The customer service and experience space is overrun with AI solutions, but how many are designed to tackle real contact center issues?
If you adopt a ‘one-size-fits-all’ approach to implementing AI within your contact center, it is likely that you will fail to maximize the potential of the technology.
Generic AI is not suited for areas like contact center audio, due to issues with background noise, accent variation, and overlaps. Standard tools often struggle to adapt to real customer service workflows, leading to too many low-value and time-consuming tasks for agents.
In an exclusive conversation with CX Today, Jonathan Foureur, Head of AI at Diabolocom, provided further insights into some of the shortcomings of generic AI solutions.
AI Developed with Field and Business Expertise
Foureur outlined the fact that many benchmark datasets don’t reflect real-world CCaaS scenarios. He explained that most speech recognition models, for example, are trained on YouTube videos or other high-quality audio sources, which don’t account for noisy call center environments.
To combat these issues, Diabolocom’s AI solutions are purpose-built for the contact center environment, enabling them to understand noisy audio, emotional tone, silence, and escalation signals.
The vendor also collaborates directly with its customers by organizing regular workshops. During the sessions, Diabolocom uncovers the issues that are impacting contact center professionals in their day-to-day roles and co-develops AI solutions that truly meet real-world expectations.
Additionally, to help build on the firm’s track record of producing AI tools that truly address CX-specific challenges, the company recently launched Diabolocom Research. This dedicated research lab is designed to test and create advanced customer service and experience AI solutions.
“The point of Diabolocom Research is to use a scientific point of view to close the gap between the current market conditions and what will benefit the CX space,” Foureur explained.
“We’ve developed open-source datasets tailored to CCaaS use cases and are contributing to the AI research community by addressing industry-specific challenges.”
“This ensures our AI models are trained on data that truly reflects customer interactions, improving their real-world performance.”
The Power of Sovereign AI
Diabolocom Research is led by Kevin El Haddad, Head of AI R&D at Diabolocom and an Applied Machine Learning Researcher at ISIA Lab at the University of Mons, France.
Haddad is supported by a team of PHDs and experienced AI Researchers, who combine their skills to craft cutting-edge technologies across the following focus areas:
- Conversational AI
- Voice AI
- NLP
- Automation
For Diabolocom’s CEO Frédéric Durand, the launch of the research team represents a “significant milestone for us [Diabolocom] as we expand our capabilities to create more intelligent, adaptive, and scalable solutions for our clients.
“This initiative underscores our dedication to staying at the forefront of innovation and AI enhancements to customer experience.”
As well as allowing Diabolocom to stay abreast of the latest trends and developments in the contact center AI space, Foureur also discussed some additional benefits of in-house AI compared to third-party AI solutions.
While third-party providers can often seem effective at demo or prototype level, many organizations make the mistake of not considering scalability, resilience, and actual business impact.
Diabolocom’s AI solutions are designed with the contact center in mind, aiming to support millions of daily interactions efficiently.
Many third-party providers are not robust enough to handle this level of traffic. In addition, they often do not offer service level agreements (SLAs), which means businesses have no guarantees on uptime or performance.
“At Diabolocom, we manage our own AI and infrastructure – including telecommunications and data centers – which allows us to offer better stability and scalability,” Foureur said.
“Moreover, by developing AI specifically for each use case, we ensure higher accuracy and better integration.”
The company’s strong understanding of real-world CX operations and technical expertise allows it to develop tools that are embedded directly into workflows, such as real-time suggestions and call summarization.
A specific example of the company’s sovereign AI in action can be seen with its Automated Quality Monitoring tool. The solution automates 100 percent of evaluations and features a hybrid AI-manual approach for accurate, unbiased insights that support data-driven decisions.
Ethical and Powerful
As well as outlining the technical capabilities of the company’s in-house AI, Foureur was also keen to highlight the firm’s focus on a righteous approach.
The vendor also adheres to strict data privacy regulations and is committed to ethical data usage, as Foureur explains:
“Our processes are designed to maintain transparency and compliance while delivering business value.
“We also focus on cost efficiency, making AI affordable enough to be deployed across 100% of interactions rather than just a fraction.”
Diabolocom also aims to reduce its carbon footprint. With this in mind, the firm’s data centers are powered by renewable energy and the models are optimized for lower energy consumption, reducing emissions further and helping to control costs.
AI Built for CX
Unlike generic providers, Diabolocom’s AI is developed with a deep understanding of real-world contact center environments and the day-to-day challenges that CX leaders face.
Whether it’s helping teams resolve cases faster, reducing manual effort, or improving consistency across channels, Diabolocom acts as an AI enabler – removing the typical friction that slows down AI adoption.
Thanks to its easy integration with CRM and CCaaS systems, as well as flexible standalone deployment, organizations can embed AI into their existing workflows without rethinking their entire infrastructure.
From real-time support for agents to automated post-call processes, the platform is built to serve enterprise needs at scale, helping companies focus on what matters most: delivering better customer experiences.
Diabolocom makes AI a core driver of smarter, more efficient contact centers – not just an added feature.
For more information on Diabolocom’s approach to AI, check out this article.
You can also learn more about the company by watching interviews with Frédéric Durand (Founder and CEO) and Jonathan Foureur (Head of AI).
Interested in finding out how you can implement Diabolocom’s solutions into your contact center?
