AI-powered customer interaction with Telekom and Parloa

• Personalized service anytime, on any channel, in more than 130 languages
• Low-code approach for flexible and efficient process automation
• Seamless workflows through direct integration with existing systems
• Germany-based companies – data security according to GDPR standards

In partnership with Parloa, Deutsche Telekom now offers Parloa's "AI Agent Management Platform" combined with DT’s services. Parloa is one of the world’s leading providers of AI-powered customer communications solutions, and is based in Germany. The platform enhances customer service and experience for companies with high customer engagement, such as in the insurance, retail, or tourism sectors, by utilizing voice-based dialog systems to solve support requests end-to-end. This enables businesses to scale operations and manage high volumes of inquiries without increased staffing efforts or additional personnel costs, while boosting customer satisfaction.

Driving innovation for customer satisfaction and long-term competitive edge

With Parloa, companies can deploy fully capable AI agents that handle customer inquiries 24/7 and, when needed, escalate complex cases to employees. The AI agents work across multiple channels, in multiple languages, and in compliance with data protection regulations. Customers benefit from a consistent, high-quality service experience for their needs, even during periods of peak inquiry volumes. At the same time, the AI lightens employees’ workloads by prequalifying inquiries and autonomously handling simple tasks. Acting as a "listener," it provides employees with contextual information derived from company FAQs for more efficient support. AI agents can independently automate typical customer service tasks: checking delivery statuses, updating customer information, scheduling maintenance, or reporting technical issues. Soon, customers will be able to handle these needs effortlessly through conversations with AI. Deutsche Telekom offers end-to-end support, including comprehensive training and seamless integration into existing business workflows.

From pilot project to service revolution

“We are entering a new era of customer communication,” says Malte Kosub, CEO and co-founder of Parloa. “Composable, hyper-personalized AI agents capable of engaging with customers via speech and chat, while offloading repetitive tasks from human agents, will soon become the standard feature wherever customers and brands connect, offering consumers remarkably lifelike conversations and seamless support journeys.”

“AI presents game-changing opportunities, particularly in customer service,” explains Klaus Werner, Director Business Customers Telekom Deutschland. “Together with Parloa, we are empowering companies to begin with focused, high-impact use cases and scale them into wide-reaching, transformative solutions.”

Scalable, user-friendly platform “Made in Germany”

Parloa takes a purpose-driven approach to generative AI, prioritizing human-like interaction. Its voicebot is distinguished by its programmable personality. The system offers real-time translations and with an omnichannel service platform, including email, messaging apps, web chat, and phone, ensures consistent dialogs with the companies’ global customer bases. With a modular, low-code frontend, businesses can easily design and manage their telephony automation without requiring extensive programming expertise. 

The solution integrates seamlessly into existing telecommunications infrastructure, connects with internal databases, and links to systems such as CRM and ERP, enabling smooth workflows. Additionally, the analysis of conversations allows for ongoing, data-driven optimization of customer service. Developed in Germany, Parloa’s scalable, cloud-based platform complies with all European data protection and security standards.

Parloa’s solution is aimed at businesses and enables automated handling of customer inquiries, including resolution of their intents. At the Mobile World Congress Barcelona (March 3 to 5, 2026), Deutsche Telekom will be introducing its "Magenta AI Call Assistant" aimed at end customers. Its services are directly integrated into phone calls through the network, providing individualized support such as translations, note-taking, or calendar management, without the need for additional applications on the device. You can find more information on the individual MWC topics under www.telekom.com/mwc-special.     

About Parloa
Parloa empowers global enterprises to build, train, and manage AI agents for premier customer experience. Founded by Malte Kosub and Stefan Ostwald, Parloa began with the belief that every great conversation is the start of a relationship, a principle that still guides how the company builds technology today. Leading global brands use Parloa’s advanced AI agents to improve service at scale, increase customer loyalty, and unlock new revenue. Parloa employs 380 people across offices in New York, Berlin, and Munich.