Vancouver – October 14, 2026 -- TELUS Digital has signed on as an implementation partner for Parloa, the Germany-founded agentic customer experience (CX) platform, giving its 83,000+ team members across 35+ countries a new AI agent offering for enterprise clients.
Under the arrangement, TELUS Digital will introduce prospective and current clients to Parloa's AI agent platform and help put it into production at scale. Enterprises can contract directly with Parloa for the platform, and separately engage TELUS Digital for implementation, integration, change management, managed services and other professional services.
Parloa research puts chatbot resolution below 9%
Parloa's agents handle authentication, bookings, payments and order inquiries from start to finish, and escalate to a human agent when a conversation requires it. The company cites its own study of 10,000 enterprise websites and 4,000 chat interactions, which found that fewer than 9% of chatbot conversations reached resolution and only about 10% of escalation attempts actually reached a human.
A separate Parloa Consumer Patience Index, a survey of 1,001 U.S. consumers by Propeller Insights, found that nearly a third of consumers would switch brands entirely to avoid being put on hold.
Parloa brings GDPR experience and SAP certification
Parloa brings European enterprise experience, including deployments subject to the General Data Protection Regulation (GDPR). TELUS Digital contributes delivery presence and regulated-industry expertise across North America and Europe.
The platform recently earned SAP's endorsed app premium certification, a category reserved for solutions that meet added security, testing and performance standards. It runs on Azure, supports multiple AI models including OpenAI's GPT series, and is built to meet GDPR, ISO 27001 and SOC 2 standards. Parloa cites six years of deployment experience across banking and financial services, insurance, utilities, telecommunications and media, retail, logistics, travel, and healthcare and life sciences.
TELUS Digital targets cost-to-serve pressure in high-volume contact centers
Will Mayo, Global Senior Vice President of Growth at TELUS Digital, said contact centers buried in high-volume, repetitive interactions often see cost to serve rise without any improvement in customer experience. He said the partnership gives clients another route to move eligible, high-volume interactions to automation while keeping people available for more complex conversations.
Chris Silver, Chief Revenue Officer at Parloa, said legacy automation could not deliver first-time resolution on a customer's preferred channel.
Parloa joins TELUS Digital's Fuel iX-based CX portfolio
The partnership is the newest addition to TELUS Digital's AI capabilities for CX, which combine voice, generative AI and agentic automation. Its proprietary Fuel iX Agent Assist provides human agents with real-time knowledge and answers, while Fuel iX Agent Trainer uses AI-generated voice and chat simulations to prepare new agents before live calls. TELUS Digital can connect these tools to clients' contact center platforms, CRM systems and backend systems, and also offers CX consulting and contact center management teams.
The Parloa partnership extends TELUS Digital's offering to clients in telecommunications, retail, travel and hospitality, media, banking, financial services and insurance, and healthcare.