As Agentic AI becomes widely adopted into core market functions, will the CX industry follow suit?
“Agentic systems can play a key role in this, and the future of customer service will require a strategic blend of human and virtual agents, enhanced by generative and agentic AI,” emphasizes Capgemini’s Chief Strategy and Development Officer.
Business leaders have realized the commercial potential of customer service. The transformative shift it’s undergoing can only be determined by Agentic AI. Integrating it into the systems would not only help draw out the business realities of their clients but also deliver actual value and impact.
The latest research conducted by Capgemini underscored how the customer service industry is still apprehensive about adapting AI and generative AI into its functions.
The IT powerhouse has construed a collaborative plan with Google Cloud to change this.
Their strategic solutions instill the technical capabilities of Google Agentspace and Customer Engagement Suite and overall industry expertise. They have leveraged the best possible resources to develop AI capabilities that fit the broader industry needs and the client’s existing tech infrastructure.
And Google Cloud’s interoperability enhances these functions as it’ll allow the AI agents to seamlessly communicate and collaborate seamlessly, elevating the effectiveness of Capgemini’s solutions.
Capgemini hopes that these adaptable and secure solutions will help the industry feel it’s trustworthy enough to adopt AI into its functions. And gradually but seamlessly realize the potential of AI as a value driver in CX-centric markets.
