Capgemini, Genesys and ServiceNow Team Up on End-to-End Agentic CX

Capgemini has formalised a joint solution combining Genesys Cloud and ServiceNow Customer Service Management (CSM) to deliver end-to-end agentic customer service at enterprise scale.

The architecture assigns distinct roles to each platform: Genesys handles omnichannel intent detection, conversational AI, and intelligent routing; ServiceNow executes back-office workflows spanning billing, case management, and compliance. A typical use case - resolving a duplicate charge - now completes in minutes with zero human involvement.

The Australian arm of Capgemini is actively promoting the solution to local enterprises. The offering is targeted at organisations that have struggled to connect front-office AI investments with legacy back-end systems - a gap that has slowed ROI realisation for many Australian deployments.

When escalation is needed, the transfer includes full context, removing the need for customers to repeat themselves.