Capita uses Microsoft Copilot to transform service delivery for clients

Capita is partnering with Microsoft to transform service delivery for clients. Its ambitious AI vision leverages the latest leading AI technologies from Microsoft to get leaner, faster and provide better services to completely transform business process outsourcing. They have quickly brought AI innovation to life by rolling out Microsoft Copilot to their people where now every month, they see 340k Copilot actions taken and 19k hours saved. Now, Capita are leading the next wave of agentic AI, embedding agents across the organisation, improving internal processes and providing better outcomes for our customers

With 34,000 employees and revenue of £2.4bn, Capita is one of the largest business process outsourcing companies in the UK. Based in London and operating in eight countries, the company helps public and private sector organisations to run complex business processes more efficiently, leveraging cutting-edge technologies that deliver value for citizens and consumers across the UK, Europe, India and South Africa.

Building on the boost to personal productivity achieved with Microsoft 365 Copilot

“We’re working with Microsoft to embed Copilot and agentic AI into our organisation,” explains Tiina Stephens, Director of Digital at Capita. “We’re also improving our internal processes and providing better outcomes for our customers.”

Capita’s journey with Microsoft Copilot began with employees across the organisation using Microsoft 365 Copilot to boost personal productivity. The business achieved great results, especially in the use of Microsoft 365 Copilot to support neurodiverse colleagues.

From there, Capita’s ambitions quickly grew – moving to explore how Copilot Agents could enhance service delivery for clients and citizens alike.

Agentic AI isn’t the future – it’s delivering real benefits now

“The next step is agentic AI,” confirms Tiina Stephens. Capita has enabled Agent Builder for all its employees, as well as Microsoft out-of-the box agents like Researcher and Analyst. Employees started creating and using agents for various tasks and processes. Already, over three months, Capita has recorded 70,000 interactions with the Copilot agents it has deployed.

“We are now building agent networks where one AI agent hands off to another,” explains Shivani Tanwar, Cloud Technical Consultant at Capita. “Copilot’s extensibility allows us to create end-to-end process transformation. Each agent in our orchestration network is governed by clear accountability and oversight in line with Microsoft’s Responsible AI standard.”

Active applications include saving time and cost and strengthening compliance and safety in Fire Risk Assessments and dynamically optimising delivery routes in fleet management.

Capita partners with Microsoft to power continuous improvement and innovation

Claire Thistlethwaite, Head of Continuous Improvement at Capita, adds, “We built an agent in Copilot Studio. It triages thousands of emails every day, cutting response times by 60 percent and freeing up our people to focus on empathy and resolution.”

The results achieved so far are driving Capita to explore new ways to innovate and enhance service delivery for clients.

Adolfo Hernandez, CEO at Capita, concludes, “The whole job is to work with the hyperscalers – with partners like Microsoft – to come up with the best solutions and combinations of process, technology and people so that we can create the innovation that our customers are asking for.”