Comm100
51 Case Studies
Case Study: Global Affairs Canada achieves faster, more accessible support and improved customer satisfaction with Comm100 Omnichannel
A Comm100 Case Study
Global Affairs Canada Transforms Customer Satisfaction with Commm100 Omnichannel Communication
Global Affairs Canada, the federal department responsible for Canada’s diplomatic, consular and international activities, faced slow and inaccessible support in 2021 because it relied only on email and phone. To expand channels and improve user experience, Global Affairs Canada partnered with Comm100 and adopted the Comm100 Omnichannel platform—Deploying Comm100 Live Chat, AI Chatbot and WhatsApp.
Comm100 implemented two AI chatbots (English and French), live chat and WhatsApp within a unified agent console; the bots now handle 78% of chats, live chat average wait time is 57 seconds, and the bot filters roughly 75% of requests that belong to other government departments to the correct resources. As a result, Comm100 increased GAC’s 24/7 support capacity, reduced agent workload, improved productivity and sped up response times, boosting overall stakeholder satisfaction.
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