AI29 Mar 2024 08:30
Digital transformation and
artificial intelligence
We are taking a measured approach to artificial
intelligence (AI) and generative AI (gen AI),
working with our clients and partners to deliver
effective and efficient solutions as the technology
continues to evolve. We expect that gen AI will
allow us to be more productive and offer our
clients superior solutions.
We plan to turbocharge our relationships with a
number of trusted hyperscale partners, including
Microsoft, AWS, Salesforce and ServiceNow.
We also plan to partner to develop and deliver
solutions across a wider span, creating a more
digital Capita, delivering an efficient and higher
quality service and experience for our clients
and their customers.
We have already integrated digital and AI
solutions into a range of clients. For example
in the Public Service division, we have utilised a
new Metaverse virtual reality tool for submarine
qualification training within the Royal Navy.
This modernised solution improves the learning
experience and enables better trained
submariners to be on the front line faster.
Within the Experience division, AI and gen AI will
augment our agents, upskill our people, provide
critical information quickly, and enable our people
to be more competent and capable, which will
in turn deliver better customer experiences. AI
has been implemented in the division across a
number of contracts in four key capability areas:
chatbot/conversation AI; conversation analysis;
data observatory and analytics; and
correspondence digitisation.
We are continuing to develop further AI and gen
AI pilots across both divisions, for example on
our BBC and Transport for London contracts.