mckinsey -直面复杂局势：帕洛亚打造下一代客户体验的远景规划 Embracing complexity Parloas vision for next-gen customer experience

June2026

Mckunsey

&company

OperationsPractice

Embracingcomplexity:Parloa’svisionfornext-gencustomerexperience

ChrisSilver,chiefrevenueofficeratParloa,talkswithMcKinseypartnerBrianBlackaderabouttheshifttoadoptingAItechnologiesincustomercare,

gettingtosuccess,andhowheseesthefuture.

BrianBlackader:Tellmealittlebitaboutyourbackground,howyougotinvolvedinconversationalAI,andwhatspecificallybroughtyoutoParloa.

ChrisSilver:Ihavebeeninthecustomerexperience,conversationalAI,andCCaaS[contact

centerasaservice]spacesforjustoveradecade,workingwithsomeofthelargestglobal

enterprisesintheworld.Overthepastfiveyears,therehasbeenasignificantshiftwithamajoradoptionofthesetechnologiesbylargerorganizations.Typically,largeorganizationsareabitslowerintheadoptionphase,butduetotheincreasingimpactandmaturityofthetechnology,theadoptionhasbeenhappeningatalargescale.

Whatwasparticularlyexcitingtomewaswitnessingthefutureofthisfieldandtherapidpaceatwhichbothourcustomersandtheircustomerswereadoptingthetechnology.ThisrevolutionaryshiftincustomerexperienceissomethingIknewIhadtobeapartof.

BrianBlackader:WhatadvantagedoEuropeanorganizationshaveoverothersintheconversationalAImarket?

ChrisSilver:Europeanorganizationshaveanadvantageinunderstandingtheimportanceof

regulationstobesuccessfulfromtheoutset.Theymustcomprehendhowtheyareservicing

theircustomersandnavigatethevaryingregulationsfromcountrytocountry.Whenthis

understandingisintegratedintothecoreofyourtechnology,datahandling,regulatory

compliance,andnecessarycertifications,itsetsthefoundationforeasierscalingandservicingofglobalenterprises.Thisisincontrasttoorganizationsthatfocusonasinglecountry,whichmaynothavethesamelevelofregulatoryinsightbuiltintotheirplatform.

BrianBlackader:WhatareyouhearingfromyourclientsastheyexploretheopportunityforagenticAIinconversationalAI?

ChrisSilver:Manyofourconversationsrevolvearoundnotonlytheartofthepossiblebutalsotheknow-howofhowtoachieveit.Itisnotsolelyaboutdeployingthetechnologyor

understandingitsfeaturesandfunctionalities;italsoinvolvesthenecessaryinternalprocesschangestomakethetechnologyeffective.Evaluatingsuccessisanothercriticalaspect,assignificantchangesarerequiredtodeployconversationalAI.

Ultimately,thekeytosuccessistheadoptionbyourcustomers’customers.Theyneedtoembracethetechnologyduringtheirinteractionstorealizetheintendedimpact.

BrianBlackader:Whatdoyouthinkrewiringthecustomercallcenterwilllooklike?

ChrisSilver:Whenrewiringthecallcenter,agenticAItransformsone-directionalbranch-logicconversationsintomoredynamicandinteractivedialogues.Itprovidestheabilitytopredictandproactivelyaddresscustomerneeds,evenbeforethecustomerisawareofthem.Thisshiftin

theserviceindustryallowsformoreeffectivecustomerexperiencemanagement.Additionally,withinthesameconversation,agenticAIcanidentifyopportunitiestoconvertaservice

Embracingcomplexity:Parloa’svisionfornext-gencustomerexperience2

Embracingcomplexity:Parloa’svisionfornext-gencustomerexperience3

interactionintoasalesorprofitconversation.Byofferingdynamicalternatives,itcanturnacallorchatintoacross-sell,upsell,orrenewalopportunity,providingthecustomerwithadditionalvalue.

BrianBlackader:ArecentMcKinseysurveyfoundthat31percentoforganizationsarestillstuckinsingle-pointpilots.Whataresomeofthestepsyouseeascriticalfororganizationstogetpastthischallenginghump?

ChrisSilver:SomethingIobservefrequentlyisthatcompaniesseekingtoimplementAItechnologiesoftenbeginwithlow-complexityusecases.Thesedonottrulyprovidetheconfidenceneededtoenvisionalarge-scaleapplicationacrossvarioustopics.

Whatwerecommendisfocusingonmedium-complexityusecases.Thisapproachallowsfor

earlyindicationsofreturnoninvestmentandprovidesamorenaturalprogressionforfuture

developments.Itiscrucialtoavoidstartingtoosmall,asthatcanmakeitdifficulttodeterminethenextsteps.Startingwithamediumlevel,ontheotherhand,makesthepathforwardclearerandleadstoquickersuccess.

BrianBlackader:WehearalotaboutAInotbeingempatheticornuanced.Doyouthinkthisistrue?Howcanleadersovercomethishypothesisaboutautomationtakingthehuman

understandingoutoftheequation?

ChrisSilver:TheintriguingaspectofagenticAIandcurrenttechnologiesisthatitgoesbeyondmeredeployment.Thereisanartandapsychologicalcomponenttoit.Thisisparticularly

evidentinhowthesepromptsareconstructed.ConsidertheAIagentasahumanentitythatneedstobeguidedandshapedinitsthinking.

Thisisachievedthroughvariousmethods,notonlythroughthelanguageusedintheagent's

actionsbutalsothroughthetechnology'sabilitytointerpretsentiment,toneshifts,andchangesinthepaceoftheconversation.TheseelementsserveasindicatorsthatallowtheAIagentto

formhypothesesaboutthecustomer'semotionalstate.

BrianBlackader:HowdoyouthinkAIisdrivingtheopportunityforcallcentersandcustomercaretoshiftfromcostsavingstorevenue-drivingbusinesspartners?

ChrisSilver:Companiesmustadaptinternallytoprepareforthisintegration.Traditionally,thereisacleardivisionbetweencustomerexperience,service,andsales,whichneedstobebridged.Alevelofcomfortwiththisintegrationwillbeessentialmovingforward.

Profitabilityincustomerinteractionscanbeenhancedbyleveragingthetechnologyandits

integrationstoidentifytriggerevents.Oncetheinitialissueorproblemisresolved,thecustomerisinanidealpositiontoconsideradditionaloffers,suchasupgrades,newpurchases,orservicerenewals,ensuringcontinuousrevenue.

Embracingcomplexity:Parloa’svisionfornext-gencustomerexperience4

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BrianBlackader:Whatdoesthefutureofcustomercarelookliketoyou?

ChrisSilver:Thefutureofcustomercarewillseeaconvergenceofallchannelsandinteractionpoints.Consumersdesireacohesiveexperienceanddonotwanttoencounterdifferent

experiencesbasedonthereasonfortheirinteractionorthechanneltheyuse.

Theyalsodonotwanttonavigatemultipleroutestoengagewithacompany.Thisunified,

multimodalexperiencewillbekeytothefutureofcustomerexperience,influencinghow

platformsandtechnologiesinthisspaceoperat