{"id":888422,"date":"2026-06-17T05:41:42","date_gmt":"2026-06-17T05:41:42","guid":{"rendered":"https:\/\/www.capgemini.com\/be-en\/?p=888422&#038;preview=true&#038;preview_id=888422"},"modified":"2026-06-18T05:42:26","modified_gmt":"2026-06-18T05:42:26","slug":"agentic-ai-reimagines-customer-support-not-by-creating-more-intelligence-but-by-connecting-insights-to-real-action","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/be-en\/insights\/expert-perspectives\/agentic-ai-reimagines-customer-support-not-by-creating-more-intelligence-but-by-connecting-insights-to-real-action\/","title":{"rendered":"Agentic AI reimagines customer support not by creating more intelligence, but by connecting insights to real action"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Agentic AI reimagines customer support not by creating more intelligence, but by connecting insights to real action<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2024\/07\/Sunita_Tiwary_Author_9b3926.png?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Sunita Tiwary<\/h5><h5 class=\"blog-date\">Jun 17, 2026<\/h5><\/div><\/div><div class=\"brand-image\"><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/support-teams-are-not-short-of-intelligence\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/insights\/expert-perspectives\/support-teams-are-not-short-of-intelligence\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-the-real-gap-is-getting-that-intelligence-to-the-people-responsible-for-action\">The real gap is getting that intelligence to the people responsible for action<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<p>The conversation about agentic AI and customer support often comes back to the same place: efficiency, faster resolution, lower cost, and better deflection. But every time I hear this, something bothers me. It is not because those outcomes don&#8217;t matter, but because they are only the surface of a much deeper structural problem that many do not see.<\/p>\n\n\n\n<p>What I now understand after years of working in this industry is that support teams are not short of intelligence. They are often the richest source of real-world signals. They often see product failures before engineering surfaces them, early warning signs of a difficult renewal weeks before account executives, and adoption failures \u2013 in which a new AI feature or workflow isn&#8217;t landing as intended \u2013 in customers&#8217; feedback.<\/p>\n\n\n\n<p>The intelligence is there and always has been.<\/p>\n\n\n\n<p>\u201cAs per the latest Capgemini Research Institute (CRI) <strong><a href=\"https:\/\/www.capgemini.com\/be-en\/insights\/research-library\/customer-service-transformation\/\">Customer Service Transformation report<\/a>,<\/strong> customer service remains one of the most underleveraged intelligence engines in the enterprise: while it generates rich, real-time customer insights, only around half of organizations systematically integrate these signals into decision-making\u2014despite clear evidence that doing so drives outcomes such as 67% improvement in product development and 63% higher customer retention. At the same time, the rapid scale-up of Gen AI marks a critical inflection point, with 86% of organizations already exploring or deploying it, yet fewer than half feel prepared to deliver AI-powered customer service at scale. This underscores a fundamental gap: without structurally connecting customer service intelligence into enterprise workflows, organizations risk limiting AI to incremental efficiency gains rather than unlocking its full potential as a strategic driver of growth, experience, and competitive advantage.\u201d<\/p>\n\n\n\n<p>Which makes the problem even more striking: it is not about generating intelligence, but about ensuring it reaches the people who can act on it.<\/p>\n\n\n\n<p>What&#8217;s missing is a way to reach the people who need it, and for that message to prompt action.<\/p>\n\n\n\n<p>Think about how that intelligence moves today: a support case is resolved, the customer hangs up, the agent moves to the next ticket. The insight \u2013 the specific reason the feature didn&#8217;t work or the fact this customer has now called four times about the same thing \u2013 is ignored in a summary field, in a case system, in a function that has no structural mechanism to translate it into anything actionable.<\/p>\n\n\n\n<p>But the bigger problem is what happens to it on the rare occasion that it does move. It gets compressed, aggregated, and averaged. By the time it travels through a quarterly business review, an escalation path, and an NPS summary, the specificity is gone. The timeliness is gone. The thing that made it actionable in the first place \u2013 that it was happening to this customer, about this product \u2013 is gone. What arrives on a product manager&#8217;s desk three months later is, at best, a directional signal, a general trend. The product issue has already caused damage.<\/p>\n\n\n\n<p><strong>That gap between when intelligence is generated and when it reaches someone who can act is not a technology failure. It is a structural one. Nobody designed the path.<\/strong><\/p>\n\n\n\n<p>The PM who could fix the issue that generated 200 support cases this quarter has probably never seen those cases, because there was no structural mechanism to translate a support pattern into a PM backlog item with enough context and urgency.<\/p>\n\n\n\n<p>The account executive managing a critical renewal has probably not seen the eight escalations from that customer in the last 30 days, because support and sales data live in different systems, with different rhythms and organizations, and no one is accountable for the connection.<\/p>\n\n\n\n<p>The customer service manager who could have intervened three weeks earlier, before the customer&#8217;s frustration became a real problem, didn&#8217;t have the signal \u2013 because no one designed the path for that signal to travel.<\/p>\n\n\n\n<p>Support doesn&#8217;t have an intelligence problem. It has a reach and connection problem.<\/p>\n\n\n\n<p>If you think it&#8217;s an intelligence problem, you invest in better summaries, smarter classification, faster resolution \u2014 and you get better-organized intelligence that still goes nowhere. Fundamentally unchanged is what it can do for the business.<\/p>\n\n\n\n<p>But approached as a reach and connection problem, the question becomes how do you build the path from intelligence to action? How do you ensure that what a support team knows on a Tuesday morning reaches the PM, the AE, the CSM who needs it \u2014 in a form they can actually use?