Insights
Insights & News page
Discover how we're transforming service delivery for our private and public sector clients with our pioneering AI solutions, delivered in collaboration with our hyperscaler partnerships.
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 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.
The adoption of AI is not just an upgrade - it’s the cornerstone of our operational evolution.
Our skills and capabilities in AI: combining people, processes and technology
Key statistics – Capita and AI
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
How our AI solutions are helping our clients to achieve more
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.
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 hyperscaler partnerships
Using AI responsibly at Capita
Nurturing our AI expertise and our people
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.
Defence Annual Review 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.
