Capgemini has unveiled a major new initiative with Google Cloud to redefine customer experience (CX) through advanced agentic AI. The companies will leverage intelligent automation and real-time insights to streamline support services and boost customer and employee satisfaction.
The initiative will utilise Google Cloud’s AI infrastructure to build flexible, industry-specific agentic AI systems capable of managing customer interactions across various communication channels, including web, mobile, social, and phone. These systems aim to enhance the customer journey, increase employee efficiency, and unlock new opportunities for revenue generation, brand loyalty, and operational savings.
“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 also undergoing a transformative shift as business leaders increasingly recognize 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.”
Key focus areas
Initial focus areas include telecommunications, retail, and financial services, with plans to expand into sectors like life sciences and utilities. In telecom, agentic AI will enhance call centre operations with smarter routing, better intent recognition, and AI-assisted support — reducing wait times and increasing first-call resolution.
In addition, AI agents will personalise customer journeys by analysing data to offer custom product recommendations, promotions, and retail support. Regarding financial services, the focus shifts to enhancing fraud detection and risk management by using AI to scan transactions and flag irregularities in real-time.
“Businesses require technical expertise and advanced technology to fully realize the benefits of agentic AI within their current IT infrastructure. Through Agentspace and our new Agent2Agent interoperability protocol, our partnership with Capgemini will also provide clients with AI solutions that drive long-term value across industries,” said Kevin Ichhpurani, president, global partner organization, Google Cloud.
Furthermore, one standout feature of the collaboration is Google Cloud’s Agent2Agent interoperability protocol. This protocol will also enable AI agents to seamlessly share data and collaborate across different systems and platforms, making agentic AI a more integrated and trustworthy tool for enterprise environments.