Case Study: Culligan boosts customer satisfaction and cuts voicemail processing time with Diabolocom Generative AI

Generative AI becomes a must for Culligan’s customer service department

Culligan France, a provider of water treatment solutions, faced the challenge of managing a high volume of daily customer interactions, particularly time-consuming voicemails that were difficult to process and impacted agent efficiency. To address this, they partnered with vendor Diabolocom to implement its generative AI solution to optimize their customer service operations.

Diabolocom's AI was integrated into Culligan's existing CRM to provide real-time voicemail transcription, summarization, and automatic routing. This solution from Diabolocom led to a 70% reduction in voicemail processing time and an 85% first contact resolution rate. Customer satisfaction also greatly improved, as reflected in a Net Promoter Score of 77.

Culligan

Emmanuelle Duchesne

Director of Customer Experience and Transformation