Key results
Response Reliability
93%
Response Accuracy
>70%
vs 39% accuracy
Ticket Reduction (Targeted)
40%
Result highlights
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The story
A European leader in cloud management solutions handles nearly one million annual interactions from 750,000 customers across finance, HR, and retail sectors.
Analysis revealed that 65% of support requests involved simple administrative or usage questions rather than complex technical issues. This high...
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Quotes
“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. 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.”
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The company
Cegid
cegid.comCloud business management software for retail, finance, and human resources.
IndustrySoftware & Platforms
LocationLyon, France
Employees1K-5K
Founded1983
Scope & timeline
- 2-week release cycle for AI updates
- 34,600+ conversations handled since launch