Customer service in 2025 faces mounting challenges: soaring volumes of customer inquiries, rising expectations for instant and personalised support, and a growing intolerance for long wait times and robotic interactions. Businesses that fail to deliver seamless, empathetic service risk losing customers and damaging reputations. Parloa addresses these pain points head-on with its Agentic AI Customer Service Platform.
By automating routine tasks, personalising interactions, and orchestrating support across all channels, Parloa empowers enterprises to deliver fast, consistent, and empathetic service at scale, without overwhelming human agents. Its AI agents can handle hundreds of calls simultaneously, interpret complex customer requests with industry – leading accuracy, and seamlessly transition conversations between channels, ensuring customers never have to repeat themselves.
Earlier this week, this Berlin-based startup specialising in Agentic AI customer service secured $120M (€106M) in Series C funding, propelling its valuation to $1B. Durable Capital Partners, Altimeter Capital, and General Catalyst led the round, which also included EQT Ventures, RPT Capital, Senovo, and Mosaic Ventures.
In an era where customers expect instant, personalised support, businesses are under pressure to modernise their service operations. Parloa’s AI Agent Management Platform (AMP) offers enterprises the tools to deploy AI agents capable of natural, human-like conversations, aiming to enhance customer satisfaction and loyalty.
Reinventing customer interactions with Agentic AI
Founded in 2018 by Malte Kosub and Stefan Ostwald, Parloa has developed an AI Agent Management Platform (AMP) that enables businesses to create, test, and launch AI agents capable of natural, human-like conversations. These agents undergo rigorous simulation testing, data isolation, and content filtering to ensure reliability and safety before deployment. By integrating with backend systems and analysing real-time data, Parloa’s AI agents deliver hyper-personalised support and proactively resolve
Kosub explains, “The way people interact with businesses is changing forever. At Parloa, we’ve been at the forefront of that change and are helping enterprises transform customer service with AI. Our customers are building 1:1 relationships between AI agents and their customers with every interaction to deepen loyalty, realise new revenue streams, and create highly personalised experiences.”
The company plans to use the new funding to accelerate its expansion across North America and Europe, invest in new AMP capabilities, and recruit top international talent.
Founders’ journey towards Agentic AI customer service
Before Parloa, Kosub and Ostwald co-founded Future of Voice, a conversational AI consulting agency, and were among the first in Germany to develop applications for Amazon Alexa. Their early experience with voice technologies laid the foundation for Parloa’s mission: to help enterprises reinvent customer service with Agentic AI. Today, Parloa employs about 300 people across Berlin, Munich, and New York.
Their experience in voice technologies laid the groundwork for Parloa’s mission to help enterprises reinvent customer service with Agentic AI. The company now employs about 300 people across Berlin, Munich, and New York.
Competitive landscape and differentiation
Parloa operates in a crowded field, including Zendesk, Zoho Desk, Salesforce Service Cloud, Freshdesk, and Intercom. However, Parloa distinguishes itself by focusing on Agentic AI – AI agents that act independently, learn from experience, and integrate across systems to deliver seamless, personalised customer journeys. Unlike traditional automation or simple chatbots, Parloa’s agents can manage complex workflows, proactively resolve issues, and maintain context across all channels, reducing human workload and improving both customer satisfaction and agent retention
According to Gartner, by 2029, Agentic AI will autonomously resolve 80% of common customer service issues without human intervention. Parloa’s rigorous testing, continuous learning, and enterprise-grade security position it to lead this rapidly evolving market. The company’s recent $120M (€106M) Series C funding, led by Durable Capital Partners, Altimeter Capital, and General Catalyst, will fuel expansion across North America and Europe, accelerate platform development, and support the recruitment of top international talent.
Future outlook
As customer expectations continue to rise and the demand for automated, empathetic service grows, Parloa’s Agentic AI platform is poised to play a pivotal role in shaping the future of customer interactions. By unifying data, optimising workflows, and delivering personalised experiences at scale, Parloa enables businesses to turn customer service from a cost centre into a driver of loyalty and growth
As the demand for automated customer service solutions grows, Parloa’s focus on Agentic AI positions it to play a significant role in shaping the future of customer interactions.
