News
The Gist
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AI-driven transformation. PwC and Salesforce launch AI-powered contact center model for enterprises.
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Operational efficiency focus. Unifies platforms to cut costs and improve customer satisfaction.
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Enterprise impact. Senior IT and operations leaders could achieve scalable service enhancements and measurable ROI.
PwC announced the launch of its Agentic AI-Powered contact center offering created in collaboration with Salesforce on Oct. 13. The solution aims to help enterprises deliver AI-powered customer engagement while driving improvements in satisfaction, efficiency and growth.
The offering leverages Salesforce's Agentforce Service, integrating conversational AI, predictive ordering and unified customer data. According to company officials, PwC designs, builds and operates the transformation — embedding security, ethics and measurable outcomes into every deployment.
Table of Contents
- Impacted Audiences for AI-Powered Contact Center
- The New Contact Center Equation: AI + Human Insight
- Conversational AI Meets Customer Data
- PwC-Salesforce Contact Solution Capabilities
- PwC Background
Impacted Audiences for AI-Powered Contact Center
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Enterprise contact center operations leaders
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Chief Information Officers and IT decision makers
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Customer experience executives
The New Contact Center Equation: AI + Human Insight
Contact centers are undergoing a fundamental transformation as businesses seek to overcome labor challenges, rising customer expectations and legacy technology limitations through AI-powered solutions.
The market has been rapidly evolving toward what industry experts call an "AI-first" approach, where artificial intelligence serves as the primary layer of customer interaction. This shift promises significant benefits, including enhanced customer experiences, increased efficiency and substantial cost savings. Recent reports indicate that AI-powered contact centers can automate routine tasks, provide personalized interactions and enable proactive customer support through predictive analytics.
Salesforce has been at the forefront of this transformation with its Agentforce platform, which according to company officials, represents "the most important thing we've done at Salesforce." The platform has evolved rapidly, with multiple iterations introducing capabilities like autonomous AI agents that work alongside human employees, unified customer data and conversational AI.
PwC, a global professional services firm with extensive experience in business transformation, has recognized this market shift toward AI-powered customer service solutions that can deliver measurable business outcomes while maintaining human oversight and governance.
Conversational AI Meets Customer Data
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.
- Kishan Chetan, EVP and GM, Agentforce Service
Salesforce
PwC-Salesforce Contact Solution Capabilities
According to PwC, the new offering aims to transform customer service operations.
| Capability | Description |
|---|---|
| Conversational AI | Enables natural language interactions with customers. |
| Predictive ordering | Anticipates customer needs based on data patterns. |
| Unified customer data | Consolidates information for more personalized service. |
| Agentic AI workflows | Helps reduce costs by 70–80% over five years, according to PwC. |
| AI augmentation | Supports human agents with AI-powered assistance. |
PwC Background
A global professional services firm, primarily serving enterprise executives and government leaders, PwC was formed in 1998 through the merger of Price Waterhouse and Coopers & Lybrand, both with origins dating back to the 19th century in London.
Service Portfolio
The company provides audit and assurance, tax advisory, consulting and risk management services. Its offerings include digital transformation, cybersecurity, data analytics and environmental, social and governance (ESG) advisory. The firm also supports clients with regulatory compliance and business strategy, leveraging industry-specific expertise.
Market Position
As one of the so-called Big Four, which also includes Deloitte, Ernst & Young (EY), and KPMG, the firm operates in more than 150 countries. It typically serves large multinational corporations, public sector organizations and regulated industries. Its client base often includes chief financial officers, chief executive officers and board members seeking guidance on complex business challenges. The partnership structure means it is owned by its partners rather than external shareholders.
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