{"id":514852,"date":"2021-03-23T13:47:06","date_gmt":"2021-03-23T13:47:06","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=client-story&#038;p=514852"},"modified":"2025-03-05T05:39:01","modified_gmt":"2025-03-05T10:39:01","slug":"intelligent-customer-service-automation","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/intelligent-customer-service-automation\/","title":{"rendered":"Intelligent customer-service automation"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header header--sub2 header--sub2b header--insights1  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/2834_Intelligent-automation-web-banner-V2.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/2834_Intelligent-automation-web-banner-V2.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/2834_Intelligent-automation-web-banner-V2.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/2834_Intelligent-automation-web-banner-V2.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/2834_Intelligent-automation-web-banner-V2.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/2834_Intelligent-automation-web-banner-V2.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/2834_Intelligent-automation-web-banner-V2.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/2834_Intelligent-automation-web-banner-V2.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/2834_Intelligent-automation-web-banner-V2.jpg\" class=\"header-img header-img-d\" alt=\"2834_Intelligent-automation-web-banner-V2\" 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-10 offset-md-1\"><div class=\"box\"><div class=\"box-title\"><h1 data-maxlength=\"34\">Intelligent customer-service automation<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4\"><div><a href=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Intelligent-CS-Automation.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\">Download report<\/a><\/div><a class=\"button-download--small button--turquois  \" type=\"download\" href=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2021\/03\/Intelligent-CS-Automation.pdf\" target=\"_blank\" title=\"opens in a new window\" rel=\"noopener noreferrer\"><span>File size: 105 KB<\/span><span>File type: application\/pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content section--story-content article-body\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p class=\"wp-block-paragraph\">In the subscription media industry, lifetime customer value is a critical metric. Success is measured by finding the right balance between customer retention and minimizing the discounts that are sometimes required to keep subscribers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For one of the largest media producers in the US, customer-service agents play a massive role in striking this balance. Capgemini and Pega understood the needs of this client, and through a custom-built next-best-offer algorithm, gave this producer a powerful tool to move its business forward.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-read-more-about-this-transformation-story-and-let-us-know-how-we-can-assist-in-your-digital-journey\">Read more about this transformation story and let us know how we can assist in your digital journey.<\/h3>\n\n\n\n<pre class=\"wp-block-code\"><code>&#91;proper_form id=447347]<\/code><\/pre>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":39,"featured_media":0,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"635195cf-feba-4d98-b3a8-a837ffb728e4\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"f7cb03a0-7400-495b-b5a9-49c311e80cb9\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[],"brand":[],"service":[45],"industry":[97],"partners":[174],"country":[324],"content-group":[],"class_list":["post-514852","client-story","type-client-story","status-publish","hentry","service-customer-experience","industry-telecoms","partners-pega-systems","country-usa"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - 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