Augmented service

Traditional service models are largely reactive, focusing on basic metrics like first-time fix and time-to-resolution. Augmented 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.

Organizations using Augmented Service from Capgemini can expect improvements in customer retention, loyalty, lifetime value, and NPS, while also optimizing costs through automation and smarter resource allocation.

Hybrid teams combine the strengths of human agents – empathy, judgment, contextual understanding – with AI’s 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.

Augmented Service by Capgemini is supported by:

– Generative AI for content, responses, and personalization
– Agentic AI for autonomous task execution
– RPA for automated workflows
– Cloud-based platforms for scalability and availability
– Advanced analytics for sentiment analysis, forecasting, and enterprise-wide insights
– Unified dashboards for monitoring cases and journeys end-to-end

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.

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 agents up to focus on more complex cases.

Augmented 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 – helping organizations strengthen brand perception and differentiate through experience, while also creating insights that drive efficiency and innovation across the business.

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 – turning service interactions into moments that build trust and long-term loyalty.

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.

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 – human or AI. It ensures consistency across all channels and helps organizations achieve faster resolution times, more accurate routing, and improved agent productivity.