Capita Contact.AI

Capita inbox.AI transforms high-volume shared mailboxes into structured, auditable case management workflows, helping organisations take control of regulated correspondence such as Subject Access Requests (SARs), Freedom of Information requests (FOIs), complaints, and MP or councillor enquiries. By converting emails into trackable cases with defined ownership, workflow stages, evidence capture, and statutory deadline monitoring, it replaces fragmented processes built on inboxes, spreadsheets, and manual chasing. Built-in audit trails and governance controls ensure compliance and defensibility, while seamless integration with Microsoft and Azure environments aligns with existing enterprise technology estates.

AI-enabled capabilities support faster, more consistent case handling by automating classification, summarisation, internal chasing, and response drafting—while keeping humans firmly in control of decision-making. Secure evidence collection via managed links (rather than email attachments) improves data security and collaboration across teams. Managers gain real-time visibility into case status, overdue risks, bottlenecks, and workload trends, enabling better operational oversight and improved turnaround times.

With its inbox-native approach, Capita inbox.AI can be rapidly deployed without replacing existing systems, using reusable “Case Packs” to accelerate common workflows like FOI, SAR, and complaints handling. The result is reduced compliance risk, increased productivity, and a scalable, standardised approach to managing high-volume, high-risk correspondence—ideal for public sector organisations and any business facing growing regulatory pressure and service demand.