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Transforming service from a cost center into a growth engine.
The Agentic Contact Center
The future of service is agentic, and it’s redefining how enterprises operate. PwC’s Agentic Contact Center, built on Salesforce Agentforce, brings humans and AI agents together to deliver faster, smarter, and more personalized support at scale. While the contact center is the frontline, our approach extends across the service ecosystem — from HR and IT to Field Service — helping organizations embed intelligence and agility wherever service happens.
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PwC and Salesforce: Redefining Service with Agentic AI
What makes it different
PwC’s approach combines AI innovation, operating model transformation, and responsible governance to create an intelligent service ecosystem — one that’s built for speed, scale, and trust across each interaction.
These capabilities are supported by a unified Agentforce architecture — integrating seamlessly with CRM platforms, core systems, communications tools, and cloud infrastructure across leading hyperscalers. We help you unify data, orchestrate AI workflows and automation, and deliver consistent, brand-aligned service with speed and reach.
Our Agentic Contact Center capabilities include:
- Proactive case deflection: Predict issues and resolve them before customers reach out.
- Automated case orchestration: Streamline processes across platforms for real-time resolution.
- Intelligent agent assist: Empower human agents with live GenAI-driven insights and guidance.
- Zero-touch wrap-up: Reduce manual after-call work through auto-summarization and tagging.
- Agentic supervision and intervention: Enable leaders to monitor, coach, and enhance AI-human collaboration.
- Omnichannel orchestration: Deliver seamless service across voice, chat, messaging, and portals, driving consistency and continuity across the customer journey including increasing self-service resolution.
- Data unification: Connect siloed systems to activate insights, fuel AI, and drive smarter service decisions.
Industry impact in action
See how leading organizations are transforming service and engagement across industries — using AI, data, and automation to speed resolution, enhance customer and patient experiences, and modernize the way work gets done.
- PepsiCo: Scaling service with Responsible AI
- Wyndham Hotels & Resorts: Empowering franchisees through AI Agents
- Adventist Health: Reducing call times, elevating care
- Leading Healthcare System: Personalizing patient engagement with AI
- Rush University System for Health: Building an Agentic patient experience
PepsiCo: Scaling service with Responsible AI
At PepsiCo, PwC and Salesforce are helping reimagine customer engagement through a connected, data-driven service ecosystem. This collaboration exemplifies how trusted data, unified platforms, and Responsible AI come together to power enterprise-wide transformation — enabling PepsiCo to anticipate needs, improve decision-making, and deliver consistent experiences across each customer touchpoint.
Wyndham Hotels & Resorts: Empowering franchisees through AI Agents
To elevate the guest experience, Wyndham Hotels & Resorts is using AI to enhance franchisee support. With PwC’s help, Wyndham is reducing friction, improving response times, and lowering service costs — making customer care smarter, faster, and more scalable.
Adventist Health: Reducing call times, elevating care
Adventist Health worked with PwC to deploy a unified CRM and intelligent service workflows that support whole-person care. The transformation led to fewer referral errors, faster resolutions, and a measurable boost in patient satisfaction.
Leading Healthcare System: Personalizing patient engagement with AI
PwC helped a national healthcare provider reimagine patient service with AI-powered personalization, omnichannel coordination, and automation. The result? Better outcomes, lower costs, and a more seamless care experience.
Rush University System for Health: Building an Agentic patient experience
Rush tapped PwC to activate Agentforce and create a 360-degree view across contact centers and marketing. The team delivered real-time insights, reduced call volumes, and personalized service at scale, laying the foundation for a smarter, more connected health system.
Designed for measurable outcomes
Each element of our model is built to deliver tangible results — from faster handle times and improved customer satisfaction and engagement to a more efficient, empowered workforce. While the metrics vary by organization, PwC’s experience across industries demonstrates the transformative impact of an agentic model: reduced operational friction, enhanced personalization, and greater adaptability and long-term service performance.
See what’s possible with Agentic AI
How does agentic service transformation look in practice? From proactive healthcare engagement to dynamic retail support, these short videos showcase how AI agents are changing the way service happens with faster resolutions, always-on support, and AI-powered engagement across industries.
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Our difference
PwC delivers outcomes, not just AI tools. We combine deep industry expertise, Responsible AI, and a library of pre-built AI and Agentforce assets to accelerate time to value across sectors.
Whether you're improving existing operations or designing an AI-native model from the ground up, we align people, data, and platforms to help create a modular, scalable, and trusted agentic service ecosystem.
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