Google Cloud Customer Engagement Suite with Google AI

1 use case using this technology · by Google Cloud

1published use cases

1industry

1countries on record

Conversational AI

top AI capability

Evidence mix: High 1 · Medium 0 · Low 0 — bands are computed from each record's evidence signals.

Technology & SoftwareConversational AIGenerative AI

Cegid cuts support ticket volume 40% with generative AI virtual agent and Agent Assist

Cegid, a European leader in cloud management solutions, deployed Google Cloud Customer Engagement Suite with Google AI to transform customer support handling nearly one million annual interactions. A generative AI virtual agent answers customer questions 24/7 in natural conversational French, escalating complex issues to human advisors with a summarized ticket, while Agent Assist gives advisors instant access to relevant information and suggested responses. The project handles an average of 225 conversations per day with 93% response reliability, reducing support ticket volume by 17% overall and 40% in areas where the virtual agent is deployed.

Cegid· FranceGoogle Cloud Customer Engagement Suite with Google AI · Virtual Agent · Agent Assist +1