{"id":888544,"date":"2026-06-22T11:13:56","date_gmt":"2026-06-22T11:13:56","guid":{"rendered":"https:\/\/www.capgemini.com\/be-en\/?p=888544&#038;preview=true&#038;preview_id=888544"},"modified":"2026-06-22T11:13:59","modified_gmt":"2026-06-22T11:13:59","slug":"practical-ai-wins-contact-centers-can-implement-now","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/be-en\/insights\/expert-perspectives\/practical-ai-wins-contact-centers-can-implement-now\/","title":{"rendered":"Practical AI wins contact centers can implement now"},"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>Practical AI wins contact centers can implement now<\/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\/2026\/06\/Amanda-profile-pic.jpg?w=200&amp;quality=10\" alt=\"Amanda Pugh Go To Market | Business Services Intelligent Customer Operations\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Amanda Pugh<\/h5><h5 class=\"blog-date\">Jun 22, 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\/?p=1222094\" 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\/?p=1222094\" 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-ai-doesn-t-have-to-be-big-to-be-impactful-start-with-a-smaller-quick-win\">AI doesn\u2019t have to be BIG to be impactful. Start with a smaller quick win.<\/h2>\n\n\n\n<p>After plenty of discussion, experimentation, and hype cycles, many contact center leaders are arriving at the same realization: AI works best when it\u2019s applied with precision. Not every implementation needs to be a multi year transformation, and not every use case requires a reinvention of the operation.<\/p>\n\n\n\n<p>In fact, we\u2019re seeing returns today from small, targeted AI deployments \u2013 the kind that solve specific problems, free up capacity quickly, and build confidence across the organization.<\/p>\n\n\n\n<p>This approach isn\u2019t about caution. It\u2019s about focus. And it\u2019s a natural extension of a core truth we shared previously: AI accelerates what an operation is already prepared to pursue and support.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-start-where-the-work-is-predictable\">Start where the work is predictable<\/h3>\n\n\n\n<p>In the contact center, not all interactions are created equal. Some require empathy, interpretation, and careful judgment. Others are routine, repeatable, and well understood. The fastest AI wins typically come from that second category.<\/p>\n\n\n\n<p>In one recent environment, we focused deliberately on two familiar friction points:<\/p>\n\n\n\n<p style=\"margin-top:0;margin-right:var(--wp--preset--spacing--40);margin-bottom:0;margin-left:var(--wp--preset--spacing--40)\"><strong>1. <\/strong>High volume informational inquiries, where customers needed answers \u2013 not conversations and<\/p>\n\n\n\n<p style=\"margin-top:0;margin-right:var(--wp--preset--spacing--40);margin-bottom:0;margin-left:var(--wp--preset--spacing--40)\"><strong>2.<\/strong> Live-agent productivity drag, where time was lost to searching, navigation, and manual documentation.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Rather than redesigning the entire operating model, we introduced targeted AI capabilities that fit cleanly into existing workflows.<\/p>\n\n\n\n<p>The results were immediate:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Call containment increased<\/li>\n\n\n\n<li>Average handle time decreased<\/li>\n\n\n\n<li>Capacity was created without adding headcount, and<\/li>\n\n\n\n<li>Customer experience improved rather than declined<\/li>\n<\/ul>\n\n\n\n<p>The AI-powered use case didn\u2019t replace the operation. It removed noise around it.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-two-proven-use-cases-that-deliver-quickly\">Two proven use cases that deliver quickly<\/h3>\n\n\n\n<p>The first implementations focused on areas where success could be measured quickly and risk was low:<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-virtual-agent-self-service\">Virtual agent self service<\/h4>\n\n\n\n<p>AI driven conversational self service handled common informational questions, enabling customers to resolve issues without waiting in queue. Because the intents and content were already well understood, adoption was strong from the start. Self-service call completion increased, so spill-over volume to live agents decreased; therefore, live agents gained breathing room on interactions requiring their attention, and CX improved.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-live-agent-assist\">Live agent assist<\/h4>\n\n\n\n<p>In parallel, real time assistance was introduced at the live agent desktop. Relevant knowledge and guidance surfaced during the interaction itself, reducing manual search time and increasing consistency. Live agents could focus more on the customer rather than the knowledge base; they didn\u2019t need to change what they did \u2013 just how efficiently they did it.