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

PwC has launched its Agentic AI-Powered Contact Center. This was developed with Salesforce. It helps businesses improve customer engagement using smart automation and data insights. This new model helps organizations provide smooth, personalized customer interactions. It uses Salesforce’s Agentforce Service. It also boosts satisfaction, efficiency, and business growth.

The Agentic AI-Powered Contact Center combines conversational AI, predictive tools, and customer data. It’s all in one easy-to-use system. PwC leads the transformation. They design, build, and operate the solution. Trust, ethics, security, and measurable results are part of every deployment stage.

“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 global enterprise is teaming up with PwC and Salesforce. They aim to change how it connects with millions of customers around the world. The company previously grappled with fragmented systems, siloed operations, and inconsistent service experiences. This collaboration is creating an AI-powered contact center. It aims to streamline workflows, boost customer satisfaction, and enhance operational agility.

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By combining platforms and updating processes, the organization is boosting efficiency. With Agentforce, they also add automation. This makes their service model stronger and easier to scale. This example underscores how enterprises can modernize legacy systems and deliver consistent, high-quality experiences 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,” said 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 Measurable Impact Across Industries

PwC’s Agentic AI-Powered Contact Center is designed to transform customer service into a strategic growth driver. Enterprises adopting this model can expect:

• Save 70–80% in costs over five years with AI workflows and smart automation.
• 10–15% boost in customer satisfaction (CSAT) scores with quicker, more tailored service.

This partnership between PwC and Salesforce shows how AI and data can change contact centers. They can shift from being costly operations to agile, scalable, and value-creating engines. The companies are setting a new standard for AI-driven customer engagement. They assist businesses in innovating rapidly, ensuring safety, and delivering clear outcomes for customers and profits.