Telus Digital is now a deployment partner for Germany-founded AI customer service specialist Parloa, expanding its enterprise services portfolio with support for the latter’s AI agents.

Under the agreement, businesses will buy the platform directly from Parloa and use Telus Digital for integration, change management, managed services, and other professional work. Telus Digital will also introduce Parloa’s technology to existing and prospective clients.

Parloa’s agents handle authentication, bookings, payments, and order enquiries, transferring conversations to a human when personal assistance is needed.

The company cited its own research to illustrate the shortcomings of existing customer-service tools. Its study of 10,000 enterprise websites and 4,000 chat interactions found fewer than 9% of chatbot conversations reached a resolution, while only about 10% of escalation attempts connected users with a person.

Separately, its Consumer Patience Index, a survey of 1,001 US consumers conducted by Propeller Insights, found nearly a third would switch brands to avoid being put on hold.

“Consumer expectations are high, and brand loyalty is fragile,” stated Parloa CRO Chris Silver. “They need to have their issue solved, the first time, on their preferred channel and with no unnecessary delays.”

The agreement expands Parloa’s delivery capacity in North America and Europe. Its platform runs on Microsoft Azure and supports multiple AI models, including OpenAI’s GPT series. The company stated it complies with GDPR and meets ISO 27001 and SOC 2 standards.

Telus Digital global SVP of growth Will Mayo framed the partnership around cost, arguing high volumes of repetitive contact-centre interactions can increase the cost to serve without improving customer experience. He said Parloa’s agents could handle routine requests and transfer more complicated cases to a person.

Telus Digital stated Parloa will complement rather than replace its existing tools because no single product is likely to cover every client requirement. Its portfolio already includes conversational AI combining voice, generative AI and agentic automation.

Backed by parent company Telus, the digital services division operates with more than 83,000 employees across over 35 countries.

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