Agentic AI Success Story

Every Call, Real-Time: How DPD Automates Quality Management with Audio Analytics

Full Automation of Quality Management Review Process


Next step:  an AI writing assistant for customer service.

Customer: DPD Switzerland

Industry: Marketing and CX in Logistics & Supply Chain 

Target Vision: E2E CX and process automation: consistent quality in the call center and process automation using AI agents. 

Solution: dreamleap Audio Analytics (Quality Management in the Customer Center).

“With the Audio Analytics module, we detect negative experiences in real time, enabling us to initiate predictive callbacks and create a positive Customer Journey. Targeted employee training can also be ensured with the help of the module.”


Rosa Parla – Team Leader Quality & Processes

The Challenge


DPD Switzerland set the course early so that GenAI not only supports isolated use cases, but unfolds its impact across the entire Customer Journey.

Together with dreamleap, DPD Switzerland defined a clear roadmap—from initial use cases to Agentic AI anchored in a central Data Brain, enabling end-to-end customer experience and process automation. A key pillar is Audio Analytics for Quality Management in the Customer Center, ensuring consistent call-center quality while driving continuous improvement through automation.

How It Works

The core is a central Data Brain as a trusted knowledge source. Building on this, the following agents based on the dreamleap AI Suite are in use. 


  • Content & Image Automation (brand voice consistency, audience personalization, variants per channel) 
  • Audio Analytics in the customer center (quality assurance, coaching tips, and next-best actions to make customer service even more personalized and faster) 
  • Translation agents (multilingual content quickly, in an authentic style, 1:1 format, in as many languages as possible for Sales, Marketing, and Management)

The Solution

Every call is automatically analyzed; team leads can see in dashboards trending topics, anomalies and Key action areas.
Based on this, they plan short, focused coaching sessions – moving away from gut feeling towards data-driven decisions.
Relevant learning points (e.g. phrasing, FAQ gaps) flow directly back into the Data Brain and are available as response modules or guidelines  available again. 

  • Sentiment analysis: automatically detects the emotional tone and helps assess satisfaction and empathy.
  • Topic & Intent Detection: Identifies key concerns and intentions for targeted support and improved offerings.
  • Employee Performance Measurement: Assesses communication quality, conversation structure, and compliance for focused coaching.
  • Individually configurable analysis parameters: Control what is reviewed (processes, evaluation criteria, compliance) – ideal for training and process refinement.
  • Dashboards & Alerts: Consolidate results for team leads and prioritize areas for action. 

This creates transparency in day-to-day operations and a continuous improvement of service quality. 

How It Works

Audio Analytics analyzes customer conversations using AI and makes patterns  visible: Sentiment, Topics & Intents, Conversation structure  as well as rule and compliance checks. DPD controls precisely which phases and checklist items are reviewed using customizable analysis parameters. Results feed into clear guidance for team leads and agents - from coaching priorities to conversation guides to "Next Best Actions." 

How Does DPD Switzerland Benefit?

DPD quickly identifies, where conversations are going well and where targeted retraining is needed. Onboarding becomes easier because typical obstacles are visible early. Customers receive more consistent answers, escalations can be caught earlier, and completions are cleaner – with measurable impact over time.


What has improved
Regular coaching rhythms replace ad-hoc reviews; QA sampling is no longer required because the analysis is comprehensive. Alerts prioritize cases that require action (e.g., negative sentiment in cases with high complexity), and team leads manage improvements continuously using a shared dashboard. 

Next Steps

The agent platform will continue to be expanded with additional features.

For example, the rollout of intelligent plugin agents.


Writing assistants in customer service to ensure the best possible customer service and increase efficiency in customer service.

Interested in a Similar Implementation? 

Contact us.

We will support you in becoming an AI champion.

dreamleap provides not only the AI Suite, but also enablement (champions, trainings, guidelines) and prioritization based on feasibility and business impact, so that quick wins can go live promptly and scaling is successful.


The platform delivers the core component to make AI automation quickly available to DPD and CXB’s customers. That is why DPD Switzerland has also entered into a strategic partnership with dreamleap. (More about this in PR news here).