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Title
Cegid cuts support ticket volume 40% with generative AI virtual agent and Agent Assist
Cegid case study | Google Cloud Page Contents 40% reduction in support tickets: How Cegid optimized operational efficiency with Google Cloud AI Get started for free Google Cloud Results Operational efficiency maximized: A 4…
Description
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.
…eraction data to drive continuous improvement and upskill the workforce with AI Cegid, a European leader in cloud management solutions, transformed its customer support by deploying Google Cloud Customer Engagement Suite. By integrating AI, the company optimized request processing and reduced ticket…
…sting ticketing and CRM systems. Olivier Arnoux Chief Experience Officer, Cegid Designed with Google Cloud Customer Engagement Suite with Google AI's Virtual Agent module (a chatbot for direct customer interaction), the first solution is accessible directly from the company's client portal and offers users immediate and accurate answers to their questions. Unlike traditional chatbots limited to pre-formatted responses, this agent esta…
…ntly suggests creating a ticket by summarizing the exchange for human advisors. Integrated into the support advisors' interface, the second solution relies on Agent Assist, a Google Cloud Customer Engagement Suite with Google AI module that provides instant access to relevant information for complex customer issues, suggests appropriate responses, and facilitates the drafting of accurate reports. "Advisors can thus focus on active listening and solving high-value problems, w…
…the project." AI boosts productivity and talent Launched only a few months ago, the project already handles an average of 225 conversations per day, totaling over 34 605 conversations since its launch with a 93% response reliability rate and only 17% escalation to a ticket. It demonstrates its effectiveness with an overall 17% reduction in support tick…
Company
Cegid
Cegid case study | Google Cloud Page Contents 40% reduction in support tickets: How Cegid optimized operational…
Country
France
…cularly in HR, sales support, and customer support." Industries: IT, Technology Location: France Products: Google Cloud , Customer Engagement Suite with Google AI menu Overview…
Industry
Technology & Software
…r internal processes, particularly in HR, sales support, and customer support." Industries: IT, Technology Location: France Products: Google Cloud , Customer Engagement Suite with Google…
Problem
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.
…ise. Customer Engagement Suite with Google AI for rapid and tailored deployment Among the many AI projects considered, Cegid chose to start by transforming its support, a strategic service for a company that handles nearly one million annual interactions with its 750,000 customers. "Our analysis revealed that about 65% of requests to our support concerned relatively simple questions related to the use of our solutions or administrative inquiries," specifies Olivier Arnoux. "This was an obvious opportunity to use AI to provide even more efficient and 24/7 available support, while improving customer satisfaction and optimizing the work of our agents." Before realizing its vision, Cegid faced a strategic choice: adopt a "turnkey"…
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.
…s support, and customer support. Olivier Arnoux Chief Experience Officer, Cegid After in-depth analysis, the company opted for Google Cloud Customer Engagement Suite with Google AI (formerly known as Dialogflow), attracted by the excellence of its models in processing French, cost competitiveness, and platform modularity. "Rather than a monolithic AI solution, we chose to build our own conversational infrastructure with Google Cloud," explains Olivier Arnoux. "This approach, combined with the modularity of Customer Engagement Suite with…
…sting ticketing and CRM systems. Olivier Arnoux Chief Experience Officer, Cegid Designed with Google Cloud Customer Engagement Suite with Google AI's Virtual Agent module (a chatbot for direct customer interaction), the first solution is accessible directly from the company's client portal and offers users immediate and accurate answers to their questions. Unlike traditional chatbots limited to pre-formatted responses, this agent establishes a true conversational dialogue, understanding context and adapting its language based on the user's expertise. When an issue exceeds its capabilities, the agent intelligently suggests creating a ticket by summarizing the exchange for human advisors. Integrated into the support advisors' interface, the second sol…
Excerpt shortened for public display.
…ntly suggests creating a ticket by summarizing the exchange for human advisors. Integrated into the support advisors' interface, the second solution relies on Agent Assist, a Google Cloud Customer Engagement Suite with Google AI module that provides instant access to relevant information for complex customer issues, suggests appropriate responses, and facilitates the drafting of accurate reports. "Advisors can thus focus on active listening and solving high-value problems, w…
…es remarkable accuracy in the information provided," emphasizes Olivier Arnoux. Still in the deployment phase, the third project is based on Insights, an interaction analysis module designed to extract data on call times, customer sentiment, and more. "This technology gives us unprecedented visibility into our customers' needs,"…
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.
…the project." AI boosts productivity and talent Launched only a few months ago, the project already handles an average of 225 conversations per day, totaling over 34 605 conversations since its launch with a 93% response reliability rate and only 17% escalation to a ticket. It demonstrates its effectiveness with an overall 17% reduction in support ticket volume, a figure that even climbs to 40% for areas where the virtual agent has been specifically deployed. User satisfaction rates are also significantly increasing. This technical trans…
Headline outcome
…aunch with a 93% response reliability rate and only 17% escalation to a ticket. It demonstrates its effectiveness with an overall 17% reduction in support ticket volume, a figure that even climbs to 40% for areas where the virtual agent has been specifically deployed. User satisfaction rates are also significantly increasing. This technical trans…
Use case type
Conversational assistant
…sting ticketing and CRM systems. Olivier Arnoux Chief Experience Officer, Cegid Designed with Google Cloud Customer Engagement Suite with Google AI's Virtual Agent module (a chatbot for direct customer interaction), the first solution is accessible directly from the company's client portal and offers users immediate and accurate answers to their questions. Unlike traditional chatbots limited to pre-formatted responses, this agent esta…
Business functions
Customer Service & Support
…eraction data to drive continuous improvement and upskill the workforce with AI Cegid, a European leader in cloud management solutions, transformed its customer support by deploying Google Cloud Customer Engagement Suite. By integrating AI, the company optimized request processing and reduced ticket…
AI capabilities
Conversational AI, Generative AI
…ient portal and offers users immediate and accurate answers to their questions. Unlike traditional chatbots limited to pre-formatted responses, this agent establishes a true conversational dialogue, understanding context and adapting its language based on the user's expertise. When an issue exceeds its capabilities, the agent intelligently suggests creati…
…), accounting, retail, and entrepreneurship. True to its culture of innovation, Cegid quickly recognized the rise of generative AI as a major strategic opportunity. "Our vision is to leverage generative AI to enhance business performance and he…
Technology
Google Cloud Customer Engagement Suite with Google AI, Virtual Agent, Agent Assist, Insights
…s support, and customer support. Olivier Arnoux Chief Experience Officer, Cegid After in-depth analysis, the company opted for Google Cloud Customer Engagement Suite with Google AI (formerly known as Dialogflow), attracted by the excellence of its models in processing French, cost competitiveness, and platform modularity. "Rather than a monolithic AI solution, we chose to build our own conversational…
…les support, and customer support." Industries: IT, Technology Location: France Products: Google Cloud , Customer Engagement Suite with Google AI menu Overview Solutions Products Pricing Resources Docs Support Contact us …
Deployment model
Cloud
…eraction data to drive continuous improvement and upskill the workforce with AI Cegid, a European leader in cloud management solutions, transformed its customer support by deploying Google Cloud Customer Engagement Suite. By integrating AI, the company optimized request processing and reduced ticket…
Deployment options
cloud
…eraction data to drive continuous improvement and upskill the workforce with AI Cegid, a European leader in cloud management solutions, transformed its customer support by deploying Google Cloud Customer Engagement Suite. By integrating AI, the company optimized request processing and reduced ticket…
