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

Overview

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.

The challenge

Cegid's support team handles nearly one million annual interactions with its 750,000 customers, and about 65% of requests concerned relatively simple questions related to the use of its solutions or administrative inquiries, creating an opportunity to provide more efficient, 24/7 available support.

The solution

Cegid chose Google Cloud Customer Engagement Suite with Google AI and built its own conversational infrastructure. Its Virtual Agent module gives users immediate, context-aware conversational answers on the client portal and, when an issue exceeds its capabilities, suggests creating a ticket summarizing the exchange for human advisors; Agent Assist gives support advisors instant access to relevant information, suggests responses, and helps draft accurate reports; and an Insights module, still in deployment, analyzes call times and customer sentiment.

Reported business value

The project handles an average of 225 conversations per day, totaling over 34,605 conversations since launch, with a 93% response reliability rate and only 17% escalation to a ticket, delivering an overall 17% reduction in support ticket volume that climbs to 40% in areas where the virtual agent has been specifically deployed.