In an interview with DPL News, executives from Coca-Cola Bottlers and Electrolux revealed the financial benefits of adopting AI in their customer service operations.
By: Alejandro González Sep 4, 2026
Las Vegas, United States. Digital transformation in customer experience is no longer a futuristic promise. It has become an operational reality driven by Artificial Intelligence (AI).
In an environment where immediacy is the norm, large corporations are seeking to optimize their communication channels through the adoption of advanced technologies. During Genesys Xperience 2026, Coca-Cola Bottlers and Electrolux shared their success stories.
To better understand the scope of this transformation, DPL News spoke exclusively with Vincent D’Amico, Site Manager and Senior Director of Service Operations Support at Coca-Cola Bottlers’ Sales & Services (CCBSS), who shared details of the company’s automation strategy. D’Amico explained how CCBSS’s operations center, which provides B2B support to bottling partners, restaurants, and hotels across North America, has evolved from using structured bots to deeply exploring Agentic AI.
He noted that the company uses AI-powered voicebots and workforce management tools that correctly identify and route more than 80 percent of incoming calls. This has resulted in a 50 percent reduction in total cost of ownership and significant annual savings. According to data from Coca-Cola and Genesys, the anticipated cost savings from adopting agentic assistants are already becoming a reality.
Today, the voicebots implemented by Coca-Cola Bottlers generate savings of nearly $20,000 annually, while optimization of field technician visits has delivered $1 million in savings, along with a 10 percent improvement in first-contact resolution rates. D’Amico added that, looking ahead, the company expects Agentic AI to further scale these efficiencies through proactive notifications and the management of complex rescheduling activities.
DPL News also spoke exclusively with Aki Savolainen, Head of Enterprise AI and Consumer Engagement at Electrolux Group, who described the company’s strategy in the consumer goods sector. Savolainen explained that the European company has consolidated more than 30 systems onto the Genesys Cloud platform to meet rising customer expectations, as consumers today expect near-instant resolution of their issues.
According to Savolainen, the current approach is no longer centered on designing rigid conversational flows. Instead, it focuses on defining the desired outcomes, making it easier for business users to deploy agile, standardized solutions across multiple markets.
The impact of this consolidation is reflected directly in Electrolux’s operating metrics. The company has reported:
- A 20 percent reduction in call and email handling.
- €5 million in annual savings by eliminating unnecessary service operations.
- A 70 percent reduction in IT costs through platform consolidation.
Savolainen also explained that the integration of analytics and orchestration enables the company to anticipate customer needs and optimize every interaction without unnecessary friction.
In both cases, the executives emphasized that Artificial Intelligence is not intended to replace people, but rather to equip them with richer and more precise tools. For Coca-Cola, D’Amico highlighted that the long-term goal is for Agentic AI to handle proactive notifications and manage complex rescheduling scenarios, allowing human agents to act as true business consultants. Meanwhile, Electrolux’s Savolainen predicted that up to half of all customer interactions in Europe could eventually be handled entirely autonomously, freeing teams to focus on building long-term, value-added customer relationships.
