I’m thrilled to have joined the Capita team, and I’m incredibly excited about the ways we can apply AI to our business to redefine the traditional business processing market and modernise the delivery of private and public sector services.
I am acutely aware of how AI will transform Capita’s business model, and of the responsibility we have to ensure AI safely and ethically benefits our clients and their customers, the citizens who use Capita-powered public services, and our 41,000 people working across eight countries.
The applied AI wave
We’ve seen many waves of disruption due to step-changes in core technology over time. Each has spawned giants and enabled entrants to grow; first Amazon Retail was created in 1995, followed by Google in 1998, then AWS in 2006, and Apple launched the iPhone in 2007.
But I’ve yet to see a wave as big as the current wave of applied AI. A recent McKinsey report forecast that artificial intelligence software and services could grow from $85 billion in 2022 to $1.5 trillion in a lower range of scenarios in 2040, and to $4.6 trillion in a higher range of scenarios, a CAGR of 17 to 25 percent.
And how we apply AI will be critical in determining our success.
I’ve joined Capita because I believe that traditional Business Process Outsourcers (BPOs) have the greatest opportunity to benefit from this new wave. Yet, they also face some of the greatest risks if they don’t embrace the opportunities tech brings.
It’s clear we are now moving from Software-as-a-Service (SaaS) to Service-as-Software (SaS), which leverages AI to automate and enhance service delivery, making it more efficient and scalable. I believe that the Service-as-Software value chain is being created right now, and the most valuable competency in this value chain is having an intimate knowledge of a client’s business process. Capita has this knowledge across so many clients in both the private and public sectors, and this is a huge strength for us.
Moreover, AI is now recognised as a foundation of national security and economic growth, and the UK is ahead of most countries having leaned in early to create a framework that simplifies governmental and defence adoption of Applied AI. There is great potential to use AI to deliver public services more efficiently, and I believe BPOs have an opportunity to partner with the UK government on this work.
So where does Capita fit in this new world?
In today's world, accessing critical public and private sector services efficiently, ethically, and effectively is crucial. By combining people, processes, and technology, Capita is uniquely positioned to enhance the delivery of complex government and business processes at scale, creating better end user experiences. My focus at Capita will be on identifying drivers of value, both digital and physical, to apply AI, and to build a scalable platform that is easy for our clients to use.
We are already using AI to improve job satisfaction and experiences for our employees. Our principle is to "augment humans," empowering our people by enhancing their roles, not replacing them. AI helps our teams work smarter by removing repetitive tasks and streamlining workflows – and we’re investing in upskilling our employees with AI skills to prepare them for the future.
Our employees' knowledge is our differentiator. They understand our clients' needs, and we have built trust over decades. Our goal is to enhance this knowledge with responsible AI. We will leverage investments from tech partners rather than building our own infrastructure, using tools like Anthropic, Cohere, Gemini, Titan, Llama, Bedrock, and Agentforce.
Our strategy is to evolve Capita into a better company, building on our strengths and focusing on what we do best. We aim to deliver a future where technology and human ingenuity create unparalleled value for our clients, our people, and society.
This is an untrodden yet exciting path for Capita. By making this transition I believe we can deliver huge benefits for our clients, their customers, our people and investors. Applied AI is our future, and my goal is to make Capita as the best implementor of responsible human-in-the-loop applied AI for the clients we serve.
Sameer Vuyyuru
Chief AI and Product Officer
Sameer is responsible for overseeing and accelerating Capita’s AI, product and solution strategy and leveraging our hyperscaler relationships. Delivering scalable, repeatable AI solutions underpins Capita’s strategy to deliver better client outcomes. Sameer brings over 25 years’ experience in the global technology sector including, most recently, his role at Amazon Web Services (AWS) as Director, Global Solutions and Partnerships, Telco and Edge Strategy, as well as senior roles with Comtech, Semtech, Intersil and Texas Instruments.
