{"success":true,"data":{"pressRelease":{"id":"168593","rtpr_id":"nPresLJYXa-20261014","ticker":"T","exchange":"TSX","all_tickers":["T"],"title":"TELUS Digital Partners with Parloa to Help Enterprises Build and Manage AI Agents for Stronger Customer Relationships","author":"PR Newswire","published_at":"2026-10-14T10:45:00.249Z","article_body":"TELUS Digital Partners with Parloa to Help Enterprises Build and Manage AI\nAgents for Stronger Customer Relationships\nPR Newswire\n\nVANCOUVER, BC, Oct. 14, 2026\n\nCollaboration pairs Parloa's platform with TELUS Digital's customer experience\nexpertise to help improve first impressions, deepen engagement and create\nvalue for enterprises and their customers\n\nVANCOUVER, BC, Oct. 14, 2026 /PRNewswire/ -- TELUS Digital\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2134362263&u=https%3A%2F%2Fwww.telusdigital.com%2F&a=TELUS+Digital),\na global technology service provider specializing in AI-powered digital\ncustomer experiences (CX) and future-focused digital transformations, today\nannounced a partnership with Parloa\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=6108538&u=https%3A%2F%2Fwww.parloa.com%2F&a=Parloa),\nthe leading agentic CX enabler for the enterprise. Established in Germany,\nParloa brings a robust European enterprise footprint and experience supporting\ndeployments subject to the General Data Protection Regulation (GDPR) and other\nEuropean regulatory requirements, while TELUS Digital offers its existing\ndelivery presence and regulated-industry expertise across North America and\nEurope.\n\nTELUS Digital will serve as an implementation partner, introducing prospective\nand current enterprise clients to Parloa's AI agent platform and helping them\nput it into production at scale. Enterprises that choose to deploy Parloa can\ncontract directly with the company for the platform itself and engage TELUS\nDigital for implementation, integration, change management, managed services\nand other professional services.\n\nParloa's AI agents handle customer interactions such as authentication,\nbookings, payments and order inquiries from beginning to end, and escalate to\na human agent when a conversation calls for high-touch care. Parloa's own\nresearch, a \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2786855695&u=https%3A%2F%2Fstateofcx.parloa.com%2F&a=%C2%A0)study\nevaluating 10,000 enterprise websites and 4,000 chat interactions\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1882701137&u=https%3A%2F%2Fstateofcx.parloa.com%2F&a=study+evaluating+10%2C000+enterprise+websites+and+4%2C000+chat+interactions),\nfound that fewer than 9% of chatbot conversations reached resolution, and only\nabout 10% of escalation attempts actually reached a human agent. Separately,\nParloa's \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=52305971&u=https%3A%2F%2Fgo.parloa.com%2Fconsumer-patience-index&a=%C2%A0)Consumer\nPatience Index\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3665002178&u=https%3A%2F%2Fgo.parloa.com%2Fconsumer-patience-index&a=Consumer+Patience+Index),\na survey of 1,001 U.S. consumers conducted by independent research firm\nPropeller Insights, found that nearly a third of consumers would switch brands\nentirely just to avoid being put on hold. Parloa's approach is built on the\nidea that completing an interaction, rather than stalling partway through it,\ncan turn automation into customer loyalty instead of frustration.\n\n\"The research confirms what we've all experienced ourselves — consumer\nexpectations are high, and brand loyalty is fragile,\" said Chris Silver, Chief\nRevenue Officer, Parloa. \"They need to have their issue solved, the first\ntime, on their preferred channel and with no unnecessary delays. Legacy\nautomation couldn't do it; Parloa's can, and with our TELUS Digital\npartnership, we're excited to show the innovative enterprise what's possible\nin agentic customer experience.\"\n\nAutomation in CX can be most effective when enterprises and customers trust\nthe platform delivering it. Parloa's platform recently earned SAP's endorsed\napp premium certification\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1611336154&u=https%3A%2F%2Fwww.dbta.com%2FEditorial%2FNews-Flashes%2FParloa-AI-Agent-Management-Platform-Now-an-SAP-Endorsed-App-175769.aspx&a=%C2%A0SAP%27s+endorsed+app+premium+certification),\na distinct category within SAP's partner ecosystem reserved for solutions that\nmeet added security, testing and performance standards. The platform runs on\nAzure and supports multiple AI models, including OpenAI's GPT series, giving\nenterprises flexibility as the technology evolves. The company, with\nenterprise operations across Europe and the U.S., has built six years of\ndeployment experience serving businesses across banking and financial\nservices, insurance, utilities, telecommunications and media, retail,\nlogistics, travel, and healthcare and life sciences. Parloa builds its agents\nto meet enterprise compliance standards, including GDPR, ISO 27001 and SOC 2\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3192097772&u=https%3A%2F%2Ftrust.parloa.com%2F&a=%C2%A0GDPR%2C+ISO+27001+and+SOC+2),\nwith every interaction designed to help protect personal information.\n\nExpanding TELUS Digital's AI-powered CX solutions\n\nAs enterprises adopt agentic AI platforms across their customer service\noperations, TELUS Digital believes a single tool rarely covers every need and\nthat enterprises benefit from matching the right capability to the right type\nof interaction.