{"id":73469,"date":"2025-09-03T10:52:00","date_gmt":"2025-09-03T09:52:00","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=73469"},"modified":"2025-10-19T09:14:31","modified_gmt":"2025-10-19T08:14:31","slug":"beyond-the-hype-how-practical-ai-drives-real-roi-in-the-contact-center","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/beyond-the-hype-how-practical-ai-drives-real-roi-in-the-contact-center\/","title":{"rendered":"Beyond the Hype: How Practical AI Drives Real ROI in the Contact Center"},"content":{"rendered":"

Talk of AI-driven transformation in the contact center can often feel disconnected from the day-to-day.\u00a0<\/span>\u00a0<\/span><\/p>\n

Between glossy headlines and lofty promises, it\u2019s easy to lose sight of what matters most: solving real problems for real teams.\u00a0<\/span>\u00a0<\/span><\/p>\n

However, for businesses under pressure to improve CX and efficiency, the narrative is shifting.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cLeaders aren\u2019t just asking what AI can do anymore,\u201d says <\/span>R\u00e9mi Guinier, Head of Product, AI Department at Diabolocom<\/span><\/b>.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cThey\u2019re asking what it can do for them, right now, and how fast they\u2019ll see results.\u201d<\/span><\/p><\/blockquote>\n

For Culligan, a global water treatment specialist, the answer didn\u2019t lie in experimental tech or speculative use cases.\u00a0<\/span>\u00a0<\/span><\/p>\n

Instead, it came from targeting a familiar, frustrating workflow: managing voicemails.\u00a0<\/span>\u00a0<\/span><\/p>\n

With Diabolocom\u2019s help, Culligan rethought this process from the ground up, reducing friction, freeing up agent time, and improving resolution speed.\u00a0<\/span>\u00a0<\/span><\/p>\n

The results speak volumes: faster service, happier customers, and a 50% cut in voicemail handling time.\u00a0<\/span>\u00a0<\/span><\/p>\n

Fixing a Workflow That No One Wanted to Own<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

Before introducing AI, Culligan\u2019s service agents were buried in voicemails.\u00a0<\/span>\u00a0<\/span><\/p>\n

Each one meant multiple steps: listening, transcribing, interpreting, responding, booking appointments, and routing tickets.\u00a0<\/span>\u00a0<\/span><\/p>\n

It was monotonous work, and, from a business perspective, more importantly, it was costly.\u00a0<\/span>\u00a0<\/span><\/p>\n

Rather than chasing trend-driven AI implementations, Culligan and Diabolocom took a focused, practical route: simplify the voicemail experience without sacrificing accuracy or oversight.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cAI doesn\u2019t have to be complex,\u201d Guinier explains.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cSometimes, it\u2019s about identifying the manual work that\u2019s draining your agents and showing people that automation can really help.\u201d\u00a0<\/span><\/p><\/blockquote>\n

Instead of bolting on a chatbot or handing off data to external models, Diabolocom leveraged its in-house model trained on English voice data, which is natively integrated into its CCaaS platform.<\/span>\u00a0<\/span><\/p>\n

No switching tools, no external APIs, just seamless automation where it made the most difference.\u00a0<\/span>\u00a0<\/span><\/p>\n

What Happened Next? Measurable Gains \u2013 Fast<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

Once deployed, the<\/span> GenAI solution<\/span><\/a> immediately began handling voicemail transcription and analysis.\u00a0<\/span>\u00a0<\/span><\/p>\n

The time spent processing voicemails was slashed in half.\u00a0<\/span>\u00a0<\/span><\/p>\n

First contact resolution climbed to 85%, thanks to agents starting each call with crystal-clear context.\u00a0<\/span>\u00a0<\/span><\/p>\n

No more second-guessing garbled messages or replaying voicemails at double speed.\u00a0<\/span>\u00a0<\/span><\/p>\n

And that wasn\u2019t all.\u00a0<\/span>\u00a0<\/span><\/p>\n

Roughly 70% of tickets could now be routed automatically, reducing queue times and ensuring customers reached the right person the first time.\u00a0<\/span>\u00a0<\/span><\/p>\n

Customer satisfaction also improved, with NPS rising to 79 in just a few weeks.<\/span>\u00a0<\/span><\/p>\n

These weren\u2019t projections on a slide deck; they were real numbers from a real deployment.\u00a0<\/span>\u00a0<\/span><\/p>\n

Why It Worked: Focus Over Flash<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

There\u2019s a temptation in the AI world to pitch solutions as all-encompassing. One tool to transcribe calls, resolve tickets, and maybe make your coffee and grab your lunch, while it\u2019s at it.\u00a0<\/span>\u00a0<\/span><\/p>\n

