Executive summary
Cegid, a European leader in SaaS software, has undertaken a major transformation of its customer service by integrating Generative Artificial Intelligence. Supported by Devoteam and relying on Google Cloud solutions, Cegid has implemented an innovative conversational chatbot to improve the customer experience and optimise its application support.
About the customer
Cegid is a leading French SaaS software company, present in six key markets: accounting management, payroll management, talent management, retail, finance solutions (ERP, cash flow management, etc.), and management solutions for very small businesses. With 750,000 customers and annual revenues of one billion euros (60% of which is generated in France), Cegid employs 4,500 people, including 350 application support specialists. In 2023, Cegid launched its “Forward AI” strategic plan, positioning AI as the core of its growth strategy.
The Challenge
With nearly 90 solutions and around 500,000 support tickets per year, Cegid wanted to improve its customer service by offering a positive experience that was available 24/7, simple and useful. The aim was to efficiently process requests for information and use of solutions, which represent nearly 40% of the volume of calls. Cegid opted for a “Make” approach in order to retain control of a solution that requires ongoing learning.
Devoteam is a partner expert in Google technologies able to support us in both our business challenges and our GenAI challenges
Olivier Arnoux
Chief Experience Officer
The Solution
Why Devoteam and Google Cloud solutions?
Cegid selected Devoteam for its expertise in Google Cloud technologies and its ability to support the company in its business and Generative AI challenges. Google Cloud’s Dialogflow solution was selected for its advanced AI capabilities and ease of use. Key benefits of Google Cloud include:
- A mature ecosystem enriched by Generative AI: Google offers proven solutions such as Dialogflow, Agent Assist and Insights, leveraging language models.
- Focus on business value: Managed services reduce technical constraints and accelerate implementation.
- Reliable and ethical AI: Google’s commitment to responsible AI ensures transparency, security and compliance.
The Result
The result & the conclusion
The collaboration between Cegid, Devoteam and Google Cloud has enabled the implementation of two concrete use cases:
- Use case 1: Customer on customer portal
- Use case 2: Agent on ServiceNow
The project was successfully delivered in a record time of 6 months, from idea to production, thanks to expert teams and a partnership with Google Cloud. The results include improved customer satisfaction, extension of AI use to other channels and solutions, and a pioneering position for Cegid in the adoption of AI in its sector.
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