PwC US and OpenAI Launch Agentic Customer Service Solutions

PwC US has launched new agentic contact and service solutions developed with OpenAI to help organizations transform customer engagement and service operations, announced in a press release.

The offering integrates marketing, sales, commerce, and service functions within an AI-enabled operating model. It combines PwC's industry and customer transformation expertise with OpenAI's frontier models to enhance customer service operations, increase efficiency, and reduce costs while supporting more connected and responsive service experiences.

At the center of this solution is PwC's AI-powered voice and digital agent capability, built with OpenAI multimodal APIs. The system enables context-aware conversations that can interpret customer intent, execute actions, and improve over time. This approach aims to deliver more natural, human-like interactions while improving the operational efficiency of customer-facing teams.

PwC has also established a dedicated Center of Excellence for agentic contact and service solutions in collaboration with OpenAI. The center brings together specialists in AI, engineering, and customer service to accelerate deployment and adoption of these capabilities across industries.