Capita has today announced the launch of its new assisted customer conversations solution that gives instant prompts and help to customer service advisors by analysing the customer’s voice using AI and in real time.

Our AI-driven technology analyses conversations and automatically helps agents to identify the best solutions to customers’ queries.

From website optimisation & AI-powered chatbots, to multilingual adviser hubs for complex queries we enhance international customers’ experiences.

Our Capita O2 and John Lewis teams have received awards at the prestigious 2017 Global Sourcing Association (GSA) Awards.

Capita today announces it has signed a customer service contract renewal with the RSPCA for a further eight years. The contract, which builds on a 17-year partnership, will transform the way in which members of the public contact the RSPCA to report animal welfare concerns.

More consumers are signing up for buy now pay later schemes. How can retailers better support the vulnerable?

Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

Capita's recent vulnerability session led by our guest speakers and market analysts explores how we can better support the expanding dimensions of customer vulnerability.

Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.