\n\n\"When contact centers get buried in high volume, repetitive interactions, we\noften see cost to serve climb without the customer experience improving,\" said\nWill Mayo, Global Senior Vice President of Growth, TELUS Digital. \"What\nstands out to us about Parloa is that its agents are designed to take care of\nroutine requests from start to finish, and hand-off to a person when a\nconversation gets more complex. Parloa is built to work through partners like\nTELUS Digital, which can act as a one-stop shop from strategy to\nimplementation and scaled delivery. This gives our clients another way to move\neligible, high volume interactions to automation while keeping people\navailable for conversations that need their empathy and knowledge.\"\n\nThe Parloa partnership is the newest addition to TELUS Digital's AI\ncapabilities for customer experience. TELUS Digital's \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=344185185&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fintelligent-conversational-ai-solutions&a=%C2%A0)conversational\nAI solutions\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=4217837407&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fintelligent-conversational-ai-solutions&a=conversational+AI+solutions) combine\nvoice, generative AI and agentic automation, so AI agents can handle routine\nrequests across channels and languages and pass the conversation to a human\nagent, with full context, when the interaction needs a person.\n\nTo support human agents, TELUS Digital's \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=4123989023&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fai-powered-agent-tools&a=%C2%A0)AI-powered\nagent tools\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1935465989&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fai-powered-agent-tools&a=AI-powered+agent+tools) can\nanalyze customer interactions to support quality and coaching, and offer\nreal-time guidance during live conversations. TELUS Digital's proprietary \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1687451513&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Ffuel-ix%2Fagent-assist&a=%C2%A0)Fuel\niX™ Agent Assist\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2410939304&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Ffuel-ix%2Fagent-assist&a=Fuel+iX%E2%84%A2+Agent+Assist) gives\nagents real-time knowledge and answers, while \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1770492889&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Ffuel-ix%2Fagent-trainer&a=%C2%A0)Fuel\niX Agent Trainer\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=348885478&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Ffuel-ix%2Fagent-trainer&a=Fuel+iX+Agent+Trainer) uses\nAI-generated voice and chat simulations to help new agents practice customer\nconversations before taking live calls. TELUS Digital can connect these\nsolutions to clients' \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2874910738&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fccaas-and-crm&a=%C2%A0)contact\ncenter platforms\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=309465546&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fccaas-and-crm&a=contact+center+platforms), \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=835023983&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fcrm-services&a=%C2%A0)customer\nrelationship management (CRM) systems\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=591296059&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fcrm-services&a=customer+relationship+management+(CRM)+systems) and\nbackend systems. The company also offers CX consulting\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3529379457&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcx-consulting&a=CX+consulting) to\nidentify where AI fits, along with \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2037840397&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing%2Fcustomer-service&a=%C2%A0)customer\nservice\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3207082337&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing%2Fcustomer-service&a=customer+service) and \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=32035463&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing%2Fcontact-center-management&a=%C2%A0)contact\ncenter management\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3731272412&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing%2Fcontact-center-management&a=contact+center+management) teams\nto run and optimize a blend of AI and human support.\n\nThe Parloa partnership extends TELUS Digital's AI-powered CX solutions for\nenterprise clients in industries including telecommunications, retail, travel\nand hospitality, media, banking, financial services and insurance, and\nhealthcare, supported by a global delivery footprint of 83,000+ team members\nacross 35+ countries.