{"id":549004,"date":"2025-02-21T11:37:46","date_gmt":"2025-02-21T10:37:46","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/devoteam-and-google-cloud-are-supporting-cegid-in-implementing-a-chatbot-with-conversational-ai\/"},"modified":"2025-02-21T11:37:46","modified_gmt":"2025-02-21T10:37:46","slug":"devoteam-and-google-cloud-are-supporting-cegid-in-implementing-a-chatbot-with-conversational-ai","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/lu\/success-story\/devoteam-and-google-cloud-are-supporting-cegid-in-implementing-a-chatbot-with-conversational-ai\/","title":{"rendered":"Devoteam and Google Cloud are supporting Cegid in implementing a chatbot with conversational AI."},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" id=\"h-executive-summary\"><strong>Executive summary\u00a0<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.cegid.com\/fr\/\">Cegid<\/a>, 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.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Cegid is implementing a Chatbot with conversational AI powered by Devoteam and Google Cloud.\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/Q3fuGLIPeD8?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-about-the-customer\"><strong>About the customer<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><br>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 \u201cForward AI\u201d strategic plan, positioning AI as the core of its growth strategy.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-challenge\"><strong>The Challenge<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">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 \u201cMake\u201d approach in order to retain control of a solution that requires ongoing learning.<\/p>\n\n\n\n<div class=\"wp-block-group is-style-column-box-shadow has-gray-light-background-color has-background has-global-padding is-layout-constrained wp-container-core-group-is-layout-a9070b44 wp-block-group-is-layout-constrained\" style=\"border-radius:5px;padding-top:var(--wp--preset--spacing--large);padding-right:var(--wp--preset--spacing--large);padding-bottom:var(--wp--preset--spacing--large);padding-left:var(--wp--preset--spacing--large)\">\n<figure class=\"wp-block-image size-large is-resized wp-duotone-red-devoteam\"><img loading=\"lazy\" decoding=\"async\" width=\"24\" height=\"24\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/09\/citation-a-droite.svg\" alt=\"Quote\" class=\"wp-image-208\" style=\"width:28px;height:auto\"\/><\/figure>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\"><em>Devoteam is a partner expert in Google technologies able to support us in both our business challenges and our GenAI challenges<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-text-color has-gray-color has-alpha-channel-opacity has-gray-background-color has-background is-style-separator-dotted is-style-default\" style=\"margin-top:var(--wp--preset--spacing--medium);margin-bottom:var(--wp--preset--spacing--medium)\"\/>\n\n\n\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-fe6f0742 wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-full is-resized is-style-rounded-full is-style-rounded\"><img loading=\"lazy\" decoding=\"async\" width=\"298\" height=\"317\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/02\/Olivier-Arnoux-Cegid.png\" alt=\"\" class=\"wp-image-531289\" style=\"width:60px;height:60px\" srcset=\"https:\/\/devoteam.info\/wp-content\/uploads\/2025\/02\/Olivier-Arnoux-Cegid.png 298w, https:\/\/devoteam.info\/wp-content\/uploads\/2025\/02\/Olivier-Arnoux-Cegid-282x300.png 282w\" sizes=\"auto, (max-width: 298px) 100vw, 298px\" \/><\/figure>\n\n\n\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-0f66ae2b wp-block-group-is-layout-flex\">\n<p class=\"wp-block-paragraph\" style=\"font-style:normal;font-weight:500\">Olivier Arnoux <br>Chief Experience Officer<br><\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-solution\"><strong>The Solution<\/strong><br><\/h2>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-why-devoteam-and-google-cloud-solutions\"><strong>Why Devoteam and Google Cloud solutions?<\/strong><\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">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&#8217;s Dialogflow solution was selected for its advanced AI capabilities and ease of use. Key benefits of Google Cloud include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>A mature ecosystem enriched by Generative AI:<\/strong> Google offers proven solutions such as Dialogflow, Agent Assist and Insights, leveraging language models.<\/li>\n\n\n\n<li><strong>Focus on business value:<\/strong> Managed services reduce technical constraints and accelerate implementation.<\/li>\n\n\n\n<li><strong>Reliable and ethical AI:<\/strong> Google&#8217;s commitment to responsible AI ensures transparency, security and compliance.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-result\"><strong>The Result<\/strong><br><\/h2>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-the-result-amp-the-conclusion\">The result &amp; the conclusion<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">The collaboration between Cegid, Devoteam and Google Cloud has enabled the implementation of two concrete use cases:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Use case 1: Customer on customer portal<\/li>\n\n\n\n<li>Use case 2: Agent on ServiceNow<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">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.