{"id":891278,"date":"2021-04-22T09:27:10","date_gmt":"2021-04-22T09:27:10","guid":{"rendered":"https:\/\/www.capgemini.com\/?page_id=520711"},"modified":"2026-10-12T13:27:30","modified_gmt":"2026-10-12T13:27:30","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/pl-pl\/uslugi\/customer-first\/doswiadczenia-klienta\/customer-service\/","title":{"rendered":"Customer service"},"content":{"rendered":"\n<div class=\"wp-block-cg-blocks-hero-picture-card undefined  heroPictureCard\"><div class=\"heroPictureCardBgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg\" class=\"desktopImage\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/02\/Capgemini_Services-Customer-empowered-sales.jpg\" class=\"mobileImage\" 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-8 col-lg-6\"><div class=\"heroPictureCardBox\"><div class=\"heroPictureCardBoxTitle\"><h1 data-maxlength=\"144\">Customer service<\/h1><\/div><\/div><\/div><\/div><\/div><div class=\"small-device\"><div class=\"brandLogoWrapper\"> <\/div><\/div><\/div>\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\/services\/customer-first\/customer-experience\/augmented-service\/\" 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\/services\/customer-first\/customer-experience\/augmented-service\/\" 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-first-time-fix-and-time-to-resolution-used-to-set-the-service-standard-now-it-s-the-starting-point-for-deeper-engagement\" class=\"wp-block-heading\">First-time fix and time-to-resolution used to set the service standard. Now it\u2019s the starting point for deeper engagement.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">With the help of AI-powered analysis, augmentation, and automation, service organizations can shift beyond basic call handling and enable holistic, omnichannel experiences that feel intuitive, responsive, and emotionally attuned.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">our <strong>Customer Service<\/strong> portfolio, organizations can integrate AI agents and advanced digital capabilities across every channel, forming hybrid human and AI teams that elevate service from a support function to a strategic value driver \u2013 building loyalty and satisfaction with every interaction while uncovering insights that strengthen the wider business.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">See how our Customer Service portfolio can help your organization integrate generative, agentic, and traditional AI to ensure 24\/7 availability, equip human agents with real-time insights, anticipate customer needs, and enable proactive support that enhances brand perception, deepens loyalty, and creates long-term value.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">&#8220;With the help of AI, organizations have the opportunity to enable a whole new level of service excellence through intelligent, proactive support. With Customer service, organizations can create AI-powered engagement centers that both resolve issues and continuously deepen the customer relationship through personalized interactions, proactive support, and seamless experiences.\u201d<\/p>\n<cite>Arnaud Bouchard, EVP, Global Customer Experience Offer Leader and Head of Strategic Deals &amp; Business Development<\/cite><\/blockquote>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-how-we-do-it section section--howwedoit block-howwedoit is-align-center\"><div class=\"container\"><div><div class=\"row\"><div class=\"col-12 col-md-2\"><\/div><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"72\" class=\"expandable-heading-tag\">What we do<\/h2><\/div><\/div><div class=\"row\"><div class=\"col-12 col-md-2\"><\/div><div class=\"col-12 col-md-8\"><p><\/p><\/div><\/div><\/div><div class=\"row\"><div class=\"col-12 col-md-2\"><\/div><div class=\"col-12 col-md-8\"><div class=\"section-content\">\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active opened\"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-expanded=\"true\"><h3 class=\"expander-heading-title\">AI-Powered Customer Engagement Center<\/h3><\/div><div class=\"expander-subtitle\"><p class=\"small-description\">Enable self-service for up to 60% of cases with AI.<\/p><\/div><div class=\"expander-content\"><p><\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<p class=\"wp-block-paragraph\">AI transforms customer support by addressing service teams\u2019 most persistent pain points: high volume, long waits, rising costs, and impersonal interactions.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">With the AI-Powered Customer Engagement Center, organizations can use AI, RPA, and cloud technologies to deliver personalized, proactive service, driving measurable business impact through higher retention, stronger customer lifetime value, and improved NPS, while also optimizing resources and reducing costs.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">With AI-Powered Customer Engagement Center, your organization can:<\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Enable self-service for 20\u201360% of cases with AI-powered conversational virtual agents<\/li>\n\n\n\n<li>Reduce human agent time-to-answer by 20\u201380% with AI knowledge assistants<\/li>\n\n\n\n<li>Boost up- and cross-sell opportunities by 5\u201310% with AI-driven next best offer (NBO) and next best action (NBA)<\/li>\n\n\n\n<li>Reduce operational costs by 20\u201340% through AI-powered automation and augmentation<\/li>\n\n\n\n<li>Enhance personalization and extend the journey through real-time customer profiling and sentiment analysis<\/li>\n\n\n\n<li>Integrate voice, chat, email, social, mobile, and CRM forms into a unified platform to enable seamless omnichannel journeys.<\/li>\n<\/ul>\n<div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\">Omnichannel Customer Interaction Operations<\/h3><\/div><div class=\"expander-subtitle\"><p class=\"small-description\">Achieve up to 20% faster customer support resolution times with AI.<\/p><\/div><div class=\"expander-content\"><p><\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<p class=\"wp-block-paragraph\">Great service isn\u2019t just about connecting channels \u2013 it\u2019s about routing every case to the right resource.