Yesterday, Capita launched its new 'AI Catalyst Stack', as it continues to move towards what it terms "agentic BPO", a repositioning of its service delivery model around AI agents rather than traditional labour arbitrage.

Over the last twelve months, Capita has moved significantly to embed AI across its BPO operations, in particular addressing the UK public sector's evolving procurement expectations. With government increasingly mandating AI capability rather than treating it as a nice-to-have, Capita's timing fits with broader policy shifts around AI Growth Labs and digital service transformation.

Early operational metrics published by Capita suggest real impact beyond pilot-stage experimentation. The company reports 17% to 20% faster handling times and up to 35% productivity gains in customer experience operations, alongside 60% to 70% reductions in delivery cycles through repeatable AI products. These results, drawn from Capita's 'client zero' internal deployment, suggest production-scale viability.

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