Capita: Agentic AI Transforms BPO, Eyes Telco Partnerships

Capita is transforming its business process outsourcing with agentic AI, leveraging Snowflake's capabilities. The company is using AI to improve workflows and customer interactions, which is already showing value for their bottom line. What's interesting is that Capita has not removed any agents, viewing AI as a tool to enhance human judgment. They have 17 integrated deployments live, with field services and fleet management potentially next. Group CEO Adolfo Hernandez and Chief AI & Product Officer Sameer Vuyyuru, both from Amazon Web Services, joined in 2024, bringing a hyperscaler mindset. This led to their tie-up with Snowflake and early adoption of the Snowflake Intelligence enterprise agent. The company is now focusing its AI vision on demanding clients in regulated markets. This approach offers a template for telcos facing their own cost pressures and seeking AI gains.