{"id":705318,"date":"2026-01-06T13:17:06","date_gmt":"2026-01-06T13:17:06","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=research-and-insight&#038;p=705318"},"modified":"2026-01-22T07:41:39","modified_gmt":"2026-01-22T07:41:39","slug":"unleashing-new-waves-of-value-through-ai-driven-customer-service","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/","title":{"rendered":"Unleashing new waves of value through AI-driven customer service"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/12\/AI-driven-customer-service-hero-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:45% 68%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Unleashing new waves of value through AI-driven customer service<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Unleashing-New-Waves-of-Value_Final-Report-POV.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span> Download the  PoV<\/span><span class=\"type\">12 MB pdf<\/span><\/a><\/div><\/div><\/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=\"row\"><div class=\"col-12 col-md-1\"><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\/?post_type=research-and-insight&amp;p=1182144\" 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\/?post_type=research-and-insight&amp;p=1182144\" 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 class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-transforming-customer-service-with-agentic-ai\">Transforming customer service with agentic AI<\/h2>\n\n\n\n<p>Today\u2019s customers and employees expect more. They are looking for seamless, personalised and efficient experiences across every channel. Today\u2019s traditional contact centres struggle with fragmented systems, slow innovation and high agent turnover. The result? Missed opportunities, rising costs and eroded trust.<\/p>\n\n\n\n<p>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\u2019s a strategic transformation that synchronises people, platforms and strategy across the entire customer journey.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-key-highlights\">Key highlights<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Human and AI agents work together to deliver predictive, personalised, and trustworthy customer experiences<\/li>\n\n\n\n<li>Unified data and real-time insights overcome legacy system barriers, enabling seamless customer engagement<\/li>\n\n\n\n<li>Scalable AI solutions drive significant results, including over 60% case deflection and 30\u201350% productivity gains<\/li>\n\n\n\n<li>Industry-specific AI blueprints and accelerators support rapid, compliant transformation across sectors<a href=\"https:\/\/capgemininar-my.sharepoint.com\/personal\/rachel_fabro_capgemini_com\/Documents\/Microsoft%20Copilot%20Chat%20Files\/DRAFT%20AI%20CEC%20paper%20landing%20page.docx\"><\/a><\/li>\n\n\n\n<li>Sustainable change is built on reliable AI governance, balancing automation with human empathy<a href=\"https:\/\/capgemininar-my.sharepoint.com\/personal\/rachel_fabro_capgemini_com\/Documents\/Microsoft%20Copilot%20Chat%20Files\/DRAFT%20AI%20CEC%20paper%20landing%20page.docx\"><\/a><\/li>\n<\/ul>\n\n\n\n<p><strong>Ready to unlock the full value of AI-driven customer service?<\/strong> Download the complete paper and discover how Capgemini and Salesforce can help you build the AI Customer Engagement Centre of the future.<\/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 is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Unleashing-New-Waves-of-Value_Final-Report-POV.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download now<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-odd layout-one-card-only \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Latest insights<\/h2><\/div><div class=\"layout-single-card\">\n                      <div class=\"row align-items-center w-lg-100\">\n                        <div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/customer-service-transformation\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 2x\"\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\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 2x\"\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\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=2048&#038;quality=70 2x\"\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\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg?w=1000&#038;quality=70 2x\"\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\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2025\/02\/Customer-Service-Transformation_2880X1800.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div>\n                            <div class=\"col-12 col-md-5 col-lg-7\"><\/div>\n                        <div class=\"col-12 col-md-7 col-lg-5\">\n                            <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/customer-service-transformation\/\" aria-label=\"Customer service transformation\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Report<\/div>\n                                <h3 class=\"card-title\">Customer service transformation<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                     <\/div>\n                    <\/div><\/div><\/section>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Today\u2019s customers and employees expect more. They are looking for seamless, personalised and efficient experiences across every channel. Today\u2019s traditional contact centres struggle with fragmented systems, slow innovation and high agent turnover. The result? Missed opportunities, rising costs and eroded trust.<\/p>\n","protected":false},"author":257,"featured_media":705319,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":0,"primary_term":"Customer first","featured_focal_points":""},"tags":[],"research-and-insight-type":[348],"theme":[389],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-705318","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-report","theme-customer-first"],"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>Unleashing new waves of value through AI-driven customer service - Capgemini UK<\/title>\n<meta name=\"description\" content=\"Today\u2019s customers and employees expect more. They are looking for seamless, personalised and efficient experiences across every channel. Today\u2019s traditional contact centres struggle with fragmented systems, slow innovation and high agent turnover. The result? Missed opportunities, rising costs and eroded trust.\" \/>\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\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Unleashing new waves of value through AI-driven customer service\" \/>\n<meta property=\"og:description\" content=\"Today\u2019s customers and employees expect more. They are looking for seamless, personalised and efficient experiences across every channel. Today\u2019s traditional contact centres struggle with fragmented systems, slow innovation and high agent turnover. The result? Missed opportunities, rising costs and eroded trust.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini UK\" \/>\n<meta property=\"article:modified_time\" content=\"2026-01-22T07:41:39+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2880\" \/>\n\t<meta property=\"og:image:height\" content=\"1800\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/\",\"url\":\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/\",\"name\":\"Unleashing new waves of value through AI-driven customer service - Capgemini UK\",\"isPartOf\":{\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg\",\"datePublished\":\"2026-01-06T13:17:06+00:00\",\"dateModified\":\"2026-01-22T07:41:39+00:00\",\"description\":\"Today\u2019s customers and employees expect more. They are looking for seamless, personalised and efficient experiences across every channel. Today\u2019s traditional contact centres struggle with fragmented systems, slow innovation and high agent turnover. The result? Missed opportunities, rising costs and eroded trust.