Friday, October 17, 2025
PwC has announced the launch of its Agentic AI-powered contact center offering, developed in collaboration with Salesforce. This next-generation solution is designed to help enterprises deliver intelligent, AI-driven customer interactions while achieving measurable improvements in efficiency, satisfaction, and business growth.
The new offering integrates Salesforce’s Agentforce Service, which combines conversational AI, predictive ordering, and unified customer data to create smarter, AI-first customer experiences. Acting as the transformation orchestrator, PwC manages the design, implementation, and operations, ensuring every deployment is infused with security, ethical governance, and quantifiable results.
Patrick Pugh, PwC’s Global and US Alliances Leader, stated, “Our alliance with Salesforce allows us to bring transformative solutions to market that deliver measurable outcomes. With this new AI-powered offering, we’re helping clients reimagine customer engagement in a way that is both scalable and sustainable.”
PwC and Salesforce are already collaborating with a major multinational enterprise to reshape how it connects with millions of customers worldwide. The organization, which manages a vast network of contact centers, struggled with fragmented systems, outdated infrastructure, and inconsistent customer experiences. Through this partnership, it is now implementing a unified, AI-powered engagement model that enhances operational efficiency and consistency at scale.
By consolidating technology platforms, embedding automation, and streamlining workflows with Agentforce, the company is achieving substantial performance gains. This initiative showcases how global organizations can modernize and unify contact center operations using AI to deliver a seamless, scalable, and customer-centric experience.
Kishan Chetan, EVP and GM of Agentforce Service at Salesforce, shared, “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. Together with PwC, we’re creating a repeatable model for customer transformation that any enterprise can scale.”
PwC’s Agentic AI-Powered contact center offering holds immense potential across industries, delivering measurable improvements in customer satisfaction and operational performance. Early projections show that enterprises adopting this AI-first approach could achieve:
70–80% cost reduction over five years through AI-augmented workflows and optimized operating models
10–15% improvement in CSAT scores
Together, PwC and Salesforce are redefining customer service—transforming it from a traditional cost center into a strategic growth engine, enabling enterprises to innovate faster, scale securely, and deliver greater value to their customers.
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