\n\nTo learn more about TELUS Digital's AI-powered CX solutions, visit:\n* CX Strategy & Transformation\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2120225438&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcx-consulting&a=CX+Strategy+%26+Transformation)\n* Contact Center Outsourcing\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1359466775&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing&a=Contact+Center+Outsourcing)\n* Customer Care & AI Technology\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2080125344&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care&a=Customer+Care+%26+AI+Technology)\n* CCaaS\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1274061834&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fccaas&a=CCaaS+)\n* CRM\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=4115929463&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fcrm-services&a=CRM)\n* Fuel iX\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=432854967&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Ffuel-ix&a=Fuel+iX)\nFor more information on Parloa's agentic AI platform for CX, visit: parloa.com\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2004937331&u=http%3A%2F%2Fparloa.com%2F&a=parloa.com)\n\nFrequently asked questions\n1. What is Parloa and what does it do?\nParloa is an agentic AI platform built to let AI agents handle customer\ninteractions such as authentication, bookings, payments and order inquiries\nfrom beginning to end. The platform escalates to a person when a conversation\ncalls for more judgment, and every interaction is designed to protect personal\ninformation while meeting compliance standards including built to support GDPR\nand certified to ISO 27001 and SOC 2. Parloa also holds SAP's endorsed app\npremium certification, a distinct category within SAP's partner ecosystem for\nsolutions that meet added security, testing and performance standards. The\nplatform is built around turning every resolved interaction into lasting\ncustomer loyalty, not just a closed ticket. \n \n2. Why did TELUS Digital partner with Parloa?\nTELUS Digital partnered with Parloa to expand its portfolio of AI capabilities\nfor customer experience with end-to-end customer service automation solutions.\nThe partnership pairs Parloa's agentic AI platform, used by enterprises in\ninsurance, retail, travel and healthcare, with TELUS Digital's CX expertise,\nindustry relationships and global delivery footprint. It also complements the\nAI solutions TELUS Digital already offers, giving enterprises another way to\nmove eligible, high volume interactions to automation while keeping people\navailable for the conversations that need them. \n\n\n3. What problem does agentic AI solve for contact centers?\nContact centers often carry a heavy load of repetitive, transactional\ninteractions, such as identity verification, bookings and payment questions,\nthat drive up the cost to serve without making the experience any better for\nthe customer. Many AI tools can answer part of a question but still hand the\ninteraction back to a person to finish, so the customer effectively waits\ntwice. \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2786855695&u=https%3A%2F%2Fstateofcx.parloa.com%2F&a=%C2%A0)Parloa's\nown research\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2123672035&u=https%3A%2F%2Fstateofcx.parloa.com%2F&a=Parloa%27s+own+research) found\nthat fewer than 9% of chatbot conversations reach resolution, illustrating how\ncommon that gap is. Agentic AI platforms like Parloa are built to complete\nthese interactions fully on their own, reserving human involvement for the\nconversations that need empathy and judgment. \n \n4. Who implements Parloa for TELUS Digital's enterprise clients?\nEnterprises that choose to deploy Parloa can contract directly with the\ncompany for the platform itself and engage TELUS Digital for implementation,\nintegration, change management, managed services and other professional\nservices. TELUS Digital serves as an implementation partner, introducing\nprospective and current enterprise clients to Parloa's AI agent platform and\nhelping them put it into production at scale. \n \n5. What does TELUS Digital's approach to AI in customer experience look like?\nTELUS Digital's AI portfolio for customer experience pairs its own Fuel iX\nsuite with technology partnerships, covering conversational AI agents,\nreal-time guidance and coaching for human agents, and agent training. Parloa\nexpands that portfolio with autonomous resolution for eligible transactional\ninteractions. These sit alongside TELUS Digital's broader CX practice,\nspanning \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=958575528&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcx-consulting&a=%C2%A0)consulting-led\nAI transformation\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1153279810&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcx-consulting&a=consulting-led+AI+transformation), \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2239401606&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing&a=%C2%A0)contact\ncenter operations\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=695062097&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing&a=contact+center+operations) and \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3841819778&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care&a=%C2%A0)technology\nimplementation\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3580995111&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care&a=technology+implementation) for\nenterprise clients across industries including telecom, banking and financial\nservices, media and entertainment, hi-tech, retail, travel, transport and\nhospitality, software and platforms, energy and utilities, healthcare, and\ninsurance, backed by a global delivery footprint of 83,000+ team members\nacross 35+ countries. \n \n6. Why should enterprises choose TELUS Digital as a Parloa implementation\npartner? \nTELUS Digital brings customer experience expertise and a track record of\nimplementing AI platforms for enterprise clients, already established through\nits work with other technology partners. That experience translates directly\nto Parloa, giving enterprises a partner who can identify which interactions\nare ready for automation, integrate the platform into their broader CX\nenvironment, manage the operational transformation, and operate and optimize\nthe resulting blend of autonomous AI and human support. \n \n7. What should enterprises look for in top agentic AI platforms and the best\ncustomer service automation software?