Talk of AI-driven transformation in the contact center can often feel disconnected from the day-to-day.
Between glossy headlines and lofty promises, it’s easy to lose sight of what matters most: solving real problems for real teams.
However, for businesses under pressure to improve CX and efficiency, the narrative is shifting.
“Leaders aren’t just asking what AI can do anymore,” says Rémi Guinier, Head of Product, AI Department at Diabolocom.
“They’re asking what it can do for them, right now, and how fast they’ll see results.”
For Culligan, a global water treatment specialist, the answer didn’t lie in experimental tech or speculative use cases.
Instead, it came from targeting a familiar, frustrating workflow: managing voicemails.
With Diabolocom’s help, Culligan rethought this process from the ground up, reducing friction, freeing up agent time, and improving resolution speed.
The results speak volumes: faster service, happier customers, and a 50% cut in voicemail handling time.
Fixing a Workflow That No One Wanted to Own
Before introducing AI, Culligan’s service agents were buried in voicemails.
Each one meant multiple steps: listening, transcribing, interpreting, responding, booking appointments, and routing tickets.
It was monotonous work, and, from a business perspective, more importantly, it was costly.
Rather than chasing trend-driven AI implementations, Culligan and Diabolocom took a focused, practical route: simplify the voicemail experience without sacrificing accuracy or oversight.
“AI doesn’t have to be complex,” Guinier explains.
“Sometimes, it’s about identifying the manual work that’s draining your agents and showing people that automation can really help.”
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.
No switching tools, no external APIs, just seamless automation where it made the most difference.
What Happened Next? Measurable Gains – Fast
Once deployed, the GenAI solution immediately began handling voicemail transcription and analysis.
The time spent processing voicemails was slashed in half.
First contact resolution climbed to 85%, thanks to agents starting each call with crystal-clear context.
No more second-guessing garbled messages or replaying voicemails at double speed.
And that wasn’t all.
Roughly 70% of tickets could now be routed automatically, reducing queue times and ensuring customers reached the right person the first time.
Customer satisfaction also improved, with NPS rising to 79 in just a few weeks.