Insights & News page
Delivering smarter, faster, and more reliable services through proven AI and automation capabilities
The AI Catalyst Stack operationalises AI at scale and underpins our ambition to become the first AI-enabled business process outsourcer (BPO). It leverages our operational expertise and hyperscaler partnerships to embed AI in mission-critical services, driving faster transformation, reducing costs, and improving outcomes for citizens and customers.
The AI Catalyst Stack is a four-layer technology framework designed to operationalise AI safely, measurably, and at scale. Built on hyperscaler foundations and industry-leading platforms, it provides the structural integrity needed to move AI from experimentation to enterprise-grade deployment.
The AI Catalyst Stack transforms Capita into a human plus agent partnership model. AI agents can now coordinate end-to-end workflows, while human experts oversee quality, compliance, and empathy-driven interactions.
The Stack explained:
Process Observability
Understanding workflows to automate operations
Generate a living digital twin of operations through system telemetry, desktop analytics, and workflow traces.
Core Capabilities
- Process discovery, conformance, and variance analysis
- Automation opportunity quantification and compliance monitoring
- SLA heatmaps and intervention playbooks for BPO optimisation
Business Impact
Evidence-led transformation that reduces operational risk, accelerates automation decisions, and creates a monetisable Observability-as-a-Service offering.
AI Build & Deployment Platforms (Low-Code + Pro-Code)
Provide a unified environment for building, deploying, and governing AI-assisted workflows, copilots, and agents.
Core Capabilities
- Low-Code enablement: Rapid development using Salesforce Agentforce, Microsoft Copilot Studio, and Amazon Q.
- Pro-Code framework: Secure deployment of custom agents and domain-specific models using AWS Agentcore, with CI/CD pipelines, observability, and guardrails.
- Governance: Policy packs, prompt controls, and PII handling to meet public-sector AI standards.
- Templates and accelerators: Reusable blueprints for contact, case, and back-office processes informed by observability insights.
Business Impact
Enables iterative AI delivery within defined governance boundaries—combining speed of deployment with engineering-grade reliability and security.
Orchestration & Integration Layer
Establish a robust, multi-platform integration fabric that connects legacy and modern systems across estates.
Core Capabilities
- Multi-cloud orchestration using APIs, Mesh, Connectors
- Event-driven interoperability with A2A and MCP standards
- Centralised monitoring, error handling, and performance telemetry
Business Impact
Delivers seamless data flow and interoperability between platforms, accelerating automation, analytics, and AI/ML workloads without destabilising existing infrastructure.
Data Management & Intelligence
Provide the trusted data foundation for analytics, AI training, and decision support.
Core Capabilities
- Enterprise lakehouse and pipelines
- Unified semantic layer for governed MI/BI and operational reporting
- ML feature stores and vector databases for AI readiness
- Continuous monitoring for data quality, lineage, and compliance
Business Impact
Transforms fragmented data into governed, reusable assets—enabling reliable insights, explainable AI, and performance measurement across the enterprise.
Why this matters now
Regulated industries are shifting to tech-first, evidence-led delivery. AI and automation aren't future concepts they're baseline expectations. Quality, transparency, and proven capability now weigh heavier than ever in procurement decisions.
Our integrated approach gives you:
- Evidence-based process optimization that protects margins
- Rapid deployment of governed AI with built-in safety
- Seamless integration across your technology estate
- Data you can trust to power better decisions
- Future-ready capabilities that meet evolving standards
Capita's technology stack combines process intelligence, flexible AI platforms, enterprise-grade security, seamless integration, and trusted data delivering the complete foundation for modern public service transformation.
Hear from our Chief AI & Product Officer Sameer Vuyyuru on how this approach is transforming the industry ➥