<\/p>\n\n\n\n<p>Both use cases shared the following characteristics:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Defined, narrow scope<\/li>\n\n\n\n<li>Clear success metrics<\/li>\n\n\n\n<li>Minimal operational disruption<\/li>\n\n\n\n<li>Immediate, visible value<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-sequencing-matters-more-than-scale\">Sequencing matters more than scale<\/h3>\n\n\n\n<p>With these initial wins in place, the organization was more inclined and positioned to explore additional AI capabilities already in the pipeline \u2013 automated quality assurance, intent mining, sentiment analysis, and deeper operational insights.<\/p>\n\n\n\n<p>Starting small made it easier to scale strategically.<\/p>\n\n\n\n<p>By starting with targeted use cases, the operation avoided a common pitfall: introducing intelligence and automation before clarity existed. Live agents trusted the tools, leaders trusted the results, and each success made the next step easier to justify.<\/p>\n\n\n\n<p>This is how AI momentum is built \u2013 not through sweeping declarations, but through well chosen wins that compound over time.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-the-takeaway-targeted-beats-transformational-at-first\">The takeaway: \u201ctargeted\u201d beats \u201ctransformational\u201d\u2026at first<\/h3>\n\n\n\n<p>For contact center leaders feeling pressure to \u201cdo something\u201d with AI, the path forward doesn\u2019t have to be overwhelming.<\/p>\n\n\n\n<p>Start by asking:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Where is the work already repeatable?<\/li>\n\n\n\n<li>Where are live agents losing time unnecessarily or performing repetitive, mundane tasks?<\/li>\n\n\n\n<li>Which interactions don\u2019t require human judgment every time?<\/li>\n<\/ul>\n\n\n\n<p><strong>The takeaway? <\/strong><br><strong>Early AI wins result from eliminating manual work that never required judgment, not replacing the judgment that\u2019s still needed.<\/strong><\/p>\n\n\n\n<p>When AI is applied with this discipline, even small implementations can create real momentum. And once that confidence is established, scaling becomes a strategic decision \u2013 not a leap of faith.<\/p>\n\n\n\n<p>At Capgemini Intelligent Customer Operations, we help organizations identify and implement those early wins \u2013 so AI becomes a practical lever for progress, not just a future ambition.<\/p>\n\n\n\n<p>Where could a focused AI-assisted use case free up capacity, increase productivity, and improve CX in your contact center\u2026as soon as next quarter?<\/p>\n\n\n\n<p><em>To learn how Capgemini\u2019s Intelligent Customer Interactions solution delivers a next-generation digital contact center service to drive a more meaningful, emotive, and frictionless relationship with your customers, contact: <a href=\"mailto:amanda.pugh@capgemini.com\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">amanda.pugh@capgemini.com<\/a><\/em><\/p>\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\">Meet our experts<\/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\/2026\/06\/Amanda-profile-pic.jpg\" alt=\"Amanda Pugh Go To Market | Business Services Intelligent Customer Operations\"\/>\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<\/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\">Amanda Pugh<\/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>Go To Market | Business Services | Intelligent Customer Operations<\/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<\/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\">Amanda is a go-to-market and transformation leader focusing on transforming enterprise customer operations. She brings hands-on experience in account leadership, service delivery, and customer experience journey mapping, complemented by certification in high-performance standards. Amanda partners with global organizations to redesign complex contact center ecosystems into AI-enabled, outcome-focused models that improve experience and operational efficiency.<\/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>For contact center leaders feeling pressure to \u201cdo something\u201d with AI, the path forward doesn\u2019t have to be overwhelming. Early AI wins result from eliminating manual work that never required judgment, not replacing the judgment that\u2019s still needed.<\/p>\n","protected":false},"author":499,"featured_media":888545,"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":[347],"industry":[],"partners":[],"blog-topic":[330],"content-group":[],"class_list":["post-888544","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","service-intelligent-business-operations","blog-topic-business-ops"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Practical AI wins contact centers can implement now - Capgemini Belgium<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/be-en\/insights\/expert-perspectives\/practical-ai-wins-contact-centers-can-implement-now\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Practical AI wins contact centers can implement now - Capgemini Belgium\" \/>\n<meta property=\"og:description\" content=\"For contact center leaders feeling pressure to \u201cdo something\u201d with AI, the path forward doesn\u2019t have to be overwhelming. 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