Enterprises exploring automated customer service can obtain Parloa’s platform and hire TELUS Digital to put it into use, under a partnership the companies announced Wednesday, Oct. 14.
Clients can contract with Parloa for its platform and separately hire TELUS Digital to connect the software to company systems, manage organizational change and provide ongoing service support, according to the announcement. The companies gave no pricing, revenue-sharing terms, customer commitments or deployment schedule.
Parloa says its agents are designed to complete service tasks such as verifying customers, booking services, taking payments and answering order questions. They can pass a conversation to a human representative when it requires more personal attention, the TELUS Digital announcement said. TELUS Digital plans to introduce the offering to current and prospective enterprise clients and help bring deployments into production.
TELUS Digital says the offering will complement its AI customer-experience work in telecommunications, retail, travel and hospitality, media, financial services, insurance and health care. The company reports a delivery footprint of more than 83,000 team members in more than 35 countries.
Parloa’s research reported that 8.9% of chatbot interactions in its study ended in resolution, while human agents answered 10.1% of escalation attempts. The company said the analysis covered more than 10,000 enterprise websites and nearly 4,000 “secret shopper” interactions across more than 800 companies in 27 industries.
A separate survey commissioned by Parloa and conducted by Propeller Insights in Spring 2026 found that 29.9% of 1,001 U.S. adults who had contacted customer service in the previous 12 months would switch brands to avoid being put on hold. Parloa Chief Revenue Officer Chris Silver said “consumer expectations are high, and brand loyalty is fragile.”
TELUS Digital Global Senior Vice President of Growth Will Mayo said repetitive contact-center requests can increase service costs without improving customer experience. The companies describe the agents as a way to handle routine interactions while human staff take on conversations that need more care.
