Key takeaways:
- PwC and OpenAI have launched agentic contact and service solutions designed to modernize customer engagement across marketing, sales, commerce, and service.
- AI-powered voice and digital agents use multimodal capabilities to deliver more natural, context-aware conversations while improving operational efficiency.
- A new Center of Excellence will help clients innovate faster, deploy AI at scale, and unlock business value across customer-facing operations.
PwC US has introduced new agentic contact and service solutions developed with OpenAI to help organizations transform how they engage with customers. Built on PwC’s agentic front office approach, the solutions bring together marketing, sales, commerce, and service into a connected, AI-enabled operating model that helps organizations deliver faster, more personalized, and more seamless customer experiences. Combining PwC’s transformation expertise with OpenAI’s frontier models, the offering is designed to modernize customer service operations, improve productivity, reduce cost to serve, and free employees to focus on higher-value interactions that require empathy, judgment, and trust.
At the core of the offering is an AI-powered voice and digital agent capability developed alongside OpenAI. Using multimodal AI, the solution enables more natural, context-aware conversations that can understand customer intent, take action, and continuously improve over time. PwC is also launching a dedicated Agentic Contact and Service Solutions Center of Excellence with OpenAI to accelerate innovation, expand industry-specific solutions, and help clients deploy AI more quickly. Together, the collaboration aims to help organizations embed enterprise AI across customer-facing functions to create more intelligent, responsive, and trusted experiences while driving measurable business value.
Why it matters:
- Organizations can deliver faster, more personalized, and more seamless experiences across the customer journey.
- Automating routine interactions allows service teams to focus on complex conversations that require empathy and trust.
- By combining strategy, implementation, and advanced AI capabilities, PwC and OpenAI are helping organizations drive growth, efficiency, and long-term transformation.
Learn more here: PwC to Help Organizations Transform Agentic Customer Engagement and Service with OpenAI
Further reading: Leaders in Customer Loyalty: Brand Stories | How SIXT Has Used AI to Put Personalization at the Core of its Loyalty Program