Capita plc today announced the launch of The AI Catalyst Stack, operationalising AI at scale and underpinning its ambition to become the first AI-enabled business process outsourcer (BPO).
The AI Catalyst Stack leverages Capita’s operational expertise and hyperscaler partnerships to embed AI in mission-critical services, driving faster transformation, reducing costs, and improving outcomes for citizens and customers.
“AI is not an upgrade - it’s the cornerstone of our operational evolution,” said Adolfo Hernandez, CEO of Capita.
“With The AI Catalyst Stack, we’re embedding intelligence into the fabric of how we serve society - safely, repeatably, and at scale. This positions Capita as the first BPO where AI doesn’t just support work, it does the work, freeing people to focus on empathy, creativity, and governance.”
For decades, BPO has been powered by people; The AI Catalyst Stack transforms it 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.
This “agentic BPO” model, pioneered within Capita’s own operations as client zero, is already delivering AI-enabled value and measurable results in live operations:
As the UK government moves from “AI optional” to “AI expected”, The AI Catalyst Stack provides the safe, auditable foundation required by public-sector standards. Its embedded policy packs, data-handling controls, and human-in-the-loop oversight enable Capita to deliver AI outcomes that are transparent, ethical, and compliant by design.
The AI Catalyst Stack aligns with the UK Government's recent announcement on AI Growth Labs, which will enable faster innovation and reduce bureaucracy safely.
“Our mission is to become the first business process outsourcer where every service is AI-enabled by default,” said Sameer Vuyyuru, Chief AI and Product Officer at Capita.
“We’re building agentic AI directly into workflows — not as bolt-ons, but as the engine of delivery. That means clients see measurable value in a matter of weeks.”
By embedding AI into how it delivers services, Capita is driving tangible business and societal impact:
The AI Catalyst Stack is a modular architecture which leverages the innovative AI technology of our hyperscaler partners, and is designed to deploy and scale AI safely across regulated environments:
For more information, please contact:
Media enquiries
Email: media@capita.co.uk
About Capita
Capita is a modern outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across eight countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. We play an integral role in society - our work matters to the lives of the millions of people who rely on us every day.
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