Palera offers a unified conversation platform that preserves the full interaction history across AI agents, human agents, and all messaging, voice, and social channels.
Funding
Funding not disclosed
Founders
Product
Problem
Customer support teams using multiple AI agents, human agents, and various communication channels often lose conversation context, leading to duplicated effort, customers having to repeat information, and reduced efficiency.
Solution
Palera provides a unified conversation platform that preserves the full interaction history across AI agents, human agents, and all messaging, voice, and social channels. By maintaining a continuous thread, the platform eliminates rework and enables agents to access complete context in real time. The system captures outcomes from human handoffs, feeding them back to improve AI performance over time. Palera’s shared agent workspace and context‑aware routing ensure that every interaction—whether via voice, SMS, WhatsApp, chat, or email—is linked to the same conversation record, delivering a seamless experience for both customers and support staff.
Target Audience
Primary customers are BPOs, call centers, internal contact centers, and large enterprises that manage high‑volume, multichannel customer interactions.
Features
- Unified conversation thread that spans voice (PSTN & in‑app), SMS, WhatsApp, chat, social messaging, and email
- Real‑time context sharing between AI agents and human agents to prevent duplicate work
- Skills‑based routing and smart queue management using shared knowledge base and intent detection
- AI‑to‑human handoff capture with outcome logging to continuously train and improve AI models
- Shared agent inbox with conversation transfer, state management, and real‑time translation
- Advanced analytics, conversation grading, and KPI dashboards for operational insight
- API access for reporting, data exploration, and integration with existing CRMs or CCaaS platforms