Capita launches Agent Suite, a GenAI tool to streamline customer service and improve agent performance.
Capita has introduced Agent Suite, a Generative AI (GenAI) tool designed to transform customer and citizen experience in its contact centers. This innovative solution aims to enhance service efficiency and quality for clients, their customers, and Capita’s agents.
Agent Suite comprises two key components: Call Sight and Call Assist. Call Sight automates quality assurance by analyzing call recordings daily to generate insights and monitor agent performance. This tool provides personalized, actionable feedback for improvement. Dashboards offer deep analysis of customer satisfaction, compliance, and quality assurance, helping to identify root causes of issues.
Call Assist, the second component, is a GenAI-powered assistant that supports agents during calls by providing real-time suggestions and information. This feature helps agents handle queries more effectively, reducing response times and improving customer satisfaction. By leveraging these tools, Capita aims to streamline operations, enhance the customer experience, and boost overall efficiency.
Capita’s commitment to integrating advanced AI technologies in its contact centers reflects a broader trend towards automation and intelligent systems in customer service. The Agent Suite is expected to deliver significant improvements in service quality, compliance, and agent performance, ultimately benefiting clients and their customers.