Amelia Helps CGI Reduce Client Outages by 30 Percent

2 minute read

Amelia was hired to fill the role of Virtual Engineer for CGI clients, specifically handling incident resolution and ticket management.

  • Challenge

    CGI wanted to improve its automation and monitoring capabilities, develop proactive processes and focus on internal KPIs while providing ongoing customer value.

  • Solution

    The provider hired Amelia to fill the role of Virtual Engineer, responsible for remedying service tickets; locating, creating, changing and updating IT information, and end-to-end Level 0 and Level 1 incident resolution.

  • Results

    CGI has deployed more than 12,000 automation workflows using Amelia’s solution, with a 30% reduction in client outages with proactive monitoring.

CGI is a Montreal-based provider of IT and business consulting services to clients in 10 industries across more than 400 locations worldwide. It wanted to improve its automation and monitoring capabilities, develop proactive processes and focus on internal KPIs to help its more than 76,000 consultants and professionals provide value to clients.

Amelia was hired to fill the role of Virtual Engineer for CGI clients, specifically handling incident resolution and ticket management. In this role, Amelia was responsible for remedying service tickets; locating, creating, changing and updating IT information, and end-to-end Level 0 and Level 1 incident resolution.

Amelia Helps CGI Improve Automation Processes

CGI has been using a custom automation that allows the solution to function as a cognitive predictive analytics engine, which enables better resource utilization and improved cost-effectiveness.

“Using data that we've been collecting with Amelia over the last four years, one of our very brilliant engineers developed an algorithm that can help us predict storage usage for our customers,” said Andrew Belzile, Program Manager at CGI. “You can see spikes of servers go up maybe once or twice a year at 20%, then go straight back down. So instead of having our customers pay for storage at maximum capacity all year long, we can offer more flexible rates to them.”

In essence, the engineer customized the system to predict, on its own, how much storage CGI needs across its entire roster of customers, as well as its own internal data center, and CGI passed those savings and efficiencies onto its customers.

Amelia Delivers Business Value

CGI has deployed more than 12,000 automation workflows using Amelia’s solution. More than 30 different information systems are now proactively monitored. Thanks in large part to proactive monitoring, CGI has witnessed a 30% reduction in client outages.

When dealing directly with end users to resolve IT issues, Amelia’s intent recognition and resolution rates have reached 85%. She’s able to resolve 67% of incidents without any human involvement.

  • 12000

    automations

    With Amelia, CGI has deployed 12,000 automation workflows with Amelia monitoring more than 30 technologies and systems.

  • 30

    technologies

    Amelia monitors more than 30 technologies and systems for CGI.

  • 85
    %

    Amelia's intent and resolutions rates have reached 85%.

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