Capita chooses Amazon Connect Customer voice agents to better serve 1.6 million UK residents
Contact Center Blog
This article describes how Capita, a UK public sector customer experience provider, is implementing Amazon Connect Customer AI voice agents to serve 1.6 million residents more efficiently.
- Capita replacing traditional IVR systems with AI voice agents for routine inquiries
- Connect Customer offers unified solution reducing implementation complexity and latency
- AI agents understand tone and sentiment, critical for vulnerable or distressed callers
- Data retained within AWS services, simplifying security for UK public sector requirements
- Currently in testing phase with phased rollout planned after validation
- Expected to achieve 95% automation for routine inquiries and 35% productivity increase
- Exploring multilingual capabilities to support diverse resident communities
Capita is modernizing public sector service delivery by augmenting human agents with AI, enabling faster resolutions and 24/7 availability while maintaining empathetic customer interactions.
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