Capgemini – Unleashing the Value of Customer Service, 2025

The main theme of the report is the transformational impact of generative AI and agent AI on customer service.

Key findings include that customer service is a crucial channel for strengthening customer relationships and shaping brand perception. Despite its strategic importance, the customer service function faces numerous challenges, leading to consumer and agent dissatisfaction and operational inefficiencies. The adoption of generative AI and agent AI can significantly enhance customer service levels, bringing benefits to both the top and bottom lines of business. 58% of consumers believe that customer service is crucial for shaping the overall brand perception. 65% of consumers recommend a brand to friends or family after good service. 55% of consumers become repeat customers if they are satisfied with the service.