{"id":542208,"date":"2025-04-09T10:22:03","date_gmt":"2025-04-09T10:22:03","guid":{"rendered":"https:\/\/www.capgemini.com\/au-en\/?post_type=press-release&#038;p=542208"},"modified":"2025-04-10T10:24:02","modified_gmt":"2025-04-10T10:24:02","slug":"capgemini-expands-strategic-partnership-with-google-cloud-to-revolutionize-cx-across-industries-with-agentic-ai","status":"publish","type":"press-release","link":"https:\/\/www.capgemini.com\/au-en\/news\/press-releases\/capgemini-expands-strategic-partnership-with-google-cloud-to-revolutionize-cx-across-industries-with-agentic-ai\/","title":{"rendered":"ÎÚÑ»´«Ã½ expands strategic partnership with Google Cloud to revolutionize CX across industries with agentic AI"},"content":{"rendered":"\t\t<div class=\"wp-block-cg-blocks-cg-block-hero-press-release\">\n\t\t\t<header class=\"header-hero-press-release\" role=\"main\" id=\"main-content-press-release\">\n\t\t\t\t<div class=\"container\">\n\t\t\t\t\t<div class=\"hero-press-release\">\n\t\t\t\t\t\t<div class=\"hero-press-release-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t<div class=\"col-12\">\n\t\t\t\t\t\t\t\t\t<div class=\"header-title\">\n\t\t\t\t\t\t\t\t\t\t<h1>\n\t\t\t\t\t\t\t\t\t\t\tÎÚÑ»´«Ã½ expands strategic partnership with Google Cloud to revolutionize CX across industries with agentic AI\t\t\t\t\t\t\t\t\t\t<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"header-description\">\n\t\t\t\t\t\t\t\t\t\t<p><\/p>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"header-date\">\n\t\t\t\t\t\t\t\t\t\t<span>09 Apr 2025<\/span>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"hero-press-release-downloads\">\n\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6 col-lg-3\">\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"download-item\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/04\/04_09_ÎÚÑ»´«Ã½-News-Alert_Google-Cloud-Agentic-AI.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Opens in a new window\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-icon\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-details\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-title\">Download news alert<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"download-props\">128 KB  pdf<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/header>\n\t\t<\/div>\n\t\t\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p><strong>Paris, April 9, 2025 \u2013 <\/strong><a href=\"https:\/\/www.capgemini.com\/\"><strong>ÎÚÑ»´«Ã½<\/strong><\/a><strong> today announced a strategic agentic AI initiative with Google Cloud to&nbsp;transform customer experience (CX) into a key value driver for clients. Building on its existing partnership, ÎÚÑ»´«Ã½ will create industry-specific agentic AI solutions designed to handle customer requests across all communication channels (web, social, phone etc.) and improve employee productivity. Underpinned by Google Cloud\u2019s AI technology, ÎÚÑ»´«Ã½ will develop bespoke solutions designed to enhance customer services with intelligent automation and deep customer&nbsp;insights, enabling organizations to deliver more personalized, efficient, and effective CX to elevate brand perception, increase loyalty, and drive revenue growth.&nbsp;<\/strong><\/p>\n\n\n\n<p>A recent report by the ÎÚÑ»´«Ã½ Research Institute found that although customer service is considered strategically important, less than half of organizations feel prepared to integrate AI and generative AI into the function.<a id=\"_ftnref1\" href=\"#_ftn1\"><sup>[1]<\/sup><\/a>\u00a0 Recognized as the Global Industry Solution Partner of the Year 2025 by Google Cloud, ÎÚÑ»´«Ã½ will combine its deep industry expertise and technical capabilities to develop solutions powered by <a href=\"https:\/\/cloud.google.com\/products\/agentspace\" target=\"_blank\" rel=\"noreferrer noopener\">Google Agentspace<\/a> and Customer Engagement Suite with Google AI. This will accelerate adoption of secure, trusted agentic AI capabilities that are interoperable with a client\u2019s existing technology infrastructure and can support a variety of industry and regulatory needs. The agentic AI solutions will be designed to significantly optimize business processes and unlock commercial value by enhancing organizations\u2019 own search capabilities, automating complex workflows, as well as understanding and proactively anticipating customer needs.