Define and Test Agents Without Code for Fast Iteration

Parloa’s Agent Management Platform (AMP) enables business experts to configure voice AI agents using natural language for role, instructions, tools, and boundaries—no coding or rigid intent trees needed. This config drives prompting in production. Before launch, simulate customer calls: one GPT model (e.g., GPT-5.4) acts as caller, another as agent, letting teams inspect interactions, tweak configs, and validate against real scenarios. Evaluations combine LLM-as-a-judge scoring (for instruction-following, tool use, task completion) with deterministic checks. Live, an orchestration layer prompts OpenAI models with config + context for responses, RAG retrievals, or backend tool calls. Post-call, AI summarizes, classifies intent, and assesses performance.

To handle complexity, break monolithic prompts into modular sub-agents (e.g., authentication, booking) for better instruction adherence and easier updates. Add deterministic API chains and event logic for critical reliability, blending flexibility with predictability.

Evaluation-First Ensures Production Wins Over Benchmarks

Parloa benchmarks new models (GPT-4.1, GPT-5-mini) against real production mirrors, measuring instruction-following, API consistency, latency, and edge cases—not abstract tests. Only top performers deploy, minimizing migration risks for enterprises. This yields stable systems: millions of interactions with low friction, rare failure-based escalations. In one global travel deployment, human agent requests dropped 80%.

Collaborate with OpenAI for real-time optimizations, stress-testing in production-like setups. Result: consistent reliability at scale across retail, travel, insurance.

Voice Pipeline Demands Latency Discipline and Multilingual Rigor

Voice stacks (STT → model → TTS) amplify delays, so evaluate components separately: STT for word error rate on sensitive data (e.g., policy numbers); TTS via blind user tests, validated in production; emerging speech-to-speech for latency/accuracy/cost. Build multilingual from day one for global enterprises, spanning regions and languages.

Future-proof for multimodal journeys (phone → chat → links) as unified interactions, positioning agents as core to customer service like apps/websites.