Agentic AI Success Story

How dreamleap automated the Customer Experience E2E and made DPD 3000x faster

DPD Switzerland accelerates content creation from 2 days to 30 minutes and has already produced hundreds of pieces of content; automation frees up ~1 FTE per year.
In the customer center, QA sampling increased from 5–10% manual review to
a largely automated QA process (since 09/2025).
Next step: an AI writing assistant for customer service. 

Customer: DPD 

Industry: Marketing and CX in Logistics & Supply Chain 

Target Vision: E2E CX and process automation: From more efficient content creation, consistent quality in the call center, to process automation using AI agents. 

Solution: dreamleap Content & Image Automation, Translations, Audio Analytics (Quality Management in the Customer Center).




“The Content Suite by Content Butler has massively accelerated our workflow. Previously, we needed around 20 minutes per caption—today, the tool provides us with several compelling suggestions in under 30 seconds.”


Jana Cybula – Marketing & Social Media Specialist

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, a clear roadmap was created: from initial use cases to Agentic AI based on a central Data Brains – with measurable efficiency gains in marketing and customer service. 


Mastering CX challenges efficiently with agents

Before starting, DPD Switzerland faced typical hurdles familiar to many companies: content was created in parallel by multiple teams, knowledge was siloed and difficult to reuse, tone of voice varied by team, and manual handling of emails and inquiries in service was time-consuming. DPD’s goal was to gradually deploy AI across all areas. 


Initial GenAI experiments deliver good results, but often remain isolated solutions without governance, without a clear data foundation, and scaling within the company is difficult.

The Solution: Data Brain and Agentic AI,
clearly structured through enablement 

Using a defined innovation and prioritization process, DPD collected relevant use cases and evaluated them together with dreamleap for feasibility and business relevance. The prioritized use cases were quickly integrated into the teams—and showed rapid impact.

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)


“Thanks to the entire Content Suite, we have already created over 500 posts and saved an enormous amount of time. In addition, our posts are better optimized for SEO and more creative for our community!”


Jana Cybula – Marketing & Social Media Specialist 



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).

Results

Content & Translator Agent saves over 250 hours per month in content generation and enables high quality and customer proximity thanks to specialized LLMs 

With the Agent Architecture, DPD significantly reduces production time and increases output: 2 days → 30 minutes per asset, 270 pieces of content in a short period of time, ~1 FTE/year capacity freed up; in total, this amounts to over 250 hours per month  of saved content and translation work. In service, since 09/2025, a largely automated analysis of conversations provides an objective basis for coaching and quality management (Human-in-the-Loop remains in place).


Initial results show significant efficiency and quality gains: 


  • Time-to-Content: −97% (20 min → < 30 sec per caption) 
  • Output volume: Over 500 social media posts created with the Content Suite 
  • Quality gain: better SEO optimization and greater creativity of the posts 

“Together with Andreas, I trained the Content Butler already during the development phase—and from the very beginning, the collaboration was clear, efficient, and cooperative. His reliability, solution-oriented approach, and enthusiasm for working together greatly enriched the project.


Today, the Content Butler is a real game-changer for us: not only do we produce much faster, but we also keep our brand voice consistent—and that of our clients as well. It enables us to deliver exactly the presence that defines cxb across every channel: clear, unified, professional—and full of personality.”


Maj Lina Schönrock – Head of Marketing at cxb 


Next steps

The agent platform will continue to be expanded with additional features. For example, the rollout of an intelligent plugin. Writing assistant 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.

Use Cases in Detail 

Content & Image Automation Agent

The dreamleap Content Automation Agents creates texts and images faster, more consistently, and targeted to the audience. Teams select the target group, tone, and channel; the agent generates channel-optimized versions (e.g., Instagram, LinkedIn) in the defined Brand Voice. The image generation module provides visuals in the corporate design and supplies reusable templates.


  1. It is ensured that all content consistently aligns with the Brand Voice.   
  2. The content is personalized and addresses the target audience directly, making it more likely to succeed. 
  3. Brand-compliant editing: Automatic rewriting according to company style & glossary; spelling/grammar in real time.
  4. Cost-effectiveness: Value-based pricing model (pricing by impact, e.g. documents/assets – not by users). 

How does DPD Switzerland benefit?

Instead of 20–30 minutes per caption, the team now needs less than 30 seconds—while maintaining a consistent Brand Voice and creating more creative content.   


In 2025 alone, over 500 social media posts were already produced using the Content Suite. Target audiences are addressed consistently, personally, and with stronger SEO impact, all without additional effort for the team. 

Audio Analytics & Quality Management 

What the module delivers

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

“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


How does it help

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. 

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. 

Translation Agent

The Translations Agent localized content quickly and in line with the brand. It preserves brand voice and formatting  across languages, delivers context-based translations  with industry-specific terminology, checks quality (spelling, syntax, expression), and supports over 60 languages. Word, PowerPoint, and Excel  remain in 1:1 layout retained—for seamless reuse in Sales, Marketing, and Management. 


Translations are fed directly into the Content Pipeline  embedded: Briefing → Creation → Localization  → Proofreading → Approval. Individual files or Batch translations  run in parallel; if needed, you select the translation mode  (literal / free / creative). 

  • Brand voice & formatting preserved  – consistent communication across all languages.
  • Context & terminology fidelity – Glossaries / Do & Don’ts ensure consistent technical language.
  • Quality assurance integrated – Proofreading (grammar, syntax, style) integrated in the process.
  • Scalability – From single files to batch translations, 60+ languages, integrations with CMS/CRM/PIM etc.
  • Cost & speed – AI-powered workflows significantly reduce translation costs and accelerate rollout to new markets.

How does DPD Switzerland benefit?

DPD localizes campaigns and service responses faster, with more consistent corporate language and less friction between teams. This reduces dependence on external loops and shortens time-to-market. 


What has improved
Translations are in the Content Pipeline integrated; validated text modules are returned to the Data Brain and are immediately available for reuse. Approvals become shorter, back and forth is eliminated, and multilingual publications can be synchronized planned.