Transforming Customer Service: The Role of AI in Revolutionizing Consumer Experience

The Transformative Impact of Gen AI and Agentic AI

The importance of customer service cannot be overstated. It serves as a powerful capability for organizations to drive purchases, encourage loyalty, and shape brand perception by connecting directly with customer sentiment. Success in this area is partly measured by how well it meets consumer expectations, which are continually evolving. So, how can organizations better meet customer needs while empowering dissatisfied agents and delivering significant benefits?

A new report titled Unleashing the Value of Customer Service from the Capgemini Research Institute provides insights into revolutionizing customer service through embracing generative AI and agentic AI. This report is based on findings from a global survey involving approximately 9,500 consumers and 500 agents and supervisors, along with 1,000 executives.

Key Issues and Opportunities for Transformation

Download the report to explore significant transformation areas in customer service, including:

• Elevating customer service from a support function to a strategic value driver: With 65% of executives reporting low operational efficiencies in customer service and only 16% of agents satisfied with their roles, there is a pressing need to transform customer service into a strategic element that drives brand perception, loyalty, and revenue.

• Gen AI and Agentic AI as game changers in transformation: 70% of customer service agents report a reduction in workload through these technologies, with 24% of organizations seeing reduced operating costs and 31% reporting faster response times. These benefits are expected to enhance as the strategic importance of customer service is recognized.

As Gen AI evolves from copilots to reasoning agents, it opens up opportunities to elevate customer service by autonomously handling routine tasks, allowing human agents to focus on enhancing customer experiences.

This transformation is not just technological; it requires a comprehensive redesign of customer service from the ground up.

For more insights on current and future trends in customer service, including evolving expectations and the role of AI in unlocking commercial potential, download the report today.