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Many organisations today are exploring AI, but real value comes from applying it in the context of how work actually happens. Meet the AI agents who are powering smarter, faster ways of working.
Our approach to technology is built on deep expertise in process and service delivery across public and regulated sectors. That means we don’t simply layer AI onto existing ways of working; we redesign workflows, decisions and interactions so AI becomes part of the operational fabric. The result is AI agents that drive meaningful outcomes.
From streamlining customer enquiries to improve speed and experience, to strengthening clinical assessment and case management for greater accuracy, our agents are built to integrate, adapt and continuously improve, turning insight into effective, governed action to make operations more efficient and successful.
Contact Centre Analytics Agent (powered by Snowflake)
Connecting insight to improve how citizens are served
Contact centres in public sector organisations, especially those supporting large numbers of citizens, often struggle with fragmented data and limited visibility.
Information sits across different legacy systems, making it difficult to connect the dots and deliver a fast, consistent experience.
Our contact centre analytics agent surfaces data to users in a more accessible way, helping teams get to the information they need more quickly. Using natural language queries, users can explore data and uncover insights without needing specialist skills, making it easier to understand what’s happening and to take action where it matters.
The solution is designed to work across different platforms and can also extend beyond the contact centre into back-office and field operations. By combining internal performance data with relevant external factors, it helps build a clearer, more forward-looking view, reducing the time spent pulling data together and enabling teams to focus on improving services and making better-informed decisions.
REMI
Using AI to transform how customer queries are handled
Powered by Copilot, REMI acts as the first level of triage for smarter, faster and more reliable management of customer email queries in regulated financial service environments, including the handling of queries from internal operations teams.
The intelligent, always-on agent reads, categorises, and responds to emails using advanced natural language processing to understand the sender’s intent, selecting from a library of pre-approved response templates. This means that every action is governed by clear, auditable business rules, ensuring human oversight and full compliance throughout.
Transitioning from a tool-based approach to a more agentic flow is ensuring responses across multiple email mailboxes are instant, accurate, fair and compliant, freeing up teams to focus on more complex tasks.
Doris, Hugo and Vera
Making everyday work easier across the Troubles Permanent Disablement Payment Scheme
For the Department of Justice in Northern Ireland, it’s crucial that Capita teams working on the Troubles Permanent Disablement Payment Scheme (TPDPS) are given the time to fulfil the programme’s founding vision: a victim-centric assessment process where the impacts of injuries are understood and assessed with compassion and at a consistently high standard.
Doris, Hugo and Vera are our practical agents which support clinical assessors as part of everyday delivery, shaped directly by real operational needs and fitting naturally into existing ways of working. Each has been designed to solve a specific challenge, helping colleagues work with greater clarity, consistency and confidence.
Clive
Transforming ideas generation and innovation management
Clive streamlines the process of capturing and evaluating innovation ideas in Capita’s Catalyst Lab, the team that turns ideas into scalable, production‑ready AI solutions that improve services and outcomes for customers.
By converting unstructured submissions into decision-ready, governed work, Clive transforms the management of innovation into a measurable portfolio rather than relying on spreadsheets or email chains.
The tool ensures each idea is thoroughly detailed, covering benefits, ownership, scale, urgency, and constraints, reducing manual follow-up and accelerating assessment. The agent guides users through structured questions dynamically, storing responses for easy tracking and review. The system checks for similar existing ideas, provides summaries, and generates frequently asked questions to add context.
Already embedded internally and planned for broader Salesforce integration, Clive empowers teams to scale change and innovation management efficiently, delivering clear, actionable submissions that support data-driven decision-making and measurable business impact.
Capita Citizen Contact Agent
Self-service, speech-to-speech AI for citizen enquiries
Capita Citizen Contact helps public-sector organisations respond to growing demand without needing to scale headcount, bringing together conversational AI and trusted service content to deliver a single, always-on experience for everyday citizen enquiries.
Citizens simply say (or type) what they need: the agent understands natural language, provides clear answers in plain English, and handles routine requests end-to-end so that many common queries, such as those for waste services, council tax or licensing, can be resolved without agent involvement.
For contact centres, this frees up agents as they spend less time on repeat enquiries and can focus on supporting complex or sensitive cases. Cost-to-serve is reduced and fewer calls are abandoned.
For citizens, the experience is consistent and reliable. The service is available 24/7, can handle multiple enquiries within the same interaction and, where a human is needed, the enquiry is passed across seamlessly with full context, allowing the conversation to continue without friction. This capability is available across voice and web chat, giving organisations a joined-up, flexible way to better serve citizens, at scale.
How Capita Citizen Contact is helping in practice:
DataWorks
Blending datasets to support smarter workforce management
DataWorks brings data from multiple systems together into a single, clear view, giving managers real-time visibility of hours worked across the business.
Built on the Databricks Data Intelligence Platform and Unity Catalog, it connects previously fragmented data, making it easier to plan staffing, manage workloads and ensure payroll accuracy without the need for manual processing.
This is the first step towards a broader suite of Data Apps, designed to give managers a more complete picture of their teams and the information they rely on to run them effectively. Over time, integration with Genie will also enable users to explore insights using natural language and quickly investigate trends or anomalies.
