What was the impact of the AI solution?

Improved latency and call predictability. Handling 3 million calls a day for a leading teleshopping company. Increased shopping cart value by 10%. Agents are promoted to AI managers, improving productivity and customer satisfaction.

Source

MicrosoftProductionEvidence: Medium65/100

Parloa's AI Agent Management Platform Revolutionizes Customer Service with Microsoft Azure

Use case typeCustomer service automationUpdated May 22, 2025

Parloa saw a need for businesses to use AI for personalized, dynamic customer support experiences. Taking a "voice-first" approach, it wanted to create human-like interactions regardless of language. Parloa chose Microsoft Azure for its global scalability, advanced AI capabilities, and support for language models. It also used Azure AI, Azure Kubernetes Service (AKS), Azure Cosmos DB, and Azure OpenAI Service. Call center agents are empowered to answer calls faster and with greater accuracy. Agents are being promoted to AI managers. Customers are seeing increased sales and customer satisfaction.

Organization: Parloa
Industry: Tech & Comms
Location: Germany
Published: May 2025

Reported outcomes

+10%

shopping cart valueOther quantified impact

3,000,000 calls/daycalls handled per day

Strategic outcomes

Customer experience & trustImproved latency and call predictabilityEmployee experienceAgents promoted to AI managersCustomer experience & trustMore personalized customer service

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Calls handled per day: 3,000,000 calls/day increase

Microsoft Customer StoriesMay 22, 2025Customer storyExplicit claimMedium evidence strength

handling 3 million calls a day for a leading teleshopping company

Normalized claim

Shopping cart value: 10% increase

Microsoft Customer StoriesMay 22, 2025Customer storyExplicit claimMedium evidence strength

increased the company’s shopping cart value by 10%

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Parloa
Provider: Microsoft
Maturity: Production
Linked source: Microsoft Customer Stories

Azure Kubernetes Service (AKS) provides scalable infrastructure and reduces operational overhead

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 4

1Customer service automation
2Voice automation
3Omnichannel service delivery

Provide personalized, dynamic, multi-language customer support that feels human-like and scalable across large call centers.

Developed a voice-first AI agent management platform to automate customer interactions across phone, chat, and messaging apps, enabling real-time understanding and response with human-like AI agents.
Azure Kubernetes Service (AKS) provides scalable infrastructure and reduces operational overhead.
Azure Cosmos DB supports customer-specific data storage for call data and analytics.
Azure AI Search provides low-latency access to knowledge bases.
Azure Cognitive Services and Azure OpenAI Service handle speech recognition, text-to-speech, and response generation.

Technologies

Azure OpenAI Azure Kubernetes Service Azure Cosmos DB Azure AI Search Azure Cognitive Services

Improved latency and call predictability.
Handling 3 million calls a day for a leading teleshopping company.
Increased shopping cart value by 10%.
Agents are promoted to AI managers, improving productivity and customer satisfaction.

Architecture

Parloa runs its enterprise-grade AI Agent Management platform on Microsoft Azure using AKS, Azure Cosmos DB, Azure AI Search, Azure Cognitive Services, and Azure OpenAI Service. The platform automates customer interactions across phone, chat, and messaging apps, with real-time understanding, speech recognition, text-to-speech, and human-like AI responses. AKS scales services dynamically and Azure Cosmos DB supports customer-specific storage and analytics data.

Sources & evidence1

Evidence: Medium65/100Evidence strength