Normalized claim
Quantified impact: 93%
The implementation achieved 93% response reliability and only 17% escalation to a ticket.
Cegid transforms customer support with generative conversational agents on Google Cloud
Use case typeCustomer service automationUpdated Jun 13, 2026
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
Impact: Up to 17%
Other quantified impact
Impact: Up to 40%
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Quantified impact: 17%
The implementation achieved 93% response reliability and only 17% escalation to a ticket.
Normalized claim
Quantified impact: 17%
Support ticket volume fell by 17% overall and by up to 40% in areas where the virtual agent was deployed.
Normalized claim
Quantified impact: 40%
Support ticket volume fell by 17% overall and by up to 40% in areas where the virtual agent was deployed.
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Cegid
- Provider
- GCP
- Maturity
- Production
- Linked source
- Google Cloud Customer Stories
Support ticket volume fell by 17% overall and by up to 40% in areas where the virtual agent was deployed
Customer identity supportedSource describes one deploymentMaturity supported
Primary read
Use case focus
Showing 3 of 4
- 1Customer Service Automation
- 2Conversational AI
- 3Agent Assist
- 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.
- Support ticket volume fell by 17% overall and by up to 40% in areas where the virtual agent was deployed.
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
Evidence: Medium65/100Evidence strength
- Customer explicitly identified
- Deployment status explicitly supported
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: May 11, 2026Publisher: Google Cloud Customer StoriesEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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