Building on its existing partnership, Capgemini will create industry-specific agentic AI solutions designed to handle customer requests across all communication channels.
Capgemini announced a strategic agentic AI initiative with Google Cloud to transform customer experience (CX) into a key value driver for clients.
Building on its existing partnership, Capgemini will create industry-specific agentic AI solutions designed to handle customer requests across all communication channels (web, social, phone etc.) and improve employee productivity.
Underpinned by Google Cloud’s AI technology, Capgemini will develop bespoke solutions designed to enhance customer services with intelligent automation and deep customer insights, enabling organisations to deliver more personalised, efficient, and effective CX to elevate brand perception, increase loyalty, and drive revenue growth.
“Capgemini is entering the next phase of its strategic partnership with Google Cloud and this new collaboration focuses on driving revenue for our clients by elevating customer service to a strategic value driver in industries where CX is paramount,” said Fernando Alvarez, Chief Strategy and Development Officer and Group Executive Board Member at Capgemini.
“The customer service function is undergoing a transformative shift as business leaders increasingly recognise its importance in unlocking commercial potential. 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. By understanding the potential of agentic AI and the business realities of our clients, we’re expertly placed to maximise its value and deliver genuine impact.”
“Businesses require a combination of technical expertise and advanced technology to fully realise the benefits of agentic AI within their current IT infrastructure. Through Agentspace and our new Agent2Agent interoperability protocol, our partnership with Capgemini will provide clients with AI solutions that drive long-term value across industries,” said Kevin Ichhpurani, President, Global Partner Organisation, Google Cloud.
Primarily focused on telco, retail, and financial services, the partnership is intended to expand into further industries such as life sciences and utilities, with a goal of accelerating business outcomes by enabling customer services transformation. This includes areas such as:
- Improving productivity in telco: New solutions to optimise call routing and resolution in contact centres by leveraging conversational AI to improve intent and understanding, increase call containment and assist agents. Organisations can benefit from reduced handling time and improved first-call resolution rates, while human agents are freed-up to focus on higher value tasks. Capgemini’s research finds that around 9 in 10 organisations using gen AI are already seeing improved first contact resolution rates or expecting to see this benefit in the future.
- Personalising CX in retail: AI agents to help better personalise shopping experiences by using AI to analyse customer data and provide tailored product recommendations, promotions, and support interactions across all channels (online, in-store, mobile).
- Enhancing security in financial services Using Google Cloud’s AI, financial services clients can improve risk assessment and fraud detection with agents that analyse customer transactions and identify suspicious patterns, improving security and regulatory compliance.
Google Cloud’s new Agent2Agent interoperability protocol will enable AI agents to successfully communicate with one another, safely exchange information, and coordinate actions no matter which platform they are running on or built on top of. As agentic AI becomes more widely adopted, this protocol will ensure agent functionality across diverse and separate data sources and applications.
Also Read: To Drive ROI, CX Leaders Must Move Beyond Vanity Metrics
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