Capita is set to unveil CapitaContact, a partnership with Amazon Web Services aimed at implementing advanced AI solutions in call centres to reduce waiting times and enhance customer experience. The initiative has undergone successful trials in London and is scheduled for deployment across call centres serving 25 public and private sector clients.
Capita is set to announce a partnership with Amazon Web Services (AWS) to implement advanced artificial intelligence (AI) solutions in its call centers. The initiative, named CapitaContact, has already undergone trials in London and is set to be deployed within the next few months across call centers serving approximately 25 public and private sector clients.
Capita, one of the UK’s major outsourcing firms, manages a range of services including the London congestion charge, BBC licence fee collection, and various government and local authority call centers. CapitaContact is designed to reduce call waiting times and employs human-sounding chatbots to handle simple online queries.
The formal announcement is anticipated this week, in advance of a capital markets day scheduled for Thursday. During this event, Capita’s CEO, Adolfo Hernandez, will discuss previously announced cost-cutting measures.
