Transforming customer service with agentic AI

Today’s customers and employees expect more. They are looking for seamless, personalised and efficient experiences across every channel. Today’s traditional contact centres struggle with fragmented systems, slow innovation and high agent turnover. The result? Missed opportunities, rising costs and eroded trust.

Discover how Capgemini and Salesforce are redefining customer service for the agentic enterprise. This paper explores the shift from traditional call centres to AI Customer Engagement Centres, where proactive, intelligent and continuously learning services deepen customer relationships and accelerate business growth. Learn how agentic AI is not just a technology upgrade, it’s a strategic transformation that synchronises people, platforms and strategy across the entire customer journey.

Key highlights

  • Human and AI agents work together to deliver predictive, personalised, and trustworthy customer experiences
  • Unified data and real-time insights overcome legacy system barriers, enabling seamless customer engagement
  • Scalable AI solutions drive significant results, including over 60% case deflection and 30–50% productivity gains
  • Industry-specific AI blueprints and accelerators support rapid, compliant transformation across sectors
  • Sustainable change is built on reliable AI governance, balancing automation with human empathy

Ready to unlock the full value of AI-driven customer service? Download the complete paper and discover how Capgemini and Salesforce can help you build the AI Customer Engagement Centre of the future.

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