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Unleashing the value of customer service

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The transformative impact of Gen AI and agentic AI

The importance of customer service cannot be overstated. It is one of the most powerful capabilities available to organizations to help them drive purchases, encourage loyalty, and shape brand perception by connecting directly with customer sentiment. Its success is measured in part by how well it fulfills consumer expectations – and those expectations are changing. How can organizations better meet the needs of customers, while also empowering dissatisfied customer service agents, and delivering top- and bottom-line benefits?

Unleashing the value of customer service, a new report from the Capgemini Research Institute, provides organizations with a road map toward revolutionizing customer service by embracing the powerful capabilities of generative and agentic AI. The report provides crucial insights on the current and future trends in customer service, based on findings from a global, cross-sector survey of around 9,500 consumers and 500 agents and supervisors, as well as 1,000 executives.

Download the report to learn about the key issues and opportunities that can drive transformation in customer service, including:

  • Elevating customer service from a support function to a strategic value driver: With 65% of executives saying their organizations face low operational efficiencies in the customer service function, and only 16% of surveyed agents reporting overall satisfaction with their roles, there is a clear need to transform the customer service function, and recognize its strategic role in driving brand perception, loyalty, retention – and revenue.
  • Gen AI and agentic AI are a game changer for transformation: 70% of customer service agents report a reduction in overall workload through using the technology, while 24% of organizations report reduced operating costs, and 31% report faster response times. These benefits are expected to grow as organizations recognize the burgeoning strategic importance of customer service, and the role that Gen AI and agentic AI can play in improving customer satisfaction, agent experience, and operational efficiency.

As Gen AI advances from copilots to reasoning AI agents, it unlocks unprecedented opportunities to elevate customer service, by autonomously handling routine tasks, and enabling human agents to transition from support roles to specialized positions focused on enhancing customer experiences. However, it is important to note that this is not merely a technological revolution; it is an organizational shift that demands a complete redesign of customer service from the ground up.

To learn more about the current and upcoming trends in customer service, including evolving customer expectations, and the role of AI in unlocking the commercial potential of customer services, download the Unleashing the value of customer service report today.

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Client stories

    Eneco eMobility supercharges its customer care with generative AI

    Working with Capgemini, the charging services provider boosted agent productivity and enhanced the client service experience by introducing Microsoft Digital Contact Center and its Copilot in Dynamics 365 for Customer Service, GenAI-powered solution

    Read more

      Research and insights

      Point of view

      Envision a new era of customer service with generative AI  
      Report

      Creative and generative AI

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      Capgemini Research Institute

      Generative AI in organizations 2024

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      Meet our experts

      Arnaud Bouchard

      EVP, Global Customer Experience Offer Leader and Head of Strategic Deals & Business Development
      With 22 years of consulting experience, Arnaud has been a transformative force since joining Invent in 2010. He contributed to the launch of the Customer Engagement practice in France, which evolved into frog, led DCX France, and managed the Automotive French Market Unit, before joining the global DCX team. Today, he accelerates business and technology transformation in Customer Experience globally, fostering AI innovation in marketing, sales, service, and commerce to help organizations deliver seamless, future-ready customer experiences for sustainable value.
      Alex Smith-Bingham

      Alex Smith-Bingham

      EVP, Global Application Business Line Leader, Digital Customer Experience
      With over 30 years of expertise in business and technology transformation, Alex has been instrumental in helping global brands reinvent their businesses and transform their customer experiences across numerous industries. Today, he leads a talented team of over 12,000 CX architects, consultants, and platform experts worldwide, harnessing advanced capabilities and technologies like AI to craft and deliver hyper-personalized experiences that drive growth, customer satisfaction, innovation, agility, and profitability for our clients.
      Darshan Shankavaram

      Darshan Shankavaram

      Executive Vice President, Digital Customer Experience Global Practice Leader
      Darshan is globally accountable for directing and building the Capgemini Group’s capabilities, delivery, service and portfolio for its 25,000 strong Digital Customer Experience (DCX) Practice. He has over 30 years of industry experience, including 15 years in Digital and Mobile. With his vast knowledge of business consulting, domain, and technical implementations, he has successfully led many large CX transformation programs.

      Naresh Khanduri

      Global Generative AI for CX Lead, Capgemini
      Naresh with over 6 years at Capgemini, currently serves Executive Vice President – Global Head Generative AI for CX. He drives the design and execution of key strategies that differentiate Capgemini in the marketplace. His expertise in Data and Generative AI enhances customer experience across Marketing, Sales, Service, and Commerce, shaping the future of CX through innovative AI applications.

      Robert Brillhart

      Global Head of Intelligent Customer Operations

      Sergey Patsko

      Data & AI for Intelligent Industry leader ​
      I partner with my clients to drive Digital Transformation through Data & Artificial Intelligence: facilitate digital strategy sessions, design thinking workshops, Data Science use cases scoping, and road-mapping. We collaborate to establish enterprise-wide AI Centers of Exellence, AI Trust framework, ways to built and deploy Machine Learning applications in production, at scale. I also run Business of AI training for CxOs.