Capita indicators AI take care of Amazon for name centres

On Jun 9, 2024

Updated: 21:51, 8 June 2024

Capita will announce a new tie-up with Amazon Web Services to use advanced artificial intelligence (AI) in call centres, The Mail on Sunday understands.

The platform, which is called CapitaContact, has been trialled in London but is due to be rolled out within months to call centres the firm runs for around 25 public and private sector clients.

Capita is one of the UK’s biggest outsourcers. It runs the London congestion charge and the collection of BBC licence fees, as well as Government and local authority call centres.

The future: CapitaContact cuts call waiting times and provides human-sounding chatbots to solve simple online queries

CapitaContact cuts call waiting times and provides human-sounding chatbots to solve simple online queries.

The announcement, expected this week, comes ahead of a capital markets day on Thursday, where new boss Adolfo Hernandez will discuss cost-cutting measures he announced earlier this year.

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