<\/p>\n\n\n\n<p><em>\u201cÎÚÑ»´«Ã½ is entering the next phase of its strategic partnership with Google Cloud and this new collaboration <\/em><em>focuses on driving revenue for our clients by elevating customer service to a strategic value driver in industries where CX is paramount<\/em><em>,\u201d <\/em>said Fernando Alvarez, Chief Strategy and Development Officer and Group Executive Board Member at ÎÚÑ»´«Ã½. \u201c<em>The customer service function is 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. By understanding the potential of agentic AI and the business realities of our clients, we\u2019re expertly placed to maximize its value and deliver genuine impact.\u201d<\/em><\/p>\n\n\n\n<p>&#8220;<em>Businesses require a combination of 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 ÎÚÑ»´«Ã½ will provide clients with AI solutions that drive long-term value across industries<\/em>,\u201d said Kevin Ichhpurani, President, Global Partner Organization, Google Cloud.<\/p>\n\n\n\n<p>Primarily focused on telco, retail, and financial services, the partnership is intended to expand into further industries such as life sciences and utilities, with a goal of accelerating business outcomes by enabling customer services transformation. This includes areas such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Improving productivity in telco:\u00a0<\/strong>New solutions to optimize call routing and resolution in contact centers by leveraging conversational AI to improve intent and understanding, increase call containment and assist agents. Organizations can benefit from reduced handling time and improved first-call resolution rates, while human agents are freed-up to focus on higher value tasks. ÎÚÑ»´«Ã½\u2019s <a href=\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/customer-service-transformation\/\">research<\/a> finds that around 9 in 10 organizations using gen AI are already seeing improved first contact resolution rates or expecting to see this benefit in the future.<sup>1<\/sup><\/li>\n\n\n\n<li><strong>Personalizing CX in retail: <\/strong>AI agents to help better personalize shopping experiences by using AI to analyze customer data and provide tailored product recommendations, promotions, and support interactions across all channels (online, in-store, mobile).&nbsp;<\/li>\n\n\n\n<li><strong>Enhancing security in financial services&nbsp;<\/strong>Using Google Cloud\u2019s AI, financial services clients can improve risk assessment and fraud detection with agents that analyze customer transactions and identify suspicious patterns, improving security and regulatory compliance.<\/li>\n<\/ul>\n\n\n\n<p>Google Cloud\u2019s new Agent2Agent interoperability protocol will enable AI agents to successfully communicate with one another, safely exchange information, and coordinate actions no matter which platform they are running on or built on top of. As agentic AI becomes more widely adopted, this protocol will ensure agent functionality across diverse and separate data sources and applications.<\/p>\n\n\n\n<p>Google Cloud recognizes ÎÚÑ»´«Ã½ as a trusted partner for driving clients\u2019 large-scale transformation, with the company winningthree Google Cloud Partner of the Year awards in 2025. The awards celebrate ÎÚÑ»´«Ã½\u2019s expertise in creating compelling solutions that make an impact for joint clients worldwide:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Global Industry Solutions Partner of the Year<\/li>\n\n\n\n<li>Global Industry Solutions Partner of the Year for Sustainability<\/li>\n\n\n\n<li>Country Partner of the Year in Denmark<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><a href=\"#_ftnref1\" id=\"_ftn1\"><sup>[1]<\/sup><\/a> \u201cUnleashing the value of customer service: The transformative impact of Gen AI and Agentic AI\u201d, ÎÚÑ»´«Ã½ Research Institute, March 2025<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<div class=\"wp-block-cg-blocks-cg-block-related-content\"><section class=\"relatedContentBlock\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"related-content-heading\">Related news<\/h2><\/div><div class=\"row relatedContent\"><div class=\"col-lg-4 col-md-6 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