Parloa

Functions: AI agents for customer service by phone and chat (RAG-based answers, routing, authentication, integrations, payments), Agent Builder, testing and analytics functions, LLM guardrails and PII/PCI redaction (security page, fair use policy, AI Terms).

Provider’s statement: Customer AI Terms V3 2025: the intended purpose is a 'neutral customer service agent' based on RAG (section 3.1); use must not result in high-risk use cases under Annex III of the AI Act or in prohibited practices under Art. 5 (section 4.6). Depending on the scope of services, the customer may assume different roles ('provider', 'distributor', 'deployer'), in particular with white-labelling or its own LLM (BYOLLM) (section 5.3); the customer ensures the AI literacy of its staff (section 5.4); the party that determines and controls the use cases is responsible for required notices to end users (section 5.2). An 'EU AI ACT Statement' is listed in the Trust Center but was not publicly viewable.

Classification (for review, not legal advice): For review: customer typically deployer (Art. 3(4) AI Act) of the AI agents, with white-labelling, its own LLM or substantial configuration possibly provider (Customer AI Terms section 5.3 names possible roles as 'provider', 'distributor' or 'deployer'); observe the AI literacy obligation under Art. 4. As end users interact directly with the AI agent, review transparency obligations under Art. 50. High-risk use under Annex III and prohibited practices under Art. 5 are contractually excluded. Not legal advice.

Since June 2026 the Customer AMP Fair Use & Dynamic Consumption Policy V2.1 applies to new customers (pricing by agent tier and type of use). Customer AI Terms V3 have applied since December 2025. The Trust Center lists ISO/IEC 42001 and transparency information under Art. 28 EU Data Act. Parloa considers C5 not applicable (Trust Center update of 10 June 2025).

The contracting party for EU customers is Parloa GmbH, Berlin (GTC V2 2024); separate terms of Parloa Inc apply to US customers. According to the Trust Center, the Parloa Group (Parloa Inc and Parloa GmbH) provides technical support and platform integration. The platform runs on Microsoft Azure; speech and AI functions are sourced from Microsoft, OpenAI, SAP, Deepgram, ElevenLabs and Google, among others (sub-processor list). No self-service: prices and plans are agreed individually with sales.

• No public prices; plan only on request via sales.
• DPA, technical and organisational measures, DPIA and 'EU AI ACT Statement' only after access is granted in the Trust Center, not publicly reviewed; the transfer basis for the US (SCC/DPF) is therefore not evidenced.
• Whether the integrated model providers (OpenAI, Microsoft, SAP, ElevenLabs, Deepgram) may use customer data for training is not expressly addressed on the public pages.
• Retention period of backups and metadata not quantified; metadata licence (AI Terms section 8.3) without time limit.

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