凯捷Capgemini：2025年释放客户服务的价值：生成式AI与代理型AI的变革性影响研究报告（英文版）

The report will primarily benefit chief experience officers (CXOs), heads of customer service/customer care and heads of aftersales. It offers insight into upcoming shifts in customer service dynamics, including evolving customer expectations, and the impact of generative AI (Gen AI) and AI agents. The research seeks to understand how the customer service function can better meet the needs of customers through empowering customer service agents and yield top-line and bottom-line benefits. The