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As a Databricks Partner, Capita is proving Databricks Genie as “customer zero”. We’re using the Databricks Data Intelligence Platform to turn trusted enterprise data into faster, clearer insight, while building the foundation to scale AI across the organisation.
Our approach starts with the operational problem: prove the foundations, then scale what works. By applying Genie to Capita’s own finance data first, we can test trusted, governed insight in a real-world setting — replacing manual analysis with plain-English answers, charts and concise narratives that colleagues can use in the moment.
Picture your team tapping into the power of AI to unlock instant, actionable insights about your company’s performance. Databricks Genie is changing how we work.
The challenge
Finance teams hold enormous organisational knowledge, but getting to a clear answer about business performance often means manual effort and analysis — which can slow decision making. Finance professionals also use language and acronyms that need clear definitions, so that newcomers and AI can interpret them consistently.
The goal: give finance and business users one version of the truth, self-served ahead of key moments like the Monthly Performance Review (MPR) and Checkpoints, so leaders could focus on the “so what”.
So much of our organisational knowledge is within reach. Databricks gives us the opportunity to have it all in one place — one version of the truth, so we can focus on the ‘so what’.
The solution
Capita deployed Databricks Genie on the Databricks Data Intelligence Platform, integrated into Capita’s AI Catalyst Stack. Genie sits on governed enterprise data, a shared semantic layer and Unity Catalog, so every answer is accurate, secure and explainable.
Key elements of the finance implementation
- Natural-language querying — e.g. “Show top 10 revenue contracts for 2025” returns an instant chart with drill-downs that understands Capita language.
- Easy access to reporting — colleagues open Genie in Databricks or the finance reporting suite.
- Curation by finance SMEs — definitions, business language and synonyms were added in the governed semantic layer, so users and Genie speak the same language.
- A continuous feedback loop — colleagues log missing terms and rate responses; the curation team expands synonyms and prompts on an ongoing basis.
In our day-to-day finance roles, we use a lot of Capita-specific terms. In Genie we’ve added clear definitions and guidance so users and Genie are really talking the same language. That’s what curation is all about — making our finance data clear, consistent and genuinely usable.
Training and adoption
Databricks delivered a Capita-dedicated Genie session, supported by hands-on workshops covering Genie basics, navigating Databricks and the AI Catalyst Stack, using real-world examples and live Q&A. The team held regular drop-in coaching sessions for Finance users on prompting and giving feedback, alongside Databricks Academy training.
It’s so important to meet your users in a coaching environment they’re comfortable with, to get the most out of the tool and optimise adoption. We’ll carry on with this approach as we roll out to more users.
The impact
130
finance users onboarded
300
users assigned across the customer-zero rollout.
> 80
colleagues joined our inaugural Genie AI training workshop
> 90%
positive feedback
Access to adhoc performance insight within minutes, rather than manual gathering and analysis over hours.
Qualitative: blended data from multiple Capita systems in one governed place.
Why it matters — from customer zero to client value
Because Capita has solved the real-world adoption challenges first — prompting patterns, curation, feedback loops and a repeatable rollout playbook — those ingredients translate directly into client value: faster time-to-insight, leadership self-service, and a proven path to scale.
Working with an organisation like Capita, at the forefront of the AI journey for the services sector, is a partnership made in heaven. Our Genie capability in the Databricks Data Intelligence Platform is a perfect fit for Capita’s AI ambitions.
Next on the roadmap: extending Genie-style natural-language querying to other key business areas, with governed metrics catalogues and synonym management at scale.
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