Case Study: Global Affairs Canada Improves Citizen Support with Comm100 Omnichannel Communication

Global Affairs Canada improves citizen support with Comm100, cutting live chat wait time to 57s

Global Affairs Canada, the department managing Canada's international relations, faced a challenge in providing timely and accessible support to citizens. Their reliance on only email and phone channels resulted in slow response times, especially during critical events. To address this, they partnered with vendor Comm100 to implement an omnichannel communication solution.

By adopting Comm100's platform featuring Live Chat, AI Chatbot, and WhatsApp integration, Global Affairs Canada significantly improved its support. The solution resulted in a live chat wait time of just 57 seconds, and two AI chatbots now handle 78% of incoming chats independently. This allowed agents to focus on complex queries and provided a critical, accessible channel for crisis response during events like the Paris Olympics, greatly enhancing citizen support.

Global Affairs Canada