Parloa 正在构建一层治理规则，置于企业与所有接入的 AI 智能体之间，用于核验来访智能体的身份、可提出的请求范围、企业可同意的内容以及需要记录的信息。主推文认为，未来用户会派自己的 AI 智能体联系企业办理改订、取消或退款，而人工客服脚本无法完成这些校验，必须在软件层对每个请求逐一执行。
Customer service is being disrupted with AI everywhere.
People will soon use their own AI agents to contact companies for them, to change a booking, cancel a plan or ask for a refund.
Parloa is building a governance layer for this: a set of rules a company controls, sitting between the business and every AI agent that contacts it.
When a customer’s AI agent reaches out, the company has to check whose agent it is, what that agent is allowed to ask for, what the company can agree to, and what gets recorded.
A human support script can’t do that. These checks have to run in software, on every request.
Most companies are still missing out on what’s happening in customer experience right now. 1. Personal AI agents will drive huge new volumes 2. AI in customer experience will become a revenue driver 3. Agents will start improving themselves These shifts are already changing the industry. Companies need to get ready for them now.在 X 查看被引用的帖子
来源：Rohan Paul · x.com