Capgemini has announced a new phase in its partnership with Google Cloud, launching an initiative focused on agentic AI to improve customer experience (CX) across industries. This collaboration aims to build industry-specific solutions that automate and enhance customer interactions through web, phone, and social channels, while also supporting employees with
The initiative targets sectors such as telecommunications, retail, and financial services, with planned expansion into life sciences and utilities. Use cases include optimizing call routing in contact centers, customizing retail engagement, and improving fraud detection in financial services. Google Cloud’s Agent2Agent interoperability protocol will allow AI systems to work together across various platforms and data environments. The partnership seeks to accelerate business results by making customer service a central driver of brand reputation, loyalty, and revenue.
