PwC US announced on July 15, 2026, the launch of agentic contact and service solutions developed with OpenAI, targeting the need for more responsive, intelligent customer service operations. The new offering combines AI-powered voice and digital agents with industry expertise to help organizations reimagine customer engagement across marketing, sales, commerce, and service.
The solutions integrate OpenAI's frontier models with PwC's transformation and implementation experience, aiming to modernize service operations and improve customer experiences. Ian Kahn, Customer & Commercial Excellence Platform Leader at PwC US, said, "Customer expectations continue to evolve, placing greater demands on organizations to deliver relevant, responsive, and seamless experiences at every interaction. By combining advanced AI capabilities with deep industry knowledge and transformation experience, we're helping clients modernize customer service operations, improve productivity and create more intelligent, choreographed experiences that drive measurable business outcomes."
The agentic front office approach creates what PwC calls an intelligent customer edge, giving customer-facing teams greater connection, speed, and insight across the entire customer journey. It aims to reduce cost to serve while letting human agents focus on moments that require empathy and trust.
AI-powered voice and digital agent
At the center of the offering is PwC's AI-powered voice and digital agent capability, developed alongside OpenAI. Using OpenAI's multimodal APIs, the solution enables natural, context-aware conversations that understand intent, take action, and improve over time. Colleen Kapase, Vice President of Strategic Global Partnerships and Ecosystems at OpenAI, said, "PwC brings the industry expertise, transformation experience, and enterprise delivery capabilities needed to turn AI ambition into measurable outcomes. Through the OpenAI Partner Network, we're working with partners like PwC to help organizations deploy agentic AI in real-world service environments, creating more connected, responsive, and intelligent experiences for customers while driving greater impact across the front office."
Dedicated Center of Excellence
To accelerate innovation and client adoption, PwC has established a dedicated agentic contact and service solutions Center of Excellence (CoE) with OpenAI. The CoE brings together specialists across AI, engineering, customer service, and industry domains, focusing on advancing solutions and enabling faster deployment for clients across sectors. More details about the collaboration are available on PwC's OpenAI alliance page.
Why this matters for customer support professionals
The move signals a shift toward AI agents that handle routine inquiries, freeing human agents for complex, high-judgment interactions. Customer support teams will need to adapt to managing and orchestrating these AI tools, making skills in AI oversight increasingly valuable. Professionals can explore resources like AI for Customer Support training to stay current, or an AI Learning Path for Call Center Supervisors to understand how to lead teams in an agentic AI environment.
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