Capita plc (‘Capita’) has expanded its longstanding collaboration with Microsoft to build upon existing digital and AI capabilities and further improve services for clients and colleagues. The agreement is centered on creating better outcomes for clients and their customers by combining Microsoft’s cloud and AI services with Capita’s operational customer and delivery know-how. This includes the use of generative AI to support agents in summarising disparate customer information at a significantly faster pace. The integration of automation and Generative AI-driven processes will increase productivity and efficiency. Clients can expect faster service delivery turnaround times, improved accuracy, and a smoother end-to-end experience for them and their customers. Microsoft’s AI capabilities for businesses are globally recognised for their sophistication and success rate at boosting client and customer service, a key goal for Capita as it increases its investment in digital innovation and the application of AI technology in its client propositions. Capita’s expanded collaboration with Microsoft is already delivering value for its customers and will help to accelerate opportunities for growth through the creation of joint propositions for public sector and customer experience clients, particularly in financial services. These centre on providing simplified operations and experiences for Capita and its customers. […]
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