\nEnterprises evaluating top agentic AI platforms and the best customer service\nautomation software can start with whether the agents resolve interactions\nfrom start to finish, escalate to a person when judgment is needed, meet\nsecurity and compliance standards such as GDPR, ISO 27001 and SOC 2, and fit\ninto their existing CCaaS and CRM environment.\nAbout TELUS Digital\n\nTELUS Digital\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2134362263&u=https%3A%2F%2Fwww.telusdigital.com%2F&a=TELUS+Digital) crafts\nunique and enduring experiences for customers and employees, and creates\nfuture-focused digital transformations that deliver value for our clients. We\nare the brand behind the brands. Our global team members are both passionate\nambassadors of our clients' products and services, and technology experts\nresolute in our pursuit to elevate their end customer journeys, solve business\nchallenges, mitigate risks, and drive continuous innovation. Our portfolio of\nend-to-end, integrated capabilities include customer experience management,\ndigital solutions, such as cloud solutions, AI-fueled automation, front-end\ndigital design and consulting services, AI & data solutions, including\ncomputer vision, and trust, safety and security services. Fuel iX\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=218124227&u=https%3A%2F%2Fwww.fuelix.ai%2F&a=Fuel+iX)(TM) is\nTELUS Digital's proprietary platform and suite of products for clients to\nmanage, monitor, and maintain generative AI across the enterprise, offering\nboth standardized AI capabilities and custom application development tools for\ncreating tailored enterprise solutions.\n\nPowered by purpose, TELUS Digital leverages technology, human ingenuity and\ncompassion to serve customers and create inclusive, thriving communities in\nthe regions where we operate around the world. Guided by our\nHumanity-in-the-Loop principles\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1976782604&u=https%3A%2F%2Fwww.telusdigital.com%2Fhumanity-in-the-loop&a=Humanity-in-the-Loop+principles),\nwe take a responsible approach to the transformational technologies we develop\nand deploy by proactively considering and addressing the broader impacts of\nour work. Learn more at: telusdigital.com\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3941996484&u=http%3A%2F%2Ftelusdigital.com%2F&a=telusdigital.com)\n\nAbout Parloa\n\nParloa empowers global enterprises to build, train and manage agentic AI\nsolutions for premier customer experiences. Founded by Malte Kosub and Stefan\nOstwald, Parloa began with the belief that every great conversation is the\nstart of a relationship, a principle that still guides how the company builds\ntechnology today. Leading global brands use Parloa's advanced AI agents to\nimprove service at scale, increase customer loyalty, and unlock new revenue.\nParloa employs 500+ people across eight offices throughout the US and Europe.\nTo experience what's possible, visit parloa.com\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2004937331&u=http%3A%2F%2Fparloa.com%2F&a=parloa.com).\n\nContacts:\n\nTELUS Digital Media Relations\nJackie Paduano\nmedia.relations@telusdigital.com\n\nTELUS Investor Relations\nOlena Lobach\nir@telus.com \n\nView original\ncontent:https://www.prnewswire.co.uk/news-releases/telus-digital-partners-with-parloa-to-help-enterprises-build-and-manage-ai-agents-for-stronger-customer-relationships-302907473.html\n\n\n\nCopyright (c) 2026 PR Newswire Association,LLC. All Rights Reserved.","article_body_html":"","raw_payload":{"data":{"id":"nPresLJYXa-20261014","title":"TELUS Digital Partners with Parloa to Help Enterprises Build and Manage AI Agents for Stronger Customer Relationships","author":"PR Newswire","ticker":"T","created":"2026-10-14T10:45:00.249Z","tickers":["T"],"exchange":"TSX","article_body":"TELUS Digital Partners with Parloa to Help Enterprises Build and Manage AI\nAgents for Stronger Customer Relationships\nPR Newswire\n\nVANCOUVER, BC, Oct. 14, 2026\n\nCollaboration pairs Parloa's platform with TELUS Digital's customer experience\nexpertise to help improve first impressions, deepen engagement and create\nvalue for enterprises and their customers\n\nVANCOUVER, BC, Oct. 14, 2026 /PRNewswire/ -- TELUS Digital\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2134362263&u=https%3A%2F%2Fwww.telusdigital.com%2F&a=TELUS+Digital),\na global technology service provider specializing in AI-powered digital\ncustomer experiences (CX) and future-focused digital transformations, today\nannounced a partnership with Parloa\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=6108538&u=https%3A%2F%2Fwww.parloa.com%2F&a=Parloa),\nthe leading agentic CX enabler for the enterprise. Established in Germany,\nParloa brings a robust European enterprise footprint and experience supporting\ndeployments subject to the General Data Protection Regulation (GDPR) and other\nEuropean regulatory requirements, while TELUS Digital offers its existing\ndelivery presence and regulated-industry expertise across North America and\nEurope.