LONDON, July 31,
2024 /PRNewswire/ -- Capita has unveiled its latest
offering, Agent Suite, a Generative AI (Gen AI) tool designed to
improve customer service by streamlining and enriching the
experience for clients, their customers, citizens and Capita's own
agents.
Agent Suite is made up of two components:
Call Sight automates quality assurance by generating
insight from daily analysis of call recordings and monitors and
analyses agent performance to provide personalised, actionable
feedback for improvement. Dashboards provide insight on customer
satisfaction, compliance and quality assurance by deep analysis of
root cause.
Agent Assist collects and summarises past calls and
customer information to help agents respond more accurately. It
understands intent and root cause in real time to provide
troubleshooting information to agents during the call and generates
call summaries and transcripts post call to reduce the average
handling time.
Through the use of Gen AI, Capita's Agent Suite capability is
continually learning from each interaction, improving its
recommendations over time and adapting to new scenarios.
Agent Suite has been implemented into two major Capita clients,
and early indications are expected to show benefits of more than
20% reduction in average call handling time, c.25% reduction in
post-call administration and 15-30% increase in first time call
resolution.
Adolfo Hernandez, Chief
Executive Officer, Capita, said: "We see the Agent Suite
capability as a game-changer in our contact centre offering. It
will revolutionise customer and citizen experiences, offering a
significant digital helping hand to our expert agents, resolving
queries quicker and ultimately making interactions better.
"Furthermore, this product forms a key part of our AI strategy –
we'll invest in new technologies and capabilities that unlock value
for our clients. It will differentiate us in the market, stimulate
productivity, create efficiencies and improve our
competitiveness."
This capability complements the launch of CapitaContact, our
AI-powered contact centre solution powered by Amazon Web Services
(AWS). To provide further optionality and flexibility for our
clients, Agent Suite is technology agnostic and operates on any
telephony platform.
Agent Suite and CapitaContact are currently being rolled out to
a range of Capita's clients and are also available to prospective
clients.
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