It’s changing – for the better – how companies connect with their customers. It’s helping businesses to reduce their operational costs. And it’s supporting those same organisations to provide higher-quality work to their staff by removing the repetitive and sometimes mundane tasks. It is, of course, artificial intelligence, or AI.
At Capita, we’ve been focused on unlocking the transformative potential of AI – and particularly Generative AI – to improve the delivery of complex processes at scale, whether for commercial businesses or for government. Drawing on the expertise of the highest calibre AI engineers and partnering with technology hyperscalers such as Microsoft, ServiceNow, Salesforce and AWS, we’re developing efficient, ethical and impactful solutions which now underpin our operations to support better outcomes for our clients.
Each of these solutions has been designed so you can unlock the most valuable opportunities for your organisation, with the reassurance of a trusted, expert and responsible partner throughout.
Discover how our AI solution AgentSuite is already transforming outcomes for Southern Water, their customers and our contact centre colleagues. ⤵
Using AI we’ve been able to reduce contact centre handling times, transform training for the Royal Navy and at the Fire Service College, and accelerate recruitment for the British Army.
Our products - CapitaContact, AgentSuite and Capita Accelerate - are already unlocking productivity, transforming customer and citizen experience, and driving efficiency to reduce delivery costs.
CapitaContact
Single, integrated agent platform powered by Amazon Connect
AgentSuite - Call Sight
Generates insight from daily analysis of calls to automate quality assurance
AgentSuite - Agent Assist
Gen AI summarises past calls and other key information to speed up interactions
Capita Accelerate
Safe, secure natural language processing tool to analyse and process information at speed
30%
➥ How much our AI solution Capita Accelerate reduced processing times for 30,000 Army applicant medical records
20%
➥ How much our AgentSuite Gen AI solution has reduced average call handling times for clients
We’re using AI to create better outcomes for our clients, from streamlining content for corporate learning and using virtual reality within our firefighting training, to augmenting the delivery of customer services and processing Army applicant medical records.
Spotlight on...
Reducing caller waiting times for the London Borough of Barnet
We’ve successfully piloted CapitaContact with the London Borough of Barnet, with the direct routing of enquiries to reduce caller waiting times, including prioritisation for vulnerable callers and offering a seamless, simplified citizen experience.
CapitaContact has enabled a more proactive and personalised approach to supporting our residents when they call our contact centre. We look forward to leveraging future automation capabilities to allow us to prioritise resources to those residents who need additional support. Through enhancing the caller experience, we have enabled the service teams to focus on activity of a more complex nature.
Our partnerships with best-in-class technology partners, including Microsoft, ServiceNow, Salesforce and AWS provide our clients with the reassurance of hyperscaler expertise and innovation in AI and Generative AI, coupled with our unrivalled expertise in business process services and customer experience to support businesses and the public sector to achieve exceptional outcomes:
Our clients and their customers entrust Capita to hold, manage and process some of their most valuable and sensitive data which is why, as we work to deploy AI and Generative AI products to improve customer outcomes, we’re steadfast in our commitment to using AI responsibly, taking the lead to build a wholly transformed company that delivers leading and safe AI solutions.
To achieve this, we’ve established our AI principles, a Generative AI Oversight Committee and provide continuous training on the responsible use of AI.
Find out more about our AI principles and our Generative AI Oversight Committee:
We’re committed to applying AI to improve job satisfaction and experiences for our employees. Living by our principle to use AI to ‘augment humans’, we’re enhancing roles by removing repetitive tasks and streamlining workflows so our people are empowered to work smarter and have more time for creative, human-centric tasks.
Building an expert, trusted workforce
With the launch of a new AI training Academy in partnership with Multiverse, we’re delivering AI apprenticeships for more than 100 colleagues focused on leveraging AI responsibly to drive business outcomes.
And our AI strategy is being led by one of the most knowledgeable specialists in the technology sector: Sameer Vuyyuru is overseeing our AI, product and solution strategy, leveraging our hyperscaler relationships to deliver scalable, repeatable AI solutions.
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.