Capgemini’s report highlights that customer service is evolving from a support function to a strategic value driver. Despite rising expectations, satisfaction is low among both customers and agents. Generative AI and agentic AI offer transformational potential by improving speed, personalization, and empathy, while boosting agent productivity and operational efficiency. Over 80% of organizations are exploring AI integration, yet less than half feel prepared. To realize full benefits, firms must modernize infrastructure, align culture, and adopt AI collaboratively—positioning customer service as a catalyst for growth and loyalty.

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