Amber Hickman |
Capita is leveraging generative artificial intelligence solutions from Microsoft to improve employee experience and provide a better service for clients.
The firm will deploy Copilot for Microsoft 365 to a number of its employees during an initial trial period. The trial aims to help Capita’s contact centre agents, frontline support staff and managers to automate routine tasks, summarise documents and draft content.
Capita’s code developers are currently utilising Copilot for GitHub to speed up code writing. So far, this has resulted in productivity improvements of up to 25 per cent.
“The integration of Copilot for Microsoft 365 and Copilot for GitHub into our operations is a demonstration of ongoing commitment to leveraging generative AI to create a better working experience for our colleagues, removing repetitive and time-consuming tasks, creating efficiencies, and enabling our colleagues to focus on innovation and more complex work,” said Manpreet Singh, chief technology officer at Capita. “We will always be a people business and we are committed to upskilling and training our colleagues to enable them to be successful in this evolving digital landscape.”