Redefining traditional business processing and modernising service delivery
We understand how important it is for people to be able to access critical public and private sector services as efficiently, ethically and effectively as possible. Which is why we’re so focused on harnessing the capabilities of AI: we know that our approach of combining people, processes and technology means we’re uniquely placed to significantly improve the delivery of complex, critical government and business processes at scale, as well as to orchestrate exceptional customer experiences.
Through partnerships with best-in-class technology hyperscalers, including Microsoft, ServiceNow, Salesforce, and AWS, we’ve successfully launched several AI solutions, particularly in the field of Generative AI and they’re already unlocking productivity, transforming customer and citizen experience, and driving efficiency in delivery to reduce costs.
This is just the start. We’re using AI to better Capita first, learning and experiencing the possibilities by empowering Capita colleagues with AI solutions which help them work better, faster and smarter before we present these to our customers. With a deep understanding of customer journeys within our client sectors, and the expertise of our people, we’re uniquely positioned to revolutionise traditional business processes with the transformative power of AI technology. And we’re continuing to be proactive, with a focus on leveraging our hyperscaler partnerships to innovate and co-creating solutions.
Our new AI solutions – CapitaContact, AgentSuite and Capita Accelerate - are helping to streamline processes and create efficiencies for clients, as well as improving the experience of customers and end users of services:
CapitaContact: the integrated agent platform powered by Amazon
CapitaContact is a single, integrated omni-channel (voice, chatbot and SMS) platform for contact centre agents, powered by Amazon Connect. By automating simple interactions, agents can focus on human-centred, empathetic activity to deliver an outstanding, personalised customer experience, and faster. Within just six months CapitaContact has increased productivity by 30%.
AgentSuite’s Call Sight: generates insight from calls to automate quality assurance
AgentSuite is our Generative AI customer experience solution, designed to improve customer service by streamlining and personalising agent-customer interactions. AgentSuite’s Call Sight automates quality assurance by generating insight from daily analysis of call recordings.
AgentSuite’s Agent Assist: summarises key information to speed up interactions
AgentSuite’s Agent Assist uses Generative AI to collect and summarise past calls and customer information to help agents respond more accurately. Combined with Call Sight, above, AgentSuite has resulted in a reduction in average call handling times of 20%, and has improved first call resolution rates by more than 15%.
Capita Accelerate: safe, secure natural language processing to process information
Currently used to accelerate recruitment by the British Army, Capita Accelerate is based on a safe, secure natural language processing tool that analyses candidates’ medical records, transforming a lengthy process into a much faster process for the Army and candidates. Scanning 30,000 records a year, it’s delivered a 30% reduction in the processing time of medical records.
AgentSuite – using Gen AI to synthesise information for contact centre agents
Hear from Southern Water and our contact centre colleagues about how AgentSuite is transforming customer and employee experience.
CapitaContact – a single, integrated contact centre platform
Discover how CapitaContact, powered by AWS, is increasing productivity in contact centres, Including at the London Borough of Barnet.
Capita Accelerate – safe, secure natural language processing
Approved by the Ministry of Defence to accelerate recruitment for the British Army, see how Capita Accelerate is transforming the processing of medical records.
We know our work matters
We help our clients to run complex business processes more efficiently, creating better consumer experiences and enabling everyday interactions to run seamlessly. Our work matters to the lives of the millions of people who rely on us every day.
We’ve seen that AI makes a difference
With such a wide reach, we know that when we elevate our performance, the ripple effect can be immense, improving the lives of millions. We believe that’s exactly what AI will deliver – significant improvements to the delivery of complex government and business services at scale and for the benefit of customers and citizens.
We understand your sector better than anyone
We’ve been operating successfully over the past 40 years as a traditional outsourcer, taking on the delivery of a process and managing the service on behalf of clients. This intimate knowledge of our customers and their business processes is a key differentiator and one which forms the foundation of the modernisation of our services.
We have the right team in place
We’re ideally positioned to modernise the delivery of services and provide clients with faster, smarter, more efficient, and more cost-effective offerings. We’ll do this by leveraging our hyperscaler partnerships alongside our deep sector expertise and expert people.
We can see the world changing…
As the needs of citizens change, the UK’s public services face an uphill struggle- an expanding and aging population which is placing additional demands on Government and local authorities. With AI, we’re enabling more personalised, secure, efficient and responsive services across a range of different public services’ priorities, and doing all this from the lens of resilience and security, studying critical national infrastructure for potential vulnerabilities.
…and the need for businesses to adapt
The needs of commercial clients are also changing: businesses are increasingly looking for an innovation partner who proactively integrates new technologies to improve service delivery. We’re proactively innovating and co-creating solutions with our technology partners to solve our clients’ problems today and in the future, with a focus on achieving maximum productivity and speed whilst improving client and end-customer satisfaction levels.
This is an untrodden yet exciting path for Capita. By making the transition to a better company, we aim to deliver a future where technology and human ingenuity create unparalleled value for our clients, our people, and society. 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.
