{"id":718112,"date":"2026-08-07T11:47:52","date_gmt":"2026-08-07T11:47:52","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=research-and-insight&#038;p=718112"},"modified":"2026-08-10T11:55:31","modified_gmt":"2026-08-10T11:55:31","slug":"the-problem-isnt-ai-its-operational-readiness","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/the-problem-isnt-ai-its-operational-readiness\/","title":{"rendered":"The problem isn&#8217;t AI. It&#8217;s operational readiness."},"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\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/ICO_Ai-Readiness-whitepaper-landing-page-banner.jpeg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" 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\">Business operations<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">The problem isn&#8217;t AI<\/h1><\/div><h2 class=\"reasearchInsightTitle\">It&#8217;s operational readiness<\/h2><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\/07\/AI-Readiness-Whitepaper.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download PoV<\/span><span class=\"type\">1 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=\"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\/?post_type=research-and-insight&amp;p=1233465\" 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=1233465\" 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 id=\"h-most-contact-centres-are-accelerating-investments-in-copilots-agent-assist-tools-generative-ai-agentic-workflows-and-autonomous-resolution-capabilities\" class=\"wp-block-heading\" style=\"font-size:30px\">Most contact centres are accelerating investments in copilots, agent assist tools, generative AI, agentic workflows, and autonomous resolution capabilities.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\" id=\"h-most-contact-centers-are-accelerating-investments-in-copilots-agent-assist-tools-generative-ai-agentic-workflows-and-autonomous-resolution-capabilities-yet-many-organizations-are-discovering-that-deploying-ai-alone-does-not-automatically-translate-into-business-value\">Yet, many organisations are discovering that deploying AI alone does not automatically translate into business value.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Programmes underdeliver, escalations increase, and customers encounter the same operational issues, only faster and at greater scale.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The challenge is not the technology itself, but the operation beneath it.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Our Operational Readiness for AI point of view responds to the challenges preventing organisations from realising the full value of AI, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Failure demand generated by unresolved customer issues<\/li>\n\n\n\n<li>Inconsistent resolution paths across agents, teams, and channels<\/li>\n\n\n\n<li>Fragmented ownership and accountability for customer outcomes<\/li>\n\n\n\n<li>Tribal knowledge that cannot be reliably leveraged by AI<\/li>\n\n\n\n<li>Performance metrics that prioritise speed and deflection over resolution.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">As AI adoption accelerates, organizations must move beyond technology readiness and focus on operational certainty. Without clear ownership, governed workflows, and managed knowledge, AI risks amplifying operational complexity rather than eliminating it.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Our framework helps organizations build the foundation required for sustainable AI adoption, enabling:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>AI deployments that deliver measurable business outcomes<\/li>\n\n\n\n<li>Greater resolution consistency across customer interactions<\/li>\n\n\n\n<li>Reliable automation built on governed knowledge and workflows<\/li>\n\n\n\n<li>Reduced failure demand and improved customer experience<\/li>\n\n\n\n<li>A practical roadmap for scaling AI safely and effectively.<\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-call-to-action call-to-action-block\"><div class=\"container\"><div class=\"call-to-action-block-content-wrapper no-description\"><div class=\"text-wrapper no-description\"><h3 class=\"title\" data-maxlength=\"144\">Read more in our point of view.<\/h3> <\/div><div class=\"button-wrapper no-description\"><a class=\"cta-btn action-valid\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-Readiness-Whitepaper.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" aria-label=\"Download the PoV about Read more in our point of view.\" title=\"Opens in a new window\" data-maxlength=\"24\" tabindex=\"0\"> Download the PoV <\/a><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Our Operational Readiness for AI point of view responds to the challenges preventing organizations from realizing the full value of AI.<\/p>\n","protected":false},"author":12447,"featured_media":718115,"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":false,"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":"Business operations","featured_focal_points":""},"tags":[],"research-and-insight-type":[],"theme":[],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-718112","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The problem isn&#039;t AI. 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