Insights & News page
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 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 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 skills and capabilities in AI: combining people, processes and technology to deliver better outcomes
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:
Discover our AI solutions: video stories
Why AI matters to Capita: responding to changing customer needs
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.