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">With Omnichannel Customer Interaction Operations, organizations can integrate traditional human agents, AI tools, and self-service channels across voice, chat, email, social, mobile, and CRM forms to deliver a seamless experience and achieve smarter resource allocation.<\/p>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Through our Omnichannel Customer Interaction Operations offer, your organization can enhance existing operations or leverage our call center as a service (CCaaS) capabilities to deliver next-gen features and functionalities, such as:<\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Skills-based contact routing and conversational IVR to direct customers to the most qualified agent or AI assistant<\/li>\n\n\n\n<li>Unified dashboards and case management to provide real-time visibility of customer profiles and workflows<\/li>\n\n\n\n<li>Advanced analytics to monitor, measure, and react to sentiment, call patterns, and NPS survey insights, helping brands enhance forecasting and real-time resource allocation<\/li>\n\n\n\n<li>AI-powered portals and chatbots to enable self-service opportunities that increase resolution times while reducing agent load<\/li>\n\n\n\n<li>Connected Customer Journey Platform (CCJP) to orchestrate seamless experiences across touchpoints using data and AI.<\/li>\n<\/ul>\n<div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-even layout-even-all-purple-cards \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\"><\/h2><\/div><div class=\"layout-two-card cards-normal\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/pl-pl\/insights\/biblioteka\/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<source srcset=\"https:\/\/www.capgemini.com\/pl-pl\/wp-content\/uploads\/sites\/27\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/pl-pl\/wp-content\/uploads\/sites\/27\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=800&#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\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\/pl-pl\/wp-content\/uploads\/sites\/27\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/pl-pl\/wp-content\/uploads\/sites\/27\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=800&#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\/pl-pl\/wp-content\/uploads\/sites\/27\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/pl-pl\/wp-content\/uploads\/sites\/27\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=800&#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\/pl-pl\/wp-content\/uploads\/sites\/27\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/pl-pl\/wp-content\/uploads\/sites\/27\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg?w=700&#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<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/pl-pl\/wp-content\/uploads\/sites\/27\/2025\/03\/Customer-Service-Transformation_2880X1800.jpg\" alt=\"Unleashing the value of customer service - banner\" 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<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/pl-pl\/insights\/biblioteka\/customer-service-transformation\/\" aria-label=\"Customer service transformation\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\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\/pl-pl\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.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\/pl-pl\/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 class=\"col-12 col-md-6 col-lg-4\">\n                            <a href=\"https:\/\/www.capgemini.com\/pl-pl\/insights\/biblioteka\/ai-agents\/\" aria-label=\"Agenci AI\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Capgemini Research Institute<\/div>\n                                <h3 class=\"card-title\">Agenci AI<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/pl-pl\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/pl-pl\/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          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src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-microsoft.png?w=350&amp;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n\t\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t<\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n\t\t\t<a href=\"https:\/\/www.capgemini.com\/pl-pl\/o-nas\/partnerzy-technologiczni\/pega\/\" class=\"partner-box-title\" aria-label=\"Empowering your business for smarter, intelligent decisions and enhanced customer engagement.\">\n\t\t<div class=\"partner-box\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"partner-box-bottom\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/pega.png?w=350&amp;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-pega.png?w=350&amp;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n\t\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t<\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n\t\t\t<a href=\"https:\/\/www.capgemini.com\/pl-pl\/o-nas\/partnerzy-technologiczni\/salesforce\/\" class=\"partner-box-title\" aria-label=\"Helping brands deliver personalized, engaging, relevant and memorable customer experiences.\">\n\t\t<div class=\"partner-box\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"partner-box-bottom\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/salesforce.png?w=350&amp;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-salesforce.png?w=350&amp;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n\t\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t<\/div>\n\n\n\n\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n\t\t\t<a href=\"https:\/\/www.capgemini.com\/pl-pl\/o-nas\/partnerzy-technologiczni\/sap\/\" class=\"partner-box-title\" aria-label=\"-Unlock growth, agility and value with a proven partner. 40+ years of SAP expertise.