Capita is committed to supporting our clients through navigating the difficult balance between maintaining these critical infrastructure services, whilst ensuring the safety of their employees and customers.
We have developed digital solutions to support the inevitable changes water companies are experiencing, both with employee working patterns as well as the pressing needs of customers.
In response to the ever-increasing customer calls during this unprecedented time, we have designed an automated artificial intelligence (AI) messaging service for WhatsApp and SMS, in partnership with Live Person.
The tool was first designed to be used within insurance, however to help reduce the impact to the health service, we adapted the solution to reduce the strain on NHS 111 calls. Now we want to roll this out to support other sectors and help reduce the additional stress impacting on call centres.