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-cover alignfull has-parallax\" style=\"margin-top:0;margin-bottom:0;padding-top:var(--wp--preset--spacing--xxx-large);padding-right:var(--wp--preset--spacing--large);padding-bottom:var(--wp--preset--spacing--xxx-large);padding-left:var(--wp--preset--spacing--large)\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-main-background-color has-background-dim-70 has-background-dim\"><\/span><div class=\"wp-block-cover__image-background wp-image-7229 has-parallax\" style=\"background-position:50% 50%;background-image:url(https:\/\/devoteam.info\/wp-content\/uploads\/2024\/05\/Surfer-001-copy.jpg)\"><\/div><div class=\"wp-block-cover__inner-container has-global-padding is-layout-constrained wp-container-core-cover-is-layout-ea3f966a wp-block-cover-is-layout-constrained\">\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-d064aeaa wp-block-columns-is-layout-flex\" style=\"border-style:none;border-width:0px\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:30%\">\n<h2 class=\"wp-block-heading\" id=\"h-your-success-starts-here\"><strong>Your Success Starts Here<\/strong><\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"border-left-color:var(--wp--preset--color--base);border-left-style:solid;border-left-width:2px;padding-right:var(--wp--preset--spacing--small);padding-left:var(--wp--preset--spacing--x-large);flex-basis:70%\">\n<div class=\"wp-block-group is-style-default has-global-padding is-layout-constrained wp-container-core-group-is-layout-9819b1f7 wp-block-group-is-layout-constrained\" style=\"padding-right:var(--wp--preset--spacing--x-small)\">\n<p class=\"has-medium-font-size wp-block-paragraph\">Partner with Devoteam to leverage award-winning tech expertise, agile execution, and a culture of continuous learning.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-fill\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/devoteam.info\/lu\/get-in-touch\/\">Get in touch<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Executive summary\u00a0 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 [&hellip;]<\/p>\n","protected":false},"featured_media":147967,"template":"","categories":[905,907],"tags":[4689,4076,2877],"industry":[],"class_list":["post-549004","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","category-ai","category-google-cloud","tag-customer-service-lu","tag-digital-transformation-lu","tag-generative-ai-lu"],"acf":[],"cards":"\n\t<div class=\"single-post-card\">\n\n\t\t<figure class=\"wp-block-post-featured-image\"><a href=\"https:\/\/devoteam.info\/lu\/success-story\/devoteam-and-google-cloud-are-supporting-cegid-in-implementing-a-chatbot-with-conversational-ai\/\" target=\"_self\" ><img width=\"1920\" height=\"1280\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/11\/GettyImages-2080972792.jpg\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"Devoteam and Google Cloud are supporting Cegid in implementing a chatbot with conversational AI.\" style=\"aspect-ratio:4\/3;width:100%;object-fit:cover;\" decoding=\"async\" loading=\"lazy\" srcset=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/11\/GettyImages-2080972792.jpg 1920w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/11\/GettyImages-2080972792-300x200.jpg 300w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/11\/GettyImages-2080972792-1024x683.jpg 1024w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/11\/GettyImages-2080972792-768x512.jpg 768w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/11\/GettyImages-2080972792-1536x1024.jpg 1536w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/a><\/figure>\n\n\t\t\n\t\t<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-43282307 wp-block-group-is-layout-flex\">\n\t<p style=\"font-style:normal;font-weight:700\" class=\"has-link-color wp-elements-1 wp-block-lp-post-type has-text-color has-primary-color has-small-font-size\">Success story<\/p>\n\n\t\t\n\t\t<h3 style=\"font-style:normal;font-weight:400\" class=\"wp-block-post-title has-base-font-size\"><a href=\"https:\/\/devoteam.info\/lu\/success-story\/devoteam-and-google-cloud-are-supporting-cegid-in-implementing-a-chatbot-with-conversational-ai\/\" target=\"_self\" >Devoteam and Google Cloud are supporting Cegid in implementing a chatbot with conversational AI.<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Devoteam and Google Cloud are supporting Cegid in implementing a chatbot with conversational AI. | Devoteam<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/devoteam.info\/lu\/success-story\/devoteam-and-google-cloud-are-supporting-cegid-in-implementing-a-chatbot-with-conversational-ai\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Devoteam and Google Cloud are supporting Cegid in implementing a chatbot with conversational AI.\" \/>\n<meta property=\"og:description\" content=\"Executive summary\u00a0 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. 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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&hellip;","_links":{"self":[{"href":"https:\/\/devoteam.info\/lu\/wp-json\/wp\/v2\/success-story\/549004","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/devoteam.info\/lu\/wp-json\/wp\/v2\/success-story"}],"about":[{"href":"https:\/\/devoteam.info\/lu\/wp-json\/wp\/v2\/types\/success-story"}],"version-history":[{"count":0,"href":"https:\/\/devoteam.info\/lu\/wp-json\/wp\/v2\/success-story\/549004\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/devoteam.info\/lu\/wp-json\/wp\/v2\/media\/147967"}],"wp:attachment":[{"href":"https:\/\/devoteam.info\/lu\/wp-json\/wp\/v2\/media?parent=549004"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/devoteam.info\/lu\/wp-json\/wp\/v2\/categories?post=549004"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/devoteam.info\/lu\/wp-json\/wp\/v2\/tags?post=549004"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/devoteam.info\/lu\/wp-json\/wp\/v2\/industry?post=549004"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}