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/#primaryimage\",\"url\":\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg\",\"contentUrl\":\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg\",\"width\":2880,\"height\":1800,\"caption\":\"AI-driven customer service hero banner\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Research &amp; insights\",\"item\":\"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Unleashing new waves of value through AI-driven customer service\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.capgemini.com\/gb-en\/#website\",\"url\":\"https:\/\/www.capgemini.com\/gb-en\/\",\"name\":\"Capgemini UK\",\"description\":\"Get the future you want\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.capgemini.com\/gb-en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-GB\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Unleashing new waves of value through AI-driven customer service - Capgemini UK","description":"Today\u2019s customers and employees expect more. They are looking for seamless, personalised and efficient experiences across every channel. Today\u2019s traditional contact centres struggle with fragmented systems, slow innovation and high agent turnover. The result? Missed opportunities, rising costs and eroded trust.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/","og_locale":"en_GB","og_type":"article","og_title":"Unleashing new waves of value through AI-driven customer service","og_description":"Today\u2019s customers and employees expect more. They are looking for seamless, personalised and efficient experiences across every channel. Today\u2019s traditional contact centres struggle with fragmented systems, slow innovation and high agent turnover. The result? Missed opportunities, rising costs and eroded trust.","og_url":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/","og_site_name":"Capgemini UK","article_modified_time":"2026-01-22T07:41:39+00:00","og_image":[{"width":2880,"height":1800,"url":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/","url":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/","name":"Unleashing new waves of value through AI-driven customer service - Capgemini UK","isPartOf":{"@id":"https:\/\/www.capgemini.com\/gb-en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/#primaryimage"},"image":{"@id":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/#primaryimage"},"thumbnailUrl":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg","datePublished":"2026-01-06T13:17:06+00:00","dateModified":"2026-01-22T07:41:39+00:00","description":"Today\u2019s customers and employees expect more. They are looking for seamless, personalised and efficient experiences across every channel. Today\u2019s traditional contact centres struggle with fragmented systems, slow innovation and high agent turnover. The result? Missed opportunities, rising costs and eroded trust.","breadcrumb":{"@id":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/#primaryimage","url":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg","contentUrl":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg","width":2880,"height":1800,"caption":"AI-driven customer service hero banner"},{"@type":"BreadcrumbList","@id":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Research &amp; insights","item":"https:\/\/www.capgemini.com\/gb-en\/research-and-insight\/"},{"@type":"ListItem","position":2,"name":"Unleashing new waves of value through AI-driven customer service"}]},{"@type":"WebSite","@id":"https:\/\/www.capgemini.com\/gb-en\/#website","url":"https:\/\/www.capgemini.com\/gb-en\/","name":"Capgemini UK","description":"Get the future you want","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.capgemini.com\/gb-en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-GB"}]}},"theme_term_info":[{"id":389,"name":"Customer first"}],"industry_term_info":[],"services_term_info":[],"partners_term_info":[],"brand_term_info":[],"brand_term":[],"parsely":{"version":"1.1.0","canonical_url":"https:\/\/capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"NewsArticle","headline":"Unleashing new waves of value through AI-driven customer service","url":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/","mainEntityOfPage":{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/"},"thumbnailUrl":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg?w=150&h=150&crop=1","image":{"@type":"ImageObject","url":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg"},"articleSection":"Uncategorized","author":[],"creator":[],"publisher":{"@type":"Organization","name":"Capgemini UK","logo":""},"keywords":[],"dateCreated":"2026-01-06T13:17:06Z","datePublished":"2026-01-06T13:17:06Z","dateModified":"2026-01-22T07:41:39Z"},"rendered":"<meta name=\"parsely-title\" content=\"Unleashing new waves of value through AI-driven customer service\" \/>\n<meta name=\"parsely-link\" content=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/unleashing-new-waves-of-value-through-ai-driven-customer-service\/\" \/>\n<meta name=\"parsely-type\" content=\"post\" \/>\n<meta name=\"parsely-image-url\" content=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg?w=150&amp;h=150&amp;crop=1\" \/>\n<meta name=\"parsely-pub-date\" content=\"2026-01-06T13:17:06Z\" \/>\n<meta name=\"parsely-section\" content=\"Uncategorized\" \/>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/capgemini.com\/p.js"},"archive_status":false,"featured_image_src":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg","featured_image_alt":"AI-driven customer service hero banner","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Capgemini UK","distributor_original_site_url":"https:\/\/www.capgemini.com\/gb-en","push-errors":false,"tag_names":[],"featured_image_url":"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2026\/01\/AI-driven-customer-service-hero-banner.jpg","_links":{"self":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/research-and-insight\/705318","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/research-and-insight"}],"about":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/types\/research-and-insight"}],"author":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/users\/257"}],"version-history":[{"count":5,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/research-and-insight\/705318\/revisions"}],"predecessor-version":[{"id":705667,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/research-and-insight\/705318\/revisions\/705667"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/media\/705319"}],"wp:attachment":[{"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/media?parent=705318"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/tags?post=705318"},{"taxonomy":"research-and-insight-type","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/research-and-insight-type?post=705318"},{"taxonomy":"theme","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/theme?post=705318"},{"taxonomy":"brand","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/brand?post=705318"},{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/service?post=705318"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/industry?post=705318"},{"taxonomy":"partners","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/partners?post=705318"},{"taxonomy":"content-group","embeddable":true,"href":"https:\/\/www.capgemini.com\/gb-en\/wp-json\/wp\/v2\/content-group?post=705318"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}