Capita Contact.AI

Capita Contact.ai is an AI-driven, cloud-based contact centre solution that delivers scalable, intelligent and seamless omnichannel customer experiences. At its core is an intelligent digital concierge that understands intent, holds context, and routes every interaction to the right place. It resolves routine enquiries instantly and escalates to a human when needed, passing the full conversation, intent and sentiment across so the customer never repeats themselves. By unifying voice, chat, email, SMS and social channels on a single platform, organisations deliver consistent, high-quality service across every touchpoint, in over 26 languages.

The platform uses advanced AI and machine learning to improve both efficiency and experience. Real-time analytics dashboards, predictive insights, workflow automation and unified agent workspaces help organisations optimise performance and continuously refine service delivery. Live agent assist provides in-call transcription, sentiment detection and knowledge suggestions, while every response stays grounded in approved policy sources. Built-in guardrails handle PII protection, content safety and real-time vulnerability detection, keeping each interaction personalised, empathetic and compliant. It is designed to augment agents, not replace them.

Capita Contact.ai is built on Amazon Connect and integrates closely with Amazon Lex and Amazon Nova Sonic to power natural, lifelike voice and conversational AI, with Contact Lens delivering real-time analytics. This cloud-native architecture enables rapid deployment, on-demand scalability, and secure, compliant operations with configurable in-region data residency to meet local regulatory requirements, aligned to standards such as ISO 27001. As owned Capita IP with a full governance and service wrap, already running across 28 contracts and 8,000+ agents, it delivers proven outcomes: AI containment above 90% for a national broadcaster and 80% for a local government authority. With a flexible, consumption-based model, it accelerates digital transformation and drives measurable business value.