Capgemini & Google Cloud unite for AI customer solutions

Capgemini has announced a new collaborative initiative with Google Cloud to develop agentic AI solutions aimed at improving customer experiences across various sectors.

Building on their established partnership, Capgemini and Google Cloud plan to leverage AI technology to create tailored solutions that address customer inquiries through multiple communication platforms, including web, social media, and mobile. These solutions will be grounded in Google Cloud's technology, providing automated customer services and valuable insights to deliver more personalised, efficient customer experiences.

A report from the Capgemini Research Institute highlights that while customer service is deemed important, less than half of organisations feel prepared to incorporate AI into their core functions. Capgemini, recognised as the Global Industry Solution Partner of the Year 2025 by Google Cloud, aims to use their expertise in the field to foster the implementation of agentic AI in line with various industry regulations and technology structures.

The AI solutions being developed by Capgemini are intended to optimise business processes, enhance search capabilities, automate complex workflows, and proactively anticipate customer needs.

Fernando Alvarez, Chief Strategy and Development Officer and Group Executive Board Member at Capgemini, stated, "Capgemini is entering the next phase of its strategic partnership with Google Cloud and this new collaboration focuses on driving revenue for our clients by elevating customer service to a strategic value driver in industries where CX is paramount. The customer service function is undergoing a transformative shift as business leaders increasingly recognise its importance in unlocking commercial potential. Agentic systems can play a key role in this, and the future of customer service will require a strategic blend of human and virtual agents, enhanced by generative and agentic AI. By understanding the potential of agentic AI and the business realities of our clients, we're expertly placed to maximise its value and deliver genuine impact."

Kevin Ichhpurani, President, Global Partner Organisation at Google Cloud, remarked, "Businesses require a combination of technical expertise and advanced technology to fully realise the benefits of agentic AI within their current IT infrastructure. Through Agentspace and our new Agent2Agent interoperability protocol, our partnership with Capgemini will provide clients with AI solutions that drive long-term value across industries."

The collaboration is initially targeting sectors such as telecoms, retail, and financial services, with plans to expand into life sciences and utilities. This venture aims to enhance customer service and expedite business results.

Enhancements in the telecom sector are to be achieved through improved call routing and resolution in contact centres by integrating conversational AI to assist agents, allowing human workers to focus on significant tasks while increasing efficiency and reducing handling time.

In retail, AI agents will personalise customer interactions using data-driven recommendations and support, tailored for various shopping channels.

For financial services, the AI applications will enhance security, improving risk assessment and fraud detection by analysing customer transactions for suspicious activity, thereby strengthening compliance and safety.

The use of Google Cloud's Agent2Agent protocol intends to ensure AI agents can effectively communicate across different platforms, promoting seamless information exchange and interaction among diverse data sources and applications.

Capgemini's role as a trusted transformation partner is reinforced by its recent accolades from Google Cloud, recognising its impact on client solutions globally in categories including sustainability and regional expertise.