Cegid transforms customer support with generative conversational agents on Google Cloud
Cegid, a European leader in cloud management solutions, transformed customer support by deploying Google Cloud Customer Engagement Suite with Google AI. The company chose Google Cloud to provide 24/7 support for common customer questions and to improve both customer satisfaction and advisor productivity. The implementation combines a virtual agent for direct customer interaction, agent assist for support advisors, and interaction analytics to continuously improve the service.
- Organization
- Cegid
- Industry
- Professional Services
- Location
- France
- Published
- May 2026
Reported outcomes
93%
quantified impactOther quantified impact
Strategic outcomes
Primary read
Use case focus
Showing 3 of 4
- 1Customer Service Automation
- 2Conversational AI
- 3Agent Assist
- Around 65% of support requests were simple questions or administrative inquiries that needed fast, always-available answers.
- Support advisors were handling high ticket volume, repetitive requests, and limited ability to draft accurate responses quickly.
- Cegid wanted better visibility into customer interactions to improve service quality and identify issues earlier.
- Cegid implemented Google Cloud Customer Engagement Suite with Google AI, including a Virtual Agent in the client portal to answer questions and create tickets when needed.
- The support team uses Agent Assist inside advisor tools to surface relevant information, suggest responses, and help draft reports.
- The company is also deploying Insights to analyze call times, customer sentiment, and other interaction data for continuous improvement.
- Cegid built the solution as a modular conversational infrastructure rather than adopting a monolithic chatbot product, allowing gradual evolution and integration with existing ticketing and CRM systems.
- The solution was launched a few months before publication and was averaging about 225 conversations per day.
- Cegid reported more than 34,605 conversations since launch.
- The implementation achieved 93% response reliability and only 17% escalation to a ticket.
- Support ticket volume fell by 17% overall and by up to 40% in areas where the virtual agent was deployed.
- Advisors were able to focus on complex, high-value issues instead of repetitive questions.
Architecture
The architecture uses Google Cloud Customer Engagement Suite with Google AI. A Virtual Agent serves customers in the client portal, Agent Assist is embedded in advisor workflows to retrieve information and draft responses, and Insights analyzes interaction data such as call times and sentiment. The solution integrates with existing ticketing and CRM systems and is designed as a modular conversational infrastructure.
Sources & evidence1
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