Adolfo linked in update 👏17 Jul 2024 11:04
Getting under the skin of our business and spending time with our colleagues is one of my favourite aspects of my job. Last week, I spent a few days in our UK operations across the North of England where I got to see our teams in action, meet with our talented colleagues and further understand the huge impact that Capita has on the UK – across both the public and private sector.
In Dearne Valley, I met with our Southern Water team which manages billing, incidents, collections and complaints, to name a few. We are implementing our new Agent Assist Gen AI-based tool to boost agent productivity, streamline conversations and create efficiencies by reducing administrative tasks. It’s still early days, but it was great to see Anthropic’s Claude 3 LLMs in an Amazon Web Services (AWS) Bedrock environment at work and starting to support Capita agents. Still early days but I’m really excited about the potential here !
We are proud to have worked with the RSPCA for over 20 years. Meeting this team was truly special. We have over 100 colleagues who are passionate about animal welfare and handle more than half a million calls each year focused on the challenging topics of animal cruelty and neglect. Working with Salesforce, and through the use of our chatbots, we have been able to improve the customer service experience, offering quick resolution of customer queries, where appropriate. We are supporting the RSPCA Summer Cruelty Appeal. You can support too! https://lnkd.in/dwRp5rPn
In Preston Brook, I had the pleasure of spending time with clients such as Lloyds Banking Group Bank and BMW Financial Services. For both of these clients, we deliver inbound collection operations. Many of these interactions are with vulnerable customers and our talented colleagues handle extremely difficult situations and conversations with empathy and dignity. The human interaction is absolutely key - technology is critical to our strategy, but will never replace humans.
And finally, in Mansfield, Capita Intelligent Communications (CIC) is delivering high-volume personalised communications (that is tracked). Where no or limited digital contact exists, CIC provides paper-based or digital campaigns for clients who want to take communication to the next level.
I was very proud to see CIC’s Ability Programme in action. Focused on creating an inclusive workplace, this programme supports disabled young people by providing full-time positions. You can find out more here https://lnkd.in/dKHJmk9F
Days like these are a great reminder of the importance of the work we do, the expertise that we deliver and the opportunity that we have with through digitisation to create even better outcomes for our clients and their customers. Thank you to all the wonderful colleagues who spent time with me last week and for all the great work that you do.
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