Capita aims to enhance CX and staff skillset in 100-strong AI Academy

Capita has launched a new AI training Academy in partnership with Multiverse, delivering AI apprenticeships for more than 100 colleagues focused on leveraging AI responsibly to drive business outcomes.

The AI Academy is part of a drive from Capita to grow client satisfaction, alongside developing a team of AI-literate specialists who can provide ethical counsel in the area.

The training will be delivered by Multiverse, a tech company delivering high-quality training through applied learning, to Capita colleagues delivering for clients across both its Public Service and Customer Experience divisions. Multiverse has trained more than 16,000 apprentices in data and digital skills since 2016.

Each of the Capita employees will undergo a 13-month ‘AI for Business Value’ level-4 apprenticeship programme, which trains people in identifying business value gains that can be achieved through using AI, and how to execute AI projects ethically.

In addition to the establishment of a leading AI-focused taskforce across the business, Capita hopes to reduce manual processes that will improve accuracy and allow colleagues to focus on performance-driving activity that is conducive to greater career satisfaction.

The 100-strong team of AI apprentices will also be deployed to unlock new correlative understandings between data and impact and implement a culture of continuous improvement in all areas.

Adolfo Hernandez, CEO of Capita, said: “We are committed to delivering high-quality customer experiences, driven by passionate and high-skilled employees, and we’re confident that our AI Academy partnership with Multiverse will allow us to elevate both. 

“Every business is looking to step ahead of the AI curve, but ensuring a business does so ethically and responsibly requires people-centred initiatives and knowledge, which we believe will be delivered and deployed with our new apprentices.” 

The partnership is the latest in a series of new initiatives by Capita to enhance its AI capability, improve its offering in the market, and upskill colleagues in the use of AI technology.

Olivia Lory Kay, Director of Performance and Partnering, joined the programme in June. She said: “I’ve been impressed by the depth and rigour of the programme, which takes a targeted, practical approach to delivering AI for business value with plenty of pivot points to expand thinking and stretch horizons, including my own career development. We have some brilliant capability in our cohort and the opportunity to share knowledge and thinking is already sparking ideas for new applications.”

Scott Hill, Chief People Officer at Capita, said: “We know the skills needed to succeed in the workplace are undergoing a huge transformation, and we want to work in tandem with our people to ensure they're equipped to thrive in this new world.

“Enabling access to world-class training in AI is just one of the ways we ensure our teams have the skills and capabilities not only to thrive in their role, but to drive forward their careers.

“We all take value from learning new skills, and I can't wait to see the benefits our colleagues will see from this programme."

Multiverse is a new tech-first institution that combines work and learning to unlock economic opportunity for everyone. It works with more than 1,500 organisations to close critical skill gaps in the workforce in AI, data and tech, through a new kind of apprenticeship.

Euan Blair, CEO at Multiverse said: "Capita plays a crucial role across a number of core sectors, who are reliant on its capabilities and services. By equipping teams with AI skills and confidence, Capita and its clients are ideally placed to harness the potential of ethical, accurate and efficiency-boosting AI.”