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Rohan Paul@rohanpaul_ai
Customer service is being disrupted with AI everywhere.
People will soon use their own AI agents to contact companies for them, to change a booking, cancel a plan or ask for a refund.
Parloa is building a governance layer for this: a set of rules a company controls, sitting between the business and every AI agent that contacts it.
When a customer’s AI agent reaches out, the company has to check whose agent it is, what that agent is allowed to ask for, what the company can agree to, and what gets recorded.
A human support script can’t do that. These checks have to run in software, on every request.
Most companies are still missing out on what’s happening in customer experience right now.
1. Personal AI agents will drive huge new volumes
2. AI in customer experience will become a revenue driver
3. Agents will start improving themselves
These shifts are already changing the industry. Companies need to get ready for them now.
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