SAP Conversational Agent Management by Parloa
What is SAP Conversational Agent Management by Parloa?
SAP Conversational Agent Management by Parloa is an AI solution that helps you build, test, deploy, and monitor AI voice agents connected to SAP Service Cloud.
Headline to summarize how user can use this solutions of this category in this industry
Pre-integrated with SAP Service Cloud and connected to data from SAP S/4HANA, the solution helps you:
Talk with customers in natural voices in more than 140 languages.
Bring live order, pricing, and account data into every conversation.
Hand off to human agents with an AI-generated conversation summary.
Simulate, test, and monitor every AI agent before and after launch.
See why most voice support is decades behind
Parloa’s State of Agentic CX report found that 96% of enterprise support lines still rely on legacy phone menus and only 8% offer callbacks.
Key benefits
Turn service conversations into revenue
Resolve issues in the moment and use customer and order context to offer the right next step, from a protection plan to a loyalty enrollment.
Resolve requests with live business context
Give AI agents real-time access to orders, pricing, credit, and delivery data so they can act with intelligence instead of reading from a script.
Go live faster with less integration risk
Switch on a ready-made integration with SAP Service Cloud instead of building one and test every agent on simulated calls before launch.
Key features
Natural voice conversations
Deploy AI agents that understand natural speech and respond in human-sounding voices in more than 140 languages, 24/7. Connect agents to your existing contact center platform, and add voices with the premium voice add-on.
Integration with SAP Service Cloud
Give AI agents the caller’s history before they answer. Agents validate customer data, create cases with the right priority, product, and customer record, and hand off to human agents with an AI-generated summary. Every conversation is written back to the case.
Real-time data from SAP S/4HANA
Through SAP Service Cloud, AI agents can look up prices, availability, credit status, orders, deliveries, invoices, and installed base in SAP S/4HANA to answer questions and resolve requests during the call.
Agent design and orchestration
Build AI agents in Parloa Agent Builder by combining skills, knowledge, and specialized subtask agents that handle complex, multistep requests. Service experts can refine agent behavior with prompts, without code or IT support.
Simulation and testing
Use Performance Lab to run simulated conversations and evaluations before every launch or model change, compare agent versions with A/B tests, and tune agents based on the results.
Monitoring, security, and governance
Monitor live conversations in Parloa Lens, which scores each interaction for compliance risk and sentiment. Protect data with redaction of personal and payment card data, health data controls, and data residency options. Add defenses against social engineering with the premium voice add-on.
Resources
Explore research and guidance on using AI to turn customer service into a driver of loyalty and growth.
Technical information
SAP Help Portal
Visit SAP Help Portal to find detailed documentation, guides, and articles to help you implement, configure, and optimize SAP products.