\n\nTELUS Digital will serve as an implementation partner, introducing prospective\nand current enterprise clients to Parloa's AI agent platform and helping them\nput it into production at scale. Enterprises that choose to deploy Parloa can\ncontract directly with the company for the platform itself and engage TELUS\nDigital for implementation, integration, change management, managed services\nand other professional services.\n\nParloa's AI agents handle customer interactions such as authentication,\nbookings, payments and order inquiries from beginning to end, and escalate to\na human agent when a conversation calls for high-touch care. Parloa's own\nresearch, a \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2786855695&u=https%3A%2F%2Fstateofcx.parloa.com%2F&a=%C2%A0)study\nevaluating 10,000 enterprise websites and 4,000 chat interactions\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1882701137&u=https%3A%2F%2Fstateofcx.parloa.com%2F&a=study+evaluating+10%2C000+enterprise+websites+and+4%2C000+chat+interactions),\nfound that fewer than 9% of chatbot conversations reached resolution, and only\nabout 10% of escalation attempts actually reached a human agent. Separately,\nParloa's \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=52305971&u=https%3A%2F%2Fgo.parloa.com%2Fconsumer-patience-index&a=%C2%A0)Consumer\nPatience Index\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3665002178&u=https%3A%2F%2Fgo.parloa.com%2Fconsumer-patience-index&a=Consumer+Patience+Index),\na survey of 1,001 U.S. consumers conducted by independent research firm\nPropeller Insights, found that nearly a third of consumers would switch brands\nentirely just to avoid being put on hold. Parloa's approach is built on the\nidea that completing an interaction, rather than stalling partway through it,\ncan turn automation into customer loyalty instead of frustration.\n\n\"The research confirms what we've all experienced ourselves — consumer\nexpectations are high, and brand loyalty is fragile,\" said Chris Silver, Chief\nRevenue Officer, Parloa. \"They need to have their issue solved, the first\ntime, on their preferred channel and with no unnecessary delays. Legacy\nautomation couldn't do it; Parloa's can, and with our TELUS Digital\npartnership, we're excited to show the innovative enterprise what's possible\nin agentic customer experience.\"\n\nAutomation in CX can be most effective when enterprises and customers trust\nthe platform delivering it. Parloa's platform recently earned SAP's endorsed\napp premium certification\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1611336154&u=https%3A%2F%2Fwww.dbta.com%2FEditorial%2FNews-Flashes%2FParloa-AI-Agent-Management-Platform-Now-an-SAP-Endorsed-App-175769.aspx&a=%C2%A0SAP%27s+endorsed+app+premium+certification),\na distinct category within SAP's partner ecosystem reserved for solutions that\nmeet added security, testing and performance standards. The platform runs on\nAzure and supports multiple AI models, including OpenAI's GPT series, giving\nenterprises flexibility as the technology evolves. The company, with\nenterprise operations across Europe and the U.S., has built six years of\ndeployment experience serving businesses across banking and financial\nservices, insurance, utilities, telecommunications and media, retail,\nlogistics, travel, and healthcare and life sciences. Parloa builds its agents\nto meet enterprise compliance standards, including GDPR, ISO 27001 and SOC 2\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3192097772&u=https%3A%2F%2Ftrust.parloa.com%2F&a=%C2%A0GDPR%2C+ISO+27001+and+SOC+2),\nwith every interaction designed to help protect personal information.\n\nExpanding TELUS Digital's AI-powered CX solutions\n\nAs enterprises adopt agentic AI platforms across their customer service\noperations, TELUS Digital believes a single tool rarely covers every need and\nthat enterprises benefit from matching the right capability to the right type\nof interaction.\n\n\"When contact centers get buried in high volume, repetitive interactions, we\noften see cost to serve climb without the customer experience improving,\" said\nWill Mayo, Global Senior Vice President of Growth, TELUS Digital. \"What\nstands out to us about Parloa is that its agents are designed to take care of\nroutine requests from start to finish, and hand-off to a person when a\nconversation gets more complex. Parloa is built to work through partners like\nTELUS Digital, which can act as a one-stop shop from strategy to\nimplementation and scaled delivery. This gives our clients another way to move\neligible, high volume interactions to automation while keeping people\navailable for conversations that need their empathy and knowledge.\"\n\nThe Parloa partnership is the newest addition to TELUS Digital's AI\ncapabilities for customer experience. TELUS Digital's \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=344185185&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fintelligent-conversational-ai-solutions&a=%C2%A0)conversational\nAI solutions\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=4217837407&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fintelligent-conversational-ai-solutions&a=conversational+AI+solutions) combine\nvoice, generative AI and agentic automation, so AI agents can handle routine\nrequests across channels and languages and pass the conversation to a human\nagent, with full context, when the interaction needs a person.