PwC US has introduced new agentic contact and service solutions, developed with OpenAI, to help organizations modernize customer engagement and customer service operations. The offering combines PwC's industry expertise with OpenAI's frontier AI models to enable enterprises to build AI-powered customer experiences that improve operational efficiency while delivering faster, more personalized support.
The launch reflects a growing enterprise focus on integrating AI across customer-facing functions, creating a connected front-office model that unifies marketing, sales, commerce, and customer service.
PwC US has unveiled agentic contact and service solutions developed in collaboration with OpenAI to help organizations transform customer engagement through AI-powered front-office operations. The solutions combine PwC's customer transformation and implementation expertise with OpenAI's advanced AI models to modernize service operations and create more intelligent customer experiences.
By connecting marketing, sales, commerce, and service within a unified operating model, the platform enables organizations to improve collaboration across customer-facing teams while enhancing service delivery throughout the customer journey.
"Customer expectations continue to evolve, placing greater demands on organizations to deliver relevant, responsive, and seamless experiences at every interaction," said Ian Kahn, Customer & Commercial Excellence Platform Leader, PwC US. "By combining advanced AI capabilities with deep industry knowledge and transformation experience, we're helping clients modernize customer service operations, improve productivity and create more intelligent, choreographed experiences that drive measurable business outcomes."
At the center of the new offering is PwC's AI-powered voice and digital agent capability, developed alongside OpenAI. Built using OpenAI's multimodal APIs, the solution enables more natural, context-aware conversations capable of understanding customer intent, taking action, and continuously improving over time.
The AI-powered approach helps organizations reduce service complexity while allowing customer service teams to dedicate more attention to situations that require human judgment, empathy, and trust.
PwC is among the first organizations working closely with OpenAI to bring these capabilities to enterprise customers. The collaboration focuses on translating advanced AI technologies into scalable solutions for customer service operations, contact centers, and broader commercial functions.
"PwC brings the industry expertise, transformation experience, and enterprise delivery capabilities needed to turn AI ambition into measurable outcomes," said Colleen Kapase, Vice President of Strategic Global Partnerships and Ecosystems, OpenAI. "Through the OpenAI Partner Network, we're working with partners like PwC to help organizations deploy agentic AI in real-world service environments, creating more connected, responsive, and intelligent experiences for customers while driving greater impact across the front office."
To support enterprise adoption, PwC has established a dedicated Agentic Contact and Service Solutions Center of Excellence (CoE) with OpenAI. The initiative brings together AI specialists, engineers, customer service professionals, and industry experts to accelerate innovation, expand solution development, and enable faster implementation across industries.
The collaboration aims to help organizations embed AI into core business processes, improving operational efficiency while delivering more responsive, intelligent, and trusted customer experiences.
At PwC, we help clients build trust and reinvent so they can turn complexity into a competitive advantage. We're a tech-forward, people-empowered network with more than 364,000 people in 136 countries and 137 territories. 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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