Press contact:Antara NandyTel: + 91 9674515119Email: antara.nandy@capgemini.com Generative and agentic AI set to transform customer service into a strategic value driver for businesses With less than half of consumers happy with the service they receive and only 16% of agents satisfied with their roles, AI-led transformation can unlock significant commercial potential; but customers still want a human factor’ Paris, March 13, 2025 – Although most consumers say customer service is pivotal in shaping their perception of a brand, less than half (45%) express overall satisfaction with the service they receive.
Methodology The Capgemini Research Institute surveyed 9,500 consumers, 506 customer service agents and supervisors (315 agents and 191 supervisors) from in-house and outsourced contact centers, and 1,002 executives, at director level or above from large organizations with annual revenue exceeding $1 billion in annual revenue.
Reimagining customer service with gen AI requires businesses to transform their digital solutions, operating model and data foundations; leaders who embrace this change will not only enhance customer satisfaction and operational efficiency but also unlock commercial opportunities for competitive edge in the market.” Most organizations have implemented or are exploring gen AI and it’s already a gamechanger According to the research, 86% of organizations have already implemented gen AI, initiated pilots, or started exploring its potential in their customer service functions.
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