\">\n\t\t<div class=\"partner-box\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"partner-box-bottom\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/07\/sap.png?w=350&amp;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/10\/Partners-sap.png?w=350&amp;quality=70\" alt=\"\" class=\"partner-box-logo dark\">\n\n\t\t\t\t\t\t\t\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/a>\n\t<\/div>\n\n<\/div><\/div><\/section>\n\n\n\n<div data-open-first=\"true\" class=\"wp-block-cg-blocks-cg-blocks-faq-schema\"><section class=\"wp-block-cg-blocks-cg-blocks-faq-schema section section--faqs-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"content-title\"><h2>FAQ<\/h2><\/div><div class=\"filters filters--vertical\" data-max=\"100\"><div class=\"expanders filters-content\">\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>What is Customer service?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Customer service is an AI-enabled approach to customer support from Capgemini that blends human agents with generative, agentic, and traditional AI. Through the creation of hybrid human and AI teams, organizations can deliver faster, more intuitive service across every channel, transforming the service function into a driver of loyalty, satisfaction, and long-term customer value.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>How does Customer service improve traditional customer service?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Traditional service models are largely reactive, focusing on basic metrics like first-time fix and time-to-resolution. Customer service from Capgemini elevates customer service by integrating AI-powered analysis, automation, and real-time insights to enable proactive, personalized engagement across channels. Through this shift, service can become a strategic value driver, shaping brand perception, strengthening loyalty, and generating insights that improve the wider business.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>What business impact can Customer service deliver?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Organizations using Customer service from Capgemini can expect improvements in customer retention, loyalty, lifetime value, and net promoter score (NPS), while also optimizing costs through automation and smarter resource allocation.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>How do hybrid human and AI teams work?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Hybrid teams combine the strengths of human agents \u2013 empathy, judgment, contextual understanding \u2013 with AI\u2019s speed, scale, and data processing. AI provides 24\/7 support, instant knowledge retrieval, real-time sentiment analysis, and proactive suggestions. Human agents step in for complex, sensitive, or relationship-driven interactions, driving personal connection at scale.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>What technologies power Customer service?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Customer service by Capgemini is supported by:<br><br>&#8211; Generative AI for content, responses, and personalization<br>&#8211; Agentic AI for autonomous task execution<br>&#8211; Robotic process automation (RPA) for automated workflows<br>&#8211; Cloud-based platforms for scalability and availability<br>&#8211; Advanced analytics for sentiment analysis, forecasting, and enterprise-wide insights<br>&#8211; Unified dashboards for monitoring cases and journeys end-to-end.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>How does Customer service support customer self-service?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">AI-powered virtual agents and chatbots allow customers to solve common issues instantly, with or without the assistance of a human agent. These tools can handle routine inquiries, initiate workflows, and escalate complex cases, resulting in faster resolutions and reduced pressure on service teams.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>How does Customer service benefit human agents?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">AI equips agents with real-time knowledge, recommended actions, sentiment cues, and context from previous interactions, increasing human agent productivity, efficiency, and accuracy. At the same time, AI agents can support self-service channels or automate resolution of routine cases, freeing human agents up to focus on more complex cases.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>How does Customer service change the role of the service function?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Customer service from Capgemini helps organizations reimagine customer service as a strategic growth engine. With the help of AI, every interaction becomes an opportunity for insight, loyalty building, and value creation \u2013 helping organizations strengthen brand perception and differentiate through experience, while also creating insights that drive efficiency and innovation across the business.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>How does Customer service enable proactive support?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">By analyzing patterns, sentiment, and historical data, AI can anticipate customer needs before they arise. This enables proactive outreach, early issue resolution, timely recommendations, and helpful alerts \u2013 turning service interactions into moments that build trust and long-term loyalty.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>What is AI-Powered Customer Engagement Center?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">AI-Powered Customer Engagement Center is an offer from Capgemini that uses AI, RPA, and cloud technologies to deliver personalized, proactive service, driving measurable business impact through higher retention, stronger customer lifetime value, and improved NPS, while also optimizing resources and reducing costs.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>What is Omnichannel Customer Interaction Operations?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Omnichannel Customer Interaction Operations is an offer from Capgemini that replaces fragmented service systems with a coordinated model that routes every inquiry to the right resource \u2013 human or AI. It ensures consistency across all channels and helps organizations achieve faster resolution times, more accurate routing, and improved agent productivity.<\/p>\n<\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section><\/div>\n\n\n\n<p 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