{"slug":"cegid-cuts-support-ticket-volume-40-with-generative-ai-virtual-agent-and-agent-assist","url":"https://findausecase.com/use-cases/cegid-cuts-support-ticket-volume-40-with-generative-ai-virtual-agent-and-agent-assist","title":"Cegid cuts support ticket volume 40% with generative AI virtual agent and Agent Assist","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.","company":"Cegid","industry":"Technology & Software","country":"France","aiCapabilities":["Conversational AI","Generative AI"],"businessFunctions":["Customer Service & Support"],"technology":["Google Cloud Customer Engagement Suite with Google AI","Virtual Agent","Agent Assist","Insights"],"deployment":"Public Cloud","problemStatement":"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.","solutionApproach":"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.","businessValue":"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.","evidence":{"band":"high"},"sourceUrl":"https://cloud.google.com/customers/cegid","dates":{"publishedAt":"2026-09-09T09:01:31.305Z","publishedAtSource":"pipeline","updatedAt":"2026-09-09T09:01:31.305Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/cegid-cuts-support-ticket-volume-40-with-generative-ai-virtual-agent-and-agent-assist. Bulk republication requires permission."}