Shape the future of your customer service with Deloitte Digital and Parloa - through the targeted use of AI Agents in customer communication
Deloitte and Parloa have formed a strategic alliance to support companies in the holistic transformation of their customer service. The focus is on the integration of Agentic AI into existing service and sales processes - with the aim of making customer interactions more efficient, context-aware and scalable. Deloitte brings in-depth experience in the implementation of AI solutions and in the strategic development of service organizations. Parloa provides the technological basis with a powerful platform for natural voice and chat interactions. Together, the partners enable an end-to-end transformation that effectively combines technology, processes and organization - both locally and globally.
Intelligent Automation
Intelligent Automation
The areas of application enabled by Parloa's Agent Management Platform are diverse and continuously growing. Sophisticated AI agent solutions provide customers with natural language, case-closing support for their concerns around the clock. Powerful language models are combined with the company's knowledge to ensure an optimal service experience.
Customer Experience
Customer Experience
Parloa's Agent Management Platform (AMP) creates new, differentiating customer experiences. Long queues and endless transfers are a thing of the past. AI-supported recognition and proactive solutions ensure that requests are processed immediately or forwarded directly to the right expert. Dialogue-based self-service options and personal AI agents make interactions seamless, efficient and human - for a service experience that delights.
Digital transformation
Digital transformation
Deloitte and Parloa accelerate the digital transformation in service: We turn visions into concrete results. With the AI AMP platform, new services can be implemented in the shortest possible time without having to redesign existing structures at great expense. The result: faster implementation, greater automation and a service organization that reacts flexibly to changes and creates sustainable competitive advantages.
Experience the future of customer communication today
With Parloa, companies are experiencing a new dimension of customer communication: AI agents that not only react, but also act independently. As Deloitte, we support our clients in the targeted use of Agentic AI - a form of generative AI that works in a networked way, creates content independently and orchestrates complex service processes. Parloa's platform enables the development of scalable bots that create consistent, adaptive and personalized customer experiences across channels. We support the strategic integration of these technologies into existing system landscapes and work with our customers to design a future-proof, automated service architecture. This makes customer communication not only more efficient, but also more intelligent and more human - thanks to AI that understands, thinks and acts.
AI Agents
AI Agents
We support our customers in using AI Agents in a targeted manner to fundamentally transform their customer service. We use generative & agerntic AI to develop autonomous, networked agents that communicate independently, generate content and control complex service processes. These agents operate across channels, learn continuously and integrate seamlessly into existing system landscapes. Together with our customers, we design scalable solutions that increase efficiency, relieve the burden on human resources and enable a new level of quality in customer service.
Real-time Translation
Real-time Translation
With Parloa's real-time translation technology, Deloitte enables companies to provide barrier-free customer communication across voice and chat channels. We advise on implementation and integration into existing contact center infrastructures so that customers worldwide can be served in their preferred language. This improves accessibility, increases customer satisfaction and strengthens global brand perception - without additional personnel costs.
Customer Service Automation
Customer Service Automation
Deloitte supports companies in the end-to-end automation of their customer service with Parloa's Conversational AI Technology. We identify automation potential, design scalable voice and chatbot solutions and ensure smooth integration into CRM and ERP systems. The aim is to reduce service costs, shorten processing times and increase customer satisfaction at the same time - through intelligent, adaptive AI solutions that are available around the clock.
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Hans Agnischock
Hans Agnischock has been leading the Service Excellence department within Deloitte since 2023. His heart beats for customer management consulting. His passion drives him to optimize the relationship between our clients and their customers, particularly in the field of customer service. He embodies a cross-industry approach while also bringing extensive expertise in specific sectors such as insurance, energy & utilities, and manufacturing. Achieving best-in-class customer experience requires the seamless integration of strategy, processes, organization, technology, and people. Let’s work together to make customer excellence tangible at every moment of truth.
Thomas Dreesbach
Thomas Dreesbach brings nearly 20 years of professional experience. With over nine years of consulting experience, he applies extensive methodological and conceptual expertise to his project work in the field of Customer Service, Care, Experience and Loyalty. He has been able to continuously complement and deepen this experience in various activities and (management) roles for well-known international brands in omnichannel retailing and automotive. Thomas Dreesbach is a proven expert in holistic service transformations and related adjustments to the operating model, always incorporating the huge potential offered by enormous technological changes in a concerted and balanced manner. Given his many years of experience in the BPO service provider environment, he also brings a sound operational management perspective to his consulting approaches. Thomas Dreesbach is a certified systemic coach.
Thomas Kindler
Thomas Kindler is a CX Transformation Expert with over ten years of experience in designing and delivering Contact Center and Conversational AI solutions. As a Manager at Deloitte, he supports organizations throughout their entire transformation journey — from strategic planning to implementation and long-term enablement. His focus lies on strategic technology advisory and transformation leadership, helping clients align business goals with scalable architectures, intelligent automation, and future-ready platforms. With a background as a Solution Architect and technical lead in Customer Experience technologies, Thomas Kindler combines deep technical expertise with a strong understanding of enterprise needs — ensuring that transformation initiatives deliver lasting impact.