\n\nTo support human agents, TELUS Digital's \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=4123989023&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fai-powered-agent-tools&a=%C2%A0)AI-powered\nagent tools\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1935465989&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fai-powered-agent-tools&a=AI-powered+agent+tools) can\nanalyze customer interactions to support quality and coaching, and offer\nreal-time guidance during live conversations. TELUS Digital's proprietary \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1687451513&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Ffuel-ix%2Fagent-assist&a=%C2%A0)Fuel\niX™ Agent Assist\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2410939304&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Ffuel-ix%2Fagent-assist&a=Fuel+iX%E2%84%A2+Agent+Assist) gives\nagents real-time knowledge and answers, while \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1770492889&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Ffuel-ix%2Fagent-trainer&a=%C2%A0)Fuel\niX Agent Trainer\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=348885478&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Ffuel-ix%2Fagent-trainer&a=Fuel+iX+Agent+Trainer) uses\nAI-generated voice and chat simulations to help new agents practice customer\nconversations before taking live calls. TELUS Digital can connect these\nsolutions to clients' \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2874910738&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fccaas-and-crm&a=%C2%A0)contact\ncenter platforms\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=309465546&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fccaas-and-crm&a=contact+center+platforms), \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=835023983&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fcrm-services&a=%C2%A0)customer\nrelationship management (CRM) systems\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=591296059&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fcrm-services&a=customer+relationship+management+(CRM)+systems) and\nbackend systems. The company also offers CX consulting\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3529379457&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcx-consulting&a=CX+consulting) to\nidentify where AI fits, along with \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2037840397&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing%2Fcustomer-service&a=%C2%A0)customer\nservice\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3207082337&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing%2Fcustomer-service&a=customer+service) and \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=32035463&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing%2Fcontact-center-management&a=%C2%A0)contact\ncenter management\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3731272412&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing%2Fcontact-center-management&a=contact+center+management) teams\nto run and optimize a blend of AI and human support.\n\nThe Parloa partnership extends TELUS Digital's AI-powered CX solutions for\nenterprise clients in industries including telecommunications, retail, travel\nand hospitality, media, banking, financial services and insurance, and\nhealthcare, supported by a global delivery footprint of 83,000+ team members\nacross 35+ countries.\n\nTo learn more about TELUS Digital's AI-powered CX solutions, visit:\n* CX Strategy & Transformation\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2120225438&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcx-consulting&a=CX+Strategy+%26+Transformation)\n* Contact Center Outsourcing\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1359466775&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing&a=Contact+Center+Outsourcing)\n* Customer Care & AI Technology\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2080125344&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care&a=Customer+Care+%26+AI+Technology)\n* CCaaS\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1274061834&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fccaas&a=CCaaS+)\n* CRM\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=4115929463&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care%2Fcrm-services&a=CRM)\n* Fuel iX\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=432854967&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Ffuel-ix&a=Fuel+iX)\nFor more information on Parloa's agentic AI platform for CX, visit: parloa.com\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2004937331&u=http%3A%2F%2Fparloa.com%2F&a=parloa.com)\n\nFrequently asked questions\n1. What is Parloa and what does it do?\nParloa is an agentic AI platform built to let AI agents handle customer\ninteractions such as authentication, bookings, payments and order inquiries\nfrom beginning to end. The platform escalates to a person when a conversation\ncalls for more judgment, and every interaction is designed to protect personal\ninformation while meeting compliance standards including built to support GDPR\nand certified to ISO 27001 and SOC 2. Parloa also holds SAP's endorsed app\npremium certification, a distinct category within SAP's partner ecosystem for\nsolutions that meet added security, testing and performance standards. The\nplatform is built around turning every resolved interaction into lasting\ncustomer loyalty, not just a closed ticket. \n \n2. Why did TELUS Digital partner with Parloa?