# How OBI uses Parloa

**1,500 calls**: ““Paul” handles an average of 1,500 calls a day”

As published on [parloa.com](https://www.parloa.com/customers/obi/), August 2026. Captured by usedby on 2026-11-14.

- Company: [OBI](https://www.usedby.ai/companies/obi.md)
- Tool: [Parloa](https://www.usedby.ai/tools/parloa.md)
- Industry: [Retail](https://www.usedby.ai/companies/industry/retail-offline-omnichannel.md)
- Teams: Customer Care Management, service team

## The use case: how OBI deploys Parloa

OBI uses Parloa's voice AI agents on its service phone lines to answer general customer inquiries such as opening hours, promotions and services, and to route complex questions to human experts. In a pilot in Poland and Hungary, the agents checked product availability against inventory and reserved items for in-store pickup.

Summary written by usedby from the source page, in English. The figures are those of Parloa and OBI, not ours.

> Operating just in Germany, “Paul” handles an average of 1,500 calls a day.

- **30%**: “helping increase OBI’s shopping-by-phone volume by 30%”
- **100,000**: ““Marek” handled more than 100,000 inquiries”
- **45,000**: “45,000 monthly inquiries handled by AI agents”
- **89%**: “89% customer satisfaction (CSAT)”

> OBI is committed to the belief that anything is possible, and that there’s a fast and tailored solution for every customer request. Bringing AI agents into our customer service opens up new ways to handle the many customer inquiries we receive. The AI agents are always available without long wait times. At the same time, customers can still be transferred to humans as they wish.
>
> Sabine Zöllner, Advanced Expert, Customer Care Management

Source: [parloa.com](https://www.parloa.com/customers/obi/), captured 2026-11-14.

> Parloa combines powerful AI technology with deep expertise in enterprise implementation. That combination empowers us to achieve measurable impact that helps us reach our business goals while staying ready for what's next.
>
> Matthias Quirmbach, Head of Customer Care Management

Source: [parloa.com](https://www.parloa.com/customers/), captured 2026-10-03.

## Parloa users in Retail

- [ATU](https://www.usedby.ai/companies/atu.md) — Confirmed
- [Decathlon](https://www.usedby.ai/companies/decathlon.md) — Confirmed
- [HSE](https://www.usedby.ai/companies/hse.md) — Confirmed
- [Nord-Ostsee Automobile](https://www.usedby.ai/companies/nord-ostsee-automobile.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-11-14.

- Checked: the figure 1,500 calls is printed word for word on the page, near the name of OBI.
- Checked: the passage quoted above is copied word for word from the page, near the name of OBI.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: OBI uses Parloa. Confirmed line. Latest check across sources: 2026-11-14.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/obi-parloa · How we check: https://www.usedby.ai/methodology