PwC US has launched agentic contact and service solutions developed with OpenAI, including an AI-powered voice and digital agent capability and a dedicated PwC-OpenAI Center of Excellence. The partnership with OpenAI began in October 2025, prompted by clients seeking innovative solutions for complex service use cases as their technology platforms reach end of life. Ian Kahn, Commercial and Service Excellence Platform Leader for PwC, said the company has used the technology to transform its own business in Finance, Supply Chain, and Contact Centers, and now takes that experience to clients. PwC built a customer service platform leveraging voice, text, images, and video to capture customer signals, which are analyzed to generate next best actions. Kahn noted clients are struggling with the pace of innovation and that the best solution can be multi-platform, citing Salesforce’s Agentforce Field Service and Operations combined with a multi-modal approach as a common emerging pattern. In early results, Kahn said clients can take 30% to 50% of all interactions and move them from traditional to a self-service model that is personalised and intelligent, generating a workforce dividend for higher level activities.