Capita will announce a new partnership with Amazon Web Services to use advanced artificial intelligence (AI) in call centres, The Mail on Sunday understands.
The platform, called CapitaContact, has been trialled in London, but will be rolled out within months in the call centers the company manages for about 25 public and private sector clients.
Capita is one of the UK’s largest subcontractors. It manages London congestion charging and the collection of BBC license fees, as well as government and local authority call centres.
The future: CapitaContact reduces call wait times and provides human-sounding chatbots to resolve simple online queries
CapitaContact reduces call wait times and provides human-like chatbots to resolve simple online queries.
The announcement, expected this week, comes ahead of a capital markets day on Thursday, where new boss Adolfo Hernandez will discuss the cost-cutting measures he announced earlier this year.