\nTELUS Digital partnered with Parloa to expand its portfolio of AI capabilities\nfor customer experience with end-to-end customer service automation solutions.\nThe partnership pairs Parloa's agentic AI platform, used by enterprises in\ninsurance, retail, travel and healthcare, with TELUS Digital's CX expertise,\nindustry relationships and global delivery footprint. It also complements the\nAI solutions TELUS Digital already offers, giving enterprises another way to\nmove eligible, high volume interactions to automation while keeping people\navailable for the conversations that need them. \n\n\n3. What problem does agentic AI solve for contact centers?\nContact centers often carry a heavy load of repetitive, transactional\ninteractions, such as identity verification, bookings and payment questions,\nthat drive up the cost to serve without making the experience any better for\nthe customer. Many AI tools can answer part of a question but still hand the\ninteraction back to a person to finish, so the customer effectively waits\ntwice. \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2786855695&u=https%3A%2F%2Fstateofcx.parloa.com%2F&a=%C2%A0)Parloa's\nown research\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2123672035&u=https%3A%2F%2Fstateofcx.parloa.com%2F&a=Parloa%27s+own+research) found\nthat fewer than 9% of chatbot conversations reach resolution, illustrating how\ncommon that gap is. Agentic AI platforms like Parloa are built to complete\nthese interactions fully on their own, reserving human involvement for the\nconversations that need empathy and judgment. \n \n4. Who implements Parloa for TELUS Digital's enterprise clients?\nEnterprises that choose to deploy Parloa can contract directly with the\ncompany for the platform itself and engage TELUS Digital for implementation,\nintegration, change management, managed services and other professional\nservices. TELUS Digital serves as an implementation partner, introducing\nprospective and current enterprise clients to Parloa's AI agent platform and\nhelping them put it into production at scale. \n \n5. What does TELUS Digital's approach to AI in customer experience look like?\nTELUS Digital's AI portfolio for customer experience pairs its own Fuel iX\nsuite with technology partnerships, covering conversational AI agents,\nreal-time guidance and coaching for human agents, and agent training. Parloa\nexpands that portfolio with autonomous resolution for eligible transactional\ninteractions. These sit alongside TELUS Digital's broader CX practice,\nspanning \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=958575528&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcx-consulting&a=%C2%A0)consulting-led\nAI transformation\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1153279810&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcx-consulting&a=consulting-led+AI+transformation), \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2239401606&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing&a=%C2%A0)contact\ncenter operations\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=695062097&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fcontact-center-outsourcing&a=contact+center+operations) and \n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3841819778&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care&a=%C2%A0)technology\nimplementation\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3580995111&u=https%3A%2F%2Fwww.telusdigital.com%2Fsolutions%2Fai-customer-care&a=technology+implementation) for\nenterprise clients across industries including telecom, banking and financial\nservices, media and entertainment, hi-tech, retail, travel, transport and\nhospitality, software and platforms, energy and utilities, healthcare, and\ninsurance, backed by a global delivery footprint of 83,000+ team members\nacross 35+ countries. \n \n6. Why should enterprises choose TELUS Digital as a Parloa implementation\npartner? \nTELUS Digital brings customer experience expertise and a track record of\nimplementing AI platforms for enterprise clients, already established through\nits work with other technology partners. That experience translates directly\nto Parloa, giving enterprises a partner who can identify which interactions\nare ready for automation, integrate the platform into their broader CX\nenvironment, manage the operational transformation, and operate and optimize\nthe resulting blend of autonomous AI and human support. \n \n7. What should enterprises look for in top agentic AI platforms and the best\ncustomer service automation software?\nEnterprises evaluating top agentic AI platforms and the best customer service\nautomation software can start with whether the agents resolve interactions\nfrom start to finish, escalate to a person when judgment is needed, meet\nsecurity and compliance standards such as GDPR, ISO 27001 and SOC 2, and fit\ninto their existing CCaaS and CRM environment.