX programs have been measured by efficiency: average handle time, containment, and cost to serve. Those measures still matter, as they help lower the cost of running a service operation. But a conversation can also reveal what a customer needs, what's frustrating them, or what might make them stay or buy again. Parloa calls these signals shared by customers but missed on dashboards the "Dark Journey," and Parloa has built two products to uncover it, Parloa Context Intelligence and Parloa Lens: Parloa Context Intelligence helps agents understand each customer and decide what to do next based on existing information about the customer, what the customer has shared in previous conversations, and cues they reveal in the moment. It lets AI agents make informed decisions on whether they should just resolve a request or whether there is potential to generate new revenue by suggesting relevant products and services. With Context Intelligence, there's no awkward upsell attempts and no customers repeating themselves over and over again. Context Intelligence lights up the individual aspect of the Dark Journey. Parloa Lens identifies how the experience is breaking at scale and how to fix it. It uncovers the difference between what a dashboard shows and what customers actually experience. Parloa Lens is a unified observability and analytics solution that provides enterprises with 360-degree visibility into AI agent performance. It analyzes every service conversation at scale, showing what's working and what's not, and catches problems before they become broad-scale risks. Parloa Lens includes performance monitoring that covers operational signals such as containment, tool calls, and anomalies as well as quality control metrics like agent tone, empathy, and solutioning. What makes Lens unique is its advanced diagnostics, which track sentiment changes or customer frustration across conversations, as well as regulatory and compliance metrics. Now, Parloa Lens also includes Custom Metrics, which allow businesses to evaluate what matters to their own industry and use case, such as whether an outbound sales conversation resulted in a confirmed order. Lens also now includes a Relationship Score, which is one clear metric that leaders can track to know how AI agents are affecting customer relationships over time. It combines multiple metrics from every conversation, weighted by how much they shape the customer experience. Compliance caps the score: if personal data is exposed or a required disclosure is missed, strong performance elsewhere can't hide it. 3. Agents evolve into self-improving systems. Insights matter most if they lead to agent and experience improvements. As companies build more agents and release more versions, that process needs to become increasingly automated. Parloa Navigator, an agent design and optimization co-pilot, works alongside Parloa Lens to shorten the path from diagnosis to fix. When Lens flags an improvement opportunity, Navigator investigates what's causing the problem and suggests a line-level fix to the prompt, which teams can accept or reject. Agent builders, the experts behind your CX program, get final approval on what ships. This is what progression to automated improvement looks like: business experts remain in control of the customer experience, while letting automation drive efficiency. Parloa has now gone an additional two steps further towards automated continuous agent improvement with Automated Simulations & Evaluations and Agent A/B Testing: Using Automated Simulations & Evaluations, Parloa Navigator drafts a complete test suite for the agent's intent, tool calls, handoffs, and conversation paths in minutes. Business experts have final review of the new version drafts before they're launched. Automated Simulations & Evaluations show whether the new version works across the scenarios that matter. Automated Agent A/B Testing ensures the new version is better than the version your customers are already using. Parloa's new Automated Agent A/B Testing compares the new agent version to the one that's currently deployed, against the same evaluation scenarios and quality metrics, with results shown side-by-side. Teams can clearly see where the new version improved, regressed, or stayed the same. After reviewing scores, human experts make the final decision on what ships. Together, Automated Simulations & Evaluations and Agent A/B Testing make continuous improvement of AI agents faster, while letting teams maintain control over the rollout. The operating model is the next CX decision. Scaling AI in the enterprise is not just a matter of deploying more agents. It's a matter of deciding how the business will serve new kinds of requests, turn conversations into useful understanding, and release agent changes with evidence behind them. At WAVE, Parloa's announcements addressed how Parloa is preparing its customers for each shift. Personal Agent Middleware helps companies reliably handle requests from personal AI agents. Context Intelligence and Parloa Lens shed light on interactions, making it possible to understand customers and improve service quality at scale. Parloa Navigator works alongside Lens, with Automated Simulations & Evaluations and Agent A/B testing, to support automated agent improvement with humans in control. Service operations are being tested with what types of interactions their teams can handle, how personalized they can be, and how well they can learn and adapt with the information they have. It's not a situation of wait and see, it's a matter of acting now. Ready to act on each shift? Talk to Parloa.