Capgemini-释放客户服务的价值-Gen AI和代理AI的变革性影响（英）

Unleashing the value of customer serviceUnleashing the value of customer serviceThe transformative impact of Gen AI and agentic AI#GetTheFutureYouWantTable of contents2Capgemini Research Institute 2025Unleashing the value of customer service04Executive summary10The importance of customer service cannot be overstated18Customer service: In need of an overhaul34Gen AI: Transforming customer service today3Capgemini Research Institute 2025Unleashing the value of customer service46Agentic AI: Shaping the future of customer service62The next generation of AI as commercial catalyst for customer services66Reimagining the future of customer service72Recommendations: Charting the course76Conclusion 77Research methodology84AppendixExecutive summary Customer service is the key channel for organizations to nurture relationships with customers and shape brand perception, delivering strategic value. For this research, we surveyed around 9,500 consumers and 500 agents and supervisors, as well as 1,000 executives from across the globe, to gather their views on the current state of customer service across sectors and their expectations of the function over the next few years (we have used the terms "consumer" and "customer" interchangeably in this report). We found that, despite its growing strategic importance, the customer service function faces numerous challenges, leading to dissatisfaction among consumers and agents, as well as operational inefficiencies. However, with the advent of generative AI (Gen AI) and AI agents, organizations have the capacity to empower their people to deliver a new level of customer service, bringing top- and bottom-line benefits. The importance of customer service cannot be overstatedCustomer service is not just about answering queries and resolving issues. It is one of the most powerful capabilities available to organizations to drive purchases, encourage loyalty, and shape brand perception. It connects directly with customer sentiment, significantly influencing the brand relationship. • 58% of consumers think that customer service is very/extremely important in shaping their overall perception of a brand.• As many as 65% of consumers say that, when they experience good customer service, they go on to recommend the brand to friends or family.• 55% of consumers say they will become repeat customers if they are happy with customer service.But customer service is brokenDespite its significance, customer service is failing to meet consumer expectations. Basic requirements, such as fast and effective issue resolution, ease of access, and 4Capgemini Research Institute 2025Unleashing the value of customer serviceExecutive summary empathetic behavior from customer service staff, are still too often perceived to be lacking. Customer service agents are also dissatisfied, and organizations face low operational efficiency, agent attrition, and increasing customer expectations, in alignment with new standards. • 65% of executives say their orga