Elevate your possible with generative AI for CX.

With commercial use cases emerging rapidly, we are entering a new frontier of customer experience. Agentic and Generative AI (Gen AI), when used together with the right platforms, tooling, and interfaces, will revolutionise customer experience opportunities. For example, instant access to AI Agents that can solve most customer issues will dramatically improve the service organisations can offer to customers and the ease with which they can offer these.

But the challenge is how to adopt AI successfully and deliver competitive advantages without exposing your business to significant risks. Because AI can make critical errors and perform unexpected actions when given access to different systems. It’s key that your controls, reviews, and safeguards are built into the entire process – from the challenges you address to the features that control the model once it’s deployed.

There are five business themes to drive value in AI for CX:

Elevating self-service
Building creative content
Enhancing customer service
Augmenting salespeople
Orchestrating personalised journeys

As your business and technology transformation partner, Capgemini can guide you through the process from start to finish to get the most value from these business themes, with our deep data & AI expertise and market-leading solutions. And we can help you deliver that value from within a trusted framework – drawing on our practical implementation strategies and code of ethics for AI to approach the technology in a trusted, safe, and ethical way.

Level-up your customer service operations

Unleashing the value of customer service, a report from the Capgemini Research Institute, provides organisations with a roadmap toward revolutionising customer service by embracing the powerful capabilities of Gen AI and Agentic AI. The importance of customer service cannot be overstated. It is one of the most powerful capabilities available to organisations to help them drive purchases, encourage loyalty, and shape brand perception by connecting directly with customer sentiment.

Gen AI and Agentic AI are game changers for customer service transformation. According to our research, 70% of customer service agents report a reduction in overall workload through using AI technology, while 24% of organisations report reduced operating costs, and 31% report faster response times.

Download the report to learn how you can use Gen AI and Agentic AI to and better meet the needs of customers, while also empowering customer service agents, and delivering top- and bottom-line benefits. Elevating customer service from a support function to a strategic value driver.

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Deliver innovative, transformational CX faster and at scale.

Gen AI has the capacity to profoundly enhance CX in various domains. Leading to valuable outcomes beyond just productivity gains and cost reduction.

Imagine the possibilities of:

Elevating and scaling self-service across your channels
Enhancing customer experience through scaling consistent quality service delivered by your frontline staff
Improving the scale, consistency, and reach of great content and campaigns
Increasing the productivity and consistency of complex products and services
Orchestrating personalised journeys across all customer interactions and complex ecosystems

With Capgemini’s Generative AI for CX solution, you can turn these possibilities into reality by developing tuned foundation models to navigate the complexities of Gen AI smoothly. Leveraging our Agentic AI for Enterprise model, we’ll work together with you, and your partners, to address current and future business needs.

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Create new marketing campaign concepts in minutes.

Imagine being able to kick-start multiple ideas for a marketing campaign that targets diverse audiences across different channels. For any industry, in any language. That’s the promise of Capgemini’s campaign builder – a revolutionary tool powered by Gen AI. Learn how we have been working with Network Rail to reimagine its latest recruitment campaign here

Using this engine, you can:

Accelerate the preliminary work a typical creative agency would do
Generate campaign assets instantly, filtering everything through your brand guidelines
Start running targeted, personalised campaigns on any channel or platform in a matter of weeks, not months
Significantly reduce time to market and associated costs

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Work with Capgemini to transform your CX with the power of AI.

With Capgemini by your side, you can navigate the complexities of deploying Agentic and Gen AI confidently and at scale.

Across industries, we’ve been accelerating businesses toward achieving their AI goals, in ways that deliver more than just cost savings.

For example, we have:

Transformed the digital passenger experience at the UK’s largest and busiest airport by implementing Gen AI across the customer service centre to speed up resolutions and drive agent efficiency.
Worked with a leading fast-food restaurant to boost managerial effectiveness and team performance with an AI ‘buddy’ that delivers real-time support and ability.
Developed an AI-powered industry intelligence tool for a global retailer to enable faster, data-driven competitive responses by automating the analysis of rival delivery strategies.
Helped a French retailer enhance product promotion and merchandising by uncovering impactful Gen AI use cases.
Strengthened ESG investment decisions with Gen AI-driven insights for equity researchers and wealth managers at a global investment bank.

We’ve been recognised as a ‘Leader’ in the The Forrester WaveTM: AI services, Q2 2024 report – receiving the highest scores possible in the criteria of vision, community, and innovation. The report states that we excel at change management and ongoing executive education and coaching, to help our clients adopt and run a business on AI.

Get in touch to find out how we can harness the power of AI to answer your specific opportunity.

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Meet the expert

Steven is the UK Chief Technology Officer at Capgemini and part of the UK leadership team. He is an experienced technology leader and IT strategist who understands how to deliver strategic customer value, through innovation and transformation. Steven is responsible for leading Capgemini’s UK Software Engineering, Architecture and Innovation communities; making sure technology and innovation is at the heart of what we do as a business.