Capita leverages Salesforce’s Agentforce, aiming to become the UK’s leading agent-driven outsourcing solution

Agentforce will spearhead Capita’s operational evolution, enabling the company, which specialises in business process solutions for clients across the public and private sectors, to improve efficiency and transform the customer and citizen experience.

Capita's AI Catalyst Lab, a dedicated team focused on identifying and scaling AI solutions, has already collaborated with Salesforce to identify over 220 AI and "agentic" use cases.

The new capability will enable agentic AI across its internal and external operations, including workforce management, assessment-as-a-service and client engagement, cementing Capita’s strategy of becoming the leading agentic BPO organisation.

The deployment of Agentforce is set to accelerate and streamline processes, driving revenue and bringing new products and services to enhance customer service. Key areas of impact include:

• Volume recruitment, reducing the employee recruitment process from weeks to hours.
• Workforce Management, leveraging AI and Agentforce to effectively place, track, and optimise employees with the best shifts and opportunities based on availability and skills.
• Optimising assessment processes, including screening for eligibility, matching with appropriate solutions and offerings, delivery routing and tracking, and more.

Capita, which operates in eight global markets, has already successfully deployed several Salesforce solutions including MuleSoft, Data Cloud, Sales Cloud and Service Cloud, Commerce Cloud, and Marketing Cloud. These existing solutions provide Capita with a single source of truth for every candidate and customer, enhancing service and personalising interactions at scale.

Capita became the first B2B company in the UK to use Agentforce and is currently developing an industry-first, AI-powered recruitment-as-a-service tool.

This collaboration with Salesforce aims to transform Capita's own recruitment, with the intent of offering a new, streamlined, cost-effective service to its customers and accelerating time to value. Capita previously faced challenges recruiting staff for contact centers at scale, with a manual process yielding a 50-1 fill ratio. The Agentforce-built platform will have the capability to process 10,000 people a year, interacting with candidates in natural language and identifying the right people for the right job at the right time, enhancing both the candidate and recruiter experience.

“At Capita, we combine people, processes, and technology to deliver complex processes at scale. Salesforce’s Agentforce will help us to realise our ‘Better Capita’ strategy, which is underpinned by ‘Better Technology’. With agents and people working side-by-side, we’re excited to explore new business offerings from high scale recruitment through to next generation pension administration and streamlined customer and citizen support experiences,” said Adolfo Hernandez, CEO at Capita.

“Capita is setting the standard for what the AI centric future of work can look like in the UK – bringing people, data and AI together to reimagine how services are delivered at scale,” said Zahra Bahrololoumi, CEO, Salesforce UK & Ireland. “We’re proud to deepen our collaboration to deploy Agentforce to the heart of Capita’s business and operations, unlocking new ways to serve customers, and empower its teams. More than a transformation, this is a bold vision for the role of digital labour in helping organisations move faster, operate smarter, and lead with confidence.”

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