PwC Launches Agentic AI-Powered Contact Center Built on Salesforce Technologies to Redefine Customer Engagement

New AI-first model designed to drive cost savings, efficiency, and customer experience gains at scale

PwC today announced the launch of its Agentic AI-Powered contact center offering created in collaboration with Salesforce. This next-generation model enables enterprises to deliver seamless, AI-powered customer engagement while driving measurable improvements in satisfaction, efficiency, and growth.

The offering leverages Salesforce's Agentforce Service, integrating conversational AI, predictive ordering, and unified customer data to create intelligent, AI-first interactions. Acting as the orchestrator, PwC designs, builds, and operates the transformation — embedding security, ethics, and measurable outcomes into every deployment.  

“Our alliance with Salesforce allows us to bring transformative solutions to market that deliver measurable outcomes,” said Patrick Pugh, PwC Global and US Alliances Leader. “With this new AI-powered offering, we’re helping clients reimagine customer engagement in a way that is both scalable and sustainable.”

Reimagining Customer Engagement

A large, multinational company is working with PwC and Salesforce to reimagine how it engages millions of customers across its global operations. With a vast global network of call centers, the company faced challenges of fragmentation, legacy systems, and inconsistent customer experiences. Through this collaboration, the company is laying the foundation for a unified, AI-powered model that will help transform how service is delivered.

By consolidating platforms, enhancing operations, and embedding automation with Agentforce, the company is driving meaningful efficiency gains and creating a more seamless, scalable customer experience — serving as a prime example of how organizations can modernize and unify contact center operations at scale.

“With Agentforce Service, we're empowering service representatives with conversational AI and unified customer data, significantly boosting their productivity and elevating assisted service to the next level of engagement," shared Kishan Chetan, EVP and GM, Agentforce Service, Salesforce. "Together with PwC, we’re creating a repeatable model for customer transformation that any enterprise can scale.” 

Driving Impact Across Industries

Across industries, PwC’s Agentic AI-Powered contact center offering has the potential to help deliver measurable improvements in customer experience and operational efficiency. Enterprises adopting this AI-first model could see:

• Projected 70-80% cost reduction over five years through Agentic AI workflows coupled with AI augmentation for workforce and necessary operating model enablers

• 10-15% enhancement in CSAT

Together, PwC and Salesforce are helping transform customer service from a cost center into a growth engine, enabling enterprises to innovate faster, scale securely, and deliver greater results for their customers and their business.  

About PwC

At PwC, we help clients build trust and reinvent so they can turn complexity into competitive advantage. We’re a tech-forward, people-empowered network with more than 370,000 people in 149 countries. Across audit and assurance, tax and legal, deals and consulting we help clients build, accelerate and sustain momentum. Find out more at www.pwc.com. 

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