<\/p>\n\n\n\n<p>AI can deliver value here. Faster triage, better knowledge retrieval, and lower cost per case are not trivial gains. But efficiency-first tooling solves the problem within the case. It does not solve the problem beyond the case. And the problem beyond the case \u2013 the structural disconnect between the intelligence support generated and the decisions the rest of the organization needs to make \u2013 is where the much larger opportunity lies.<\/p>\n\n\n\n<p>Think about what changes when you solve it the other way around.<\/p>\n\n\n\n<p>The PM wakes up on a Wednesday morning with a prioritized view of the product issues generating the most case volume \u2014 not a quarterly report, not an NPS number, but a live feed of what customers are actually hitting, in their own language, with enough context to make it immediately actionable. That same morning, an AE gets an alert that a customer&#8217;s escalation pattern over the last three weeks suggests a renewal conversation will be hard. And a CSM, rather than discovering that a customer has been frustrated for a month when the renewal meeting goes badly, gets a heads-up three weeks before that conversation, with enough context to intervene before the relationship is lost.<\/p>\n\n\n\n<p>That is not a hypothetical. The intelligence to make all of that happen exists in the support system today. The question is whether it has a path to travel.<\/p>\n\n\n\n<p>I want to be clear that this is not a technology question, because the conversation tends to go there quickly and stay there. The infrastructure to build this exists today. Agentic AI enables continuous synthesis of support signals and routing them to the right person in near real time. The capability is mature enough to move from proof of concept to production in a matter of weeks.<\/p>\n\n\n\n<p>The hard part is structural. And I mean that genuinely, not as a polite way of avoiding the technology conversation. Building this requires support, product, and sales to share data and take accountability in ways most large organizations are not currently set up to do. It requires someone at the executive level to own the outcome across all three functions \u2013 not just support alone \u2013 and to change what success looks like for the support organization, from tickets closed to intelligence delivered, from cost per case to reach and connection.<\/p>\n\n\n\n<p><strong>The decision-maker is not the technology team. It is the person who owns the outcomes across all three functions and has the authority to redefine what success looks like.<\/strong><\/p>\n\n\n\n<p>Some will say complexity of data governance makes this prohibitive, that you need to solve the intelligence layer first, and that the integration effort is too high before the business case is clearer. I understand those positions. I do not believe in them.<\/p>\n\n\n\n<p>The data governance question is real \u2014 it deserves serious treatment. Sharing customer case data across support, product, and sales functions involves genuine privacy and compliance considerations. In some organizations, the legal and data architecture work is the longest part of the build. I am not minimizing that. But complexity is not the same as intractability. The organizations that are building this are not ignoring governance \u2013 they are treating it as a solvable design problem, not a reason to wait. The answer is not to put governance ahead of the concept. It is to design the concept based on governance requirements.<\/p>\n\n\n\n<p>What I find genuinely compelling is the logic of compounding. Once the path from support intelligence to organizational action is built and running, every case processed makes the organization smarter. The product improves based on real-world signals. The revenue team gets ahead of risk. The customer success motion becomes proactive rather than reactive. And that institutional intelligence \u2013 the continuously improving, real-time understanding of customers \u2013 is genuinely hard to replicate quickly, because it takes time to build and let it run. The technology can be licensed. The intelligence that accumulates over time cannot.<\/p>\n\n\n\n<p>Hence, the question is not how much faster you can close a ticket. The questions are: after the ticket closes, where does the knowledge go? Who receives it? In what form? And what do they do with it?<\/p>\n\n\n\n<p><em>The answers to those questions are the actual opportunity. And most organizations haven&#8217;t asked them yet.<\/em><\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/discover.capgemini.com\/microsoft-insights\/\" target=\"_blank\" rel=\"noreferrer noopener\">Explore how tech enterprises are reshaping the future<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\" section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Authors<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2024\/07\/Sunita_Tiwary_Author_9b3926.png\" alt=\"Sunita Tiwary\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/sunita-tiwary-9bb09620\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Sunita Tiwary<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Senior Director\u2013 Global Tech &amp; Digital<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/sunita-tiwary-9bb09620\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Sunita Tiwary is the GenAI Priority leader at Capgemini for Tech &#038; Digital Industry. A thought leader who comes with a strategic perspective to Gen AI and Industry knowledge. She comes with close to 20 years of diverse experience across strategic partnership, business development, presales, and delivery. In her previous role in Microsoft, she was leading one of the strategic partnerships and co-creating solutions to accelerate market growth in the India SMB segment. She is an engineer with technical certifications across Data &#038; AI, Cloud &#038; CRM. In addition, she has a strong commitment to promoting Diversity and Inclusion and championed key initiatives during her tenure at Microsoft. <\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Agentic AI reimagines customer support not by creating more intelligence, but by connecting insights to real action<\/p>\n","protected":false},"author":699,"featured_media":888423,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"_eb_attr":"","cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":"","jetpack_post_was_ever_published":false},"categories":[1],"tags":[],"brand":[],"service":[110],"industry":[94],"partners":[],"blog-topic":[693],"content-group":[],"class_list":["post-888422","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","service-data-ai","industry-high-tech","blog-topic-gen-ai"],"yoast_head":"<!-- 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