AI, Automation and Robotics

Back to All Posts

Capita Customer Management 28th February 2017 2 minute read

AI, Automation and Robotics

Huge strides are being made in artificial intelligence, and every day advances in areas such as machine learning, automation, problem solving and voice recognition add new abilities to the technology around us.

Capita works at the leading edge of these technologies – focusing on where they can enhance customer experience by making interactions quicker, easier and more natural, and where they can drive down costs through ever greater efficiencies in contact centres. (Efficiencies that also free up advisors to tackle customers’ more complex and empathetic enquiries, those that still need the human touch.)

Importantly we ask the questions of these technologies that our clients really want to know. Can an artificially intelligent chatbot truly capture the essence of my brand? Can automation life the pressure from my back office, and what are the best tasks for it to tackle? Can robotics drive revenue, and if so how?

Capita has gathered a team of experts that spend their time exploring the practical applications of these rapid advances and how well they work in real life, real business and with real customer interactions.

Robots can be clever – but only useful when they deliver genuine, business and growth driving benefits. And that’s where we’re looking.

To read the March 2017 edition of Intelligence, visit our Intelligence report hub here.

Why fixing a customer’s complaint really is the least you can do

by Tracey Roberts 26/07/2019

5 minute read

Read the article

Why being alert to emotional context can boost customer satisfaction and benefit the bottom line

by Kerry Edwards 25/07/2019

5 minute read

Read the article

Keeping your promises? Here’s what your customers think

by Jo Causon 22/07/2019

5 minute read

Read the article

Contact us

News & blog

Read the news & blog

Capita PLC Head Office: The Copyright Building, 30 Berners Street, London, W1T 3LR

Registered in England No. 01336850. Part of Capita plc.
© Copyright Capita PLC 2019