Capita chooses Amazon Connect Customer voice agents to better serve 1.6 million UK residents

Capita is a leading provider of customer experience services for UK public sector organizations and the UK’s first AI enabled Business Process Outsourcer (BPO). Every year, Capita helps a large local council support contacts from 1.6 million residents seeking support for essential services, such as highway maintenance to social care and waste management. The limitations of traditional Interactive Voice Response (IVR) systems have typically driven these residents toward human agent-assisted channels even for routine inquiries.