Diabolocom sees things differently; instead, it looks at specific uses for specific AI tool, as Guinier explains:<\/span>\u00a0<\/span><\/p>\n

\u201cWhat works is embedding AI where it actually solves a problem.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cNot bolting it on as a gimmick, but integrating it into the workflow in a secure, scalable way.\u201d\u00a0<\/span><\/p><\/blockquote>\n

That native integration does more than improve performance; it also closes compliance gaps.\u00a0<\/span>\u00a0<\/span><\/p>\n

With AI running inside Diabolocom\u2019s infrastructure, there are no risky third-party plugins or prompts sent to off-platform models.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span>Just secure, purpose-built AI that works where needed and scales when it matters.<\/span>\u00a0\u00a0\u00a0\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

When Data Sovereignty Becomes a Dealbreaker<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

For companies like Culligan, especially those in tightly regulated sectors, data control isn\u2019t just a preference; it\u2019s a mandate.\u00a0<\/span>\u00a0<\/span><\/p>\n

The idea of customer data being exposed to third-party LLMs or absorbed into external training sets was a non-starter.\u00a0<\/span>\u00a0<\/span><\/p>\n

Diabolocom met this challenge head-on by keeping everything in-house. Its generative models run on its own infrastructure, giving clients like Culligan full ownership and visibility.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cNo data sharing with OpenAI or others, no hidden terms \u2013 just clean, compliant AI built for contact centers,\u201d Guinier notes.\u00a0<\/span>\u00a0<\/span><\/p>\n

More Than ROI: Building Trust in AI<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

Ironically, many of the boldest AI claims in CX today come from tools that struggle to show working examples.\u00a0<\/span>\u00a0<\/span><\/p>\n

That\u2019s why case studies like Culligan\u2019s matter. They cut through the noise and offer something more concrete: confidence.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cPeople hear all kinds of things about AI in the media,\u201d says Guinier.\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cOur goal is to show that it works; not with smoke and mirrors, but with tangible business gains.\u201d\u00a0<\/span><\/p><\/blockquote>\n

For Diabolocom, this isn\u2019t experimental. It\u2019s core to its product philosophy: deliver real value from day one without adding unnecessary layers of complexity.\u00a0<\/span>\u00a0<\/span><\/p>\n

Final Thoughts<\/span><\/b>\u00a0<\/span>\u00a0<\/span><\/h2>\n

AI\u2019s value in the contact center doesn\u2019t need to hinge on vague projections or productivity theories.\u00a0<\/span>\u00a0<\/span><\/p>\n

Culligan\u2019s experience proves that when the technology is purpose-built and deployed with care, the returns are immediate, trackable, and lasting.\u00a0<\/span>\u00a0<\/span><\/p>\n

As <\/span>Emmanuelle Duchesne, Culligan\u2019s Director of Customer Experience and Transformation<\/span><\/b>, put it:\u00a0<\/span>\u00a0<\/span><\/p>\n

\u201cDiabolocom\u2019s solution has been a game changer for our agents.\u201d<\/span>\u00a0<\/span><\/p>\n

\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Talk of AI-driven transformation in the contact center can often feel disconnected from the day-to-day.\u00a0\u00a0 Between glossy headlines and lofty promises, it\u2019s easy to lose sight of what matters most: solving real problems for real teams.\u00a0\u00a0 However, for businesses under pressure to improve CX and efficiency, the narrative is shifting.\u00a0\u00a0 \u201cLeaders aren\u2019t just asking what […]<\/p>\n","protected":false},"author":4983,"featured_media":73471,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61016],"class_list":["post-73469","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-customer-analytics-intelligence","tag-ai-agents","tag-artificial-intelligence","tag-ccaas","tag-virtual-agent","brands_to_track-diabolocom","editorial_type-interview","intent-evaluation","target_audience-industry-professional"],"acf":[],"yoast_head":"\nBeyond the Hype: How Practical AI Drives Real ROI in the Contact Center - CX Today Practical AI in the Contact Center: Driving Real ROI with Diabolocom<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center & Omnichannel\u200b news including AI Agents, Artificial Intelligence, CCaaS, Virtual Agent and more. 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You can also learn more about the company by watching interviews with <\/span><\/i>Fr\u00e9d\u00e9ric Durand (Founder and CEO)<\/span><\/i><\/a> and <\/span><\/i>Collin Ehret (Senior Account Executive).<\/span><\/i><\/a>\u00a0<\/span><\/p>\n