Capita Expands Salesforce Collaboration to Deliver AI-enabled Outcomes across Defence, Education and Enterprise Operations

Capita is combining its 40 years of process expertise across complex middle and back office processes with the full breadth of the Salesforce platform to deliver outcomes internally and externally with customers. Capita is deploying autonomous AI agents across its own workforce first - proving the model as Customer Zero before bringing it to market. An industry-first Framework Agreement between Capita and Salesforce now formalises how Capita will deliver Agentforce and MuleSoft to its BPO clients across defence, education, and other regulated industries.

Capita was the first B2B company in Europe to deploy Agentforce. Their first use case was recruitment, saving over 1,000 management and recruitment hours in the first four months and cutting candidate screening time by 43%. Capita is continuing to lead on the innovation front and is now deploying autonomous AI agents across its workforce to automate complex, multi-step business processes.

Salesforce has long been the front-office platform of choice for enterprises, powering sales, service and marketing at scale. With the addition of Agentforce Operations, IT Service, and HR Service, Data 360 and MuleSoft, the platform now extends well beyond the front office. Capita brings deep operational optimisation expertise honed across complex, regulated environments. Together the two organisations are unlocking autonomous AI-driven outcomes across the middle and back office, where the majority of enterprise process cost and complexity resides. But technology alone doesn't deliver the outcomes. Capita embeds process experts who understand not just how AI works, but how to orchestrate people and agents together in live operations, driving the adoption that turns deployment into measurable performance.

The Agentforce 360 Platform's embeddable, API-first architecture forms the backbone of Capita's middle and back office operations, enabling seamless AI integration without disruption to existing systems. By decoupling agent intelligence from any single user interface, the platform empowers Capita to embed Agentforce reasoning, actions, and orchestration directly into the diverse client systems, portals, and citizen-facing services it supports, eliminating the need for clients to adopt new front-end technology.

To manage this at enterprise scale, Capita is leveraging Data 360 and MuleSoft Agent Fabric to provide full governance and orchestration across hundreds of AI agents deployed throughout the organisation.

Customer zero: proving the model inside Capita

Capita's "Customer Zero" approach rigorously tests every AI solution on its own operations before bringing it to clients. The results so far have validated the strategy:

• Recruitment: Since deploying Agentforce in 2025, Capita has saved over 1,000 management and recruitment hours in the first four months and cut candidate screening time by 43% — enabling thousands of hires per year with significantly compressed timelines for securing top talent.
• Lead-to-cash: Capita is now extending Agentforce 360 across its complete lead-to-cash process. Quote generation, contract management, order orchestration, and billing are being unified into a single agent-driven flow, replacing siloed teams and disconnected systems. MuleSoft connects the underlying revenue stack, keeping commercial decisions and customer commitments in sync end-to-end.
• Innovation management: Through the AI Catalyst Lab,colleagues use the Innovation Agent - a conversational AI tool that captures, structures, and evaluates AI ideas in real time, automatically generating business cases and storing everything in Salesforce. The Lab has assessed over 400 'agentification' use cases, producing 40 pilot products in nine months, with 15 solutions now live.

From pilots to proof points - Capita’s Agentforce use cases live in critical sectors

The same capabilities Capita has proven internally are now live in client environments through the Framework Agreement. Because Agentforce can be embedded behind existing interfaces via Salesforce Headless 360, sector-specific agents are already operating within the citizen portals, case management tools, and operational systems clients already use every day:

• Defence: Capita used Agentforce to develop an AI-enabled digital assistant supporting people through complex application journeys, providing clear, plain-English answers on demand. A user trial demonstrated enhanced completion rates for complex tasks, with abandonment rates under 1% and average customer satisfaction rates of over 85%. By handling routine queries quickly and consistently, it frees teams to focus on higher-value interactions and builds confidence from the very first touchpoint.
• Education: A quality management agent is streamlining service delivery, reducing the time case managers spend reviewing documentation and collating reports. This facilitates compliance within highly regulated educational environments and reduces wait times for the individuals being served.
• Regulated industries: Additional sector-specific agents are live across regulated environments, each one engineered to slot into existing client workflows rather than replace them.

Orchestrating multi-agent ecosystems at scale

With 350+ agents already running across multiple platforms - internal and client-deployed - Capita faces a challenge common to enterprise AI adoption: managing agent sprawl while maintaining security, compliance, and operational standards.

MuleSoft Agent Fabric serves as the centralised orchestration and governance layer, enabling secure coordination across Agentforce and third-party AI ecosystems with full observability and policy enforcement. MuleSoft Agent Registry acts as a catalogue of available services, enabling discoverability across the organisation and helping to prevent duplication. This gives Capita a repeatable pattern: build an agent once, govern it centrally, and deploy it into any internal function or client environment under the strict guardrails set out in Capita's AI Charter.

“Capita’s success shows our co-innovation in action and shared commitment to transforming not just customer-facing operations, but the complex, multi-step back-end workloads on which large organisations depend,” said Zahra Bahrololoumi, CEO, Salesforce UK and Ireland. “Capita has been ‘Customer Zero’ for us in this field, and our relationship is a leading example of how the Agentic Enterprise delivers generational improvements by bringing together people and agents.”

“We are impressed with the Agentforce 360 Platform, and we already have concrete examples of strong return on investment, from recruitment to customer service through to complex back office workflows," said Adolfo Hernandez, CEO, Capita. “Our partnership with Salesforce is helping us build a stronger, AI-led Capita, one that delivers outcomes, not just processes, powered by the combination of our people and AI. Our AI agents clear the path so our people can focus on what matters most – creativity, judgement, and empathy – whilst our process expertise turns that into better, more consistent outcomes and experiences for our customers and citizens.”

“MuleSoft Agent Fabric provides the orchestration and governance layer we need to embed AI safely and repeatedly into our business process operations, and our people orchestrate adoption around it, so agents become part of how the work actually gets done,” said Sameer Vuyyuru, Chief AI and Product Officer at Capita. “We're not reinventing the wheel — we're using our existing composable assets and extending them to move fast and efficiently.”

Related resources: 

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About Capita plc 

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 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.