通过人工智能驱动的客户服务释放新的价值浪潮

The emergence of agentic AI signals a profoundtransformation for customer service, complementing teamsand self-service experiences with proactive, intelligent, realtime and continuously learning services that deepencustomer relationships and accelerate business growth. According to Capgemini’s recent report, Unleashing theValue of Customer Service, this transformation requiresfundamentally reshaping customer interactions, operationalworkflows, and strategic priorities to meet rising consumerexpectations for seamless, personalized, and proactiveexperiences. Organizations that make this shift are betterpositioned to boost retention, build loyalty, and staycompetitive in a rapidly evolving market. But this shift is about more than technology. It demandstrue orchestration across people, platforms, and strategy.This alignment makes the whole company work in sync so AIcan scale and deliver lasting value. Capgemini and Salesforce partner to guide organizationsthrough this significant transformation. Capgemini bringsdeep expertise in business transformation, ensuring AI isthoughtfully integrated into core business processes.Salesforce delivers cutting-edge innovations likeAgentforce Service, Agentforce Voice, Data360,MuleSoft Agent Fabric, and Agentforce Sales that bringenterprise-grade agentic AI to life, with AI that isaugmented, autonomous, and aligned to how people andorganizations work. These systems learn and act alongsidehumans, anticipating needs, automating complex work, andenabling entirely new ways to engage customers and createbusiness value. Together we enable organizations to evolve fromtraditional call centers to AI Customer Engagement Centersthat connect strategy and technology to deliver faster,smarter, and more human-centered experiences. Customer service as a strategic driver Capgemini’s report highlights customerservice as significantly influencing brandloyalty and business outcomes, yet consumersatisfaction remains notably low at just 45%.At the same time, the stakes have never beenhigher: improving customer retention by aslittle as 5% can increase revenue by 25–95%. Meeting these expectations requires amindset shift, seeing service not as a supportfunction but as a growth engine. This starts bytransforming how teams connect withcustomers. Using autonomous and assistiveagents within Agentforce Service, modernservice teams can move beyond reactive problem-solving toward predictive andconnected engagement, accelerating issueresolution by linking front- and back-officeoperations and creating new ways to deliverservices and value. By surfacing intent signals,orchestrating both human and digital agents,and using real-time insights to anticipatecustomer needs, organizations can deliverexperiences that are more personalized,transparent, and trustworthy. These are the hallmarks of human-AIorchestration: thoughtful collaborationbetween human agents and AI that buildstransparency, trust, and shared ownership ofthe customer experience. Overcoming operational barriers with connected data Capgemini’s research reveals that 79% ofexecutives identify fragmented and outdatedtechnology infrastructures as substantialhurdles to effective customer service. Theselegacy systems make it difficult for teams toaccess the full 360-degree view of thecustomer, respond quickly to changing needs,and personalize service in each interaction. According to Capgemini, companies that scaleAI on top of a connected data foundation seeproductivity gains of 30–50% and costreductions of 20–60%. Now, with real-timesignals through Customer ExperienceIntelligence (CXI), unified routing, andobservability through Agentforce ServiceCommand Center, enterprises cancontinuously optimize service outcomes andhuman and AI agents’ performance,reinforcing the value of investing in anintelligent layer that links data, decisions, andexperiences. Addressing these gaps starts with unifying thedata foundation. Salesforce’s Data360,together with Capgemini’s agentic fabricapproach, helps organizations connect siloedenterprise systems using zero-copyarchitecture and seamless MuleSoft-poweredorchestration across platforms. This enablesreal-time activation of customer data, agentfederation, signal intelligence, and cross-platform visibility across Salesforce andexternal ecosystems. This kind oftransformation doesn't just improve service; itreshapes how businesses operate, helpingteams anticipate needs, resolve issues quickly,and continuously improve. Capgemini describes this foundationalcapability as “access”, the first step in buildingAI readiness. By aligning data assets and AIinfrastructure, organizations establish thefoundation to scale AI and unlock operationalvalue. Scaling AI beyond initialimplementations Capgemini notes that while early AI pilots haveshown promise, many organizations struggle tomove from experimentation to full-scaletransformation. Common pitfalls include isolateddeployments and a lack of integration