Wire · opportunities
Why PwC and OpenAI Are Betting Big on Agentic Customer Service
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Fusion42 · 17 July 2026 · Fusion42 review
PwC and OpenAI have launched agentic customer service solutions that move beyond rule-based IVR systems to deploy AI agents capable of understanding intent, taking action, and resolving issues without escalation. PwC has established a joint Center of Excellence with OpenAI to accelerate enterprise deployment and close the gap between proof-of-concept and production.
This Wire brief sits within Fusion42's coverage of AI Agents and Enterprise Software.
◆ ◆ The Wire takeaway
If you're selling contact centre software, your deflection-focused playbook is now obsolete. PwC and OpenAI have just proven resolution-capable agents work at scale, and every enterprise customer will now demand they do the same—or your product becomes a feature inside theirs.
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1 source · 17 Jul 2026
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