\nAbout TELUS Digital\n\nTELUS Digital\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2134362263&u=https%3A%2F%2Fwww.telusdigital.com%2F&a=TELUS+Digital) crafts\nunique and enduring experiences for customers and employees, and creates\nfuture-focused digital transformations that deliver value for our clients. We\nare the brand behind the brands. Our global team members are both passionate\nambassadors of our clients' products and services, and technology experts\nresolute in our pursuit to elevate their end customer journeys, solve business\nchallenges, mitigate risks, and drive continuous innovation. Our portfolio of\nend-to-end, integrated capabilities include customer experience management,\ndigital solutions, such as cloud solutions, AI-fueled automation, front-end\ndigital design and consulting services, AI & data solutions, including\ncomputer vision, and trust, safety and security services. Fuel iX\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=218124227&u=https%3A%2F%2Fwww.fuelix.ai%2F&a=Fuel+iX)(TM) is\nTELUS Digital's proprietary platform and suite of products for clients to\nmanage, monitor, and maintain generative AI across the enterprise, offering\nboth standardized AI capabilities and custom application development tools for\ncreating tailored enterprise solutions.\n\nPowered by purpose, TELUS Digital leverages technology, human ingenuity and\ncompassion to serve customers and create inclusive, thriving communities in\nthe regions where we operate around the world. Guided by our\nHumanity-in-the-Loop principles\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=1976782604&u=https%3A%2F%2Fwww.telusdigital.com%2Fhumanity-in-the-loop&a=Humanity-in-the-Loop+principles),\nwe take a responsible approach to the transformational technologies we develop\nand deploy by proactively considering and addressing the broader impacts of\nour work. Learn more at: telusdigital.com\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=3941996484&u=http%3A%2F%2Ftelusdigital.com%2F&a=telusdigital.com)\n\nAbout Parloa\n\nParloa empowers global enterprises to build, train and manage agentic AI\nsolutions for premier customer experiences. Founded by Malte Kosub and Stefan\nOstwald, Parloa began with the belief that every great conversation is the\nstart of a relationship, a principle that still guides how the company builds\ntechnology today. Leading global brands use Parloa's advanced AI agents to\nimprove service at scale, increase customer loyalty, and unlock new revenue.\nParloa employs 500+ people across eight offices throughout the US and Europe.\nTo experience what's possible, visit parloa.com\n(https://edge.prnewswire.com/c/link/?t=0&l=en&o=4796761-1&h=2004937331&u=http%3A%2F%2Fparloa.com%2F&a=parloa.com).\n\nContacts:\n\nTELUS Digital Media Relations\nJackie Paduano\nmedia.relations@telusdigital.com\n\nTELUS Investor Relations\nOlena Lobach\nir@telus.com \n\nView original\ncontent:https://www.prnewswire.co.uk/news-releases/telus-digital-partners-with-parloa-to-help-enterprises-build-and-manage-ai-agents-for-stronger-customer-relationships-302907473.html\n\n\n\nCopyright (c) 2026 PR Newswire Association,LLC. All Rights Reserved."},"type":"article","timestamp":"2026-10-14T10:45:00.301132693Z","server_sent_at_ms":1791974700301},"received_at":"2026-10-14T10:45:00.464Z","source_url":null},"analysis":{"id":"156859","press_release_id":"168593","analysis_json":{"industry":{"label":"IT Consulting & Other Services","sector":"Information Technology"},"redFlags":[],"eventType":"partnership","narrative":"TELUS Digital announced a partnership with Parloa, becoming an implementation partner for Parloa's agentic AI customer-experience platform aimed at enterprise clients.\n\nTELUS Digital will introduce clients to the platform and provide implementation, integration, change management, managed services and other professional services, while enterprises contract directly with Parloa for the platform itself.\n\nThe deal adds autonomous end-to-end resolution of routine interactions — authentication, bookings, payments, order inquiries — to TELUS Digital's existing Fuel iX AI suite, extending its AI CX offerings across telecom, banking, retail, travel, healthcare and other regulated industries.\n\nNo financial terms or revenue expectations were disclosed; the impact is strategic portfolio expansion rather than a quantifiable near-term catalyst.","sentiment":"bullish","agentHooks":{"shouldPost":false,"suggestedAngle":"TELUS Digital broadens its agentic AI CX stack via Parloa implementation partnership — a portfolio-add, not a financial event."},"keyFigures":{"customDimensions":{"countries":"35+","study_scope":"10,000 enterprise websites and 4,000 chat interactions","team_members":"83,000+","consumer_survey_size":1001,"escalation_reach_rate":"about 10%","chatbot_resolution_rate":"fewer than 9%"}},"quotedText":"When contact centers get buried in high volume, repetitive interactions, we often see cost to serve climb without the customer experience improving","namedEntities":{"people":[{"name":"Chris Silver","role":"Chief Revenue Officer, Parloa"},{"name":"Will Mayo","role":"Global Senior Vice President of Growth, TELUS Digital"},{"name":"Malte Kosub","role":"Co-founder of Parloa"},{"name":"Stefan Ostwald","role":"Co-founder of Parloa"}],"products":["Parloa AI agent platform","Fuel iX Agent Assist","Fuel iX Agent Trainer","Azure","OpenAI GPT series"],"companies":[{"name":"TELUS Digital","ticker":"T","relationship":"filer / implementation partner"},{"name":"Parloa","relationship":"partner"},{"name":"SAP","relationship":"platform certifier of partner"},{"name":"Microsoft Azure","relationship":"hosting platform for partner"},{"name":"OpenAI","relationship":"AI model provider for partner"},{"name":"Propeller Insights","relationship":"research firm"}],"dollarAmounts":[]},"materialImpact":{"score":2,"reasoning":"A routine partnership announcement that adds Parloa's agentic AI platform to TELUS Digital's CX implementation services. 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