Capita On Thursday said it had won a £58m three-year contract renewal with Tesco Mobile to operate the telecoms firm’s customer services.
“Capita has already started the transformation process that will enable it to deploy the next generation of digital technology and produce better outcomes for our client and their customers,” the company said in a statement.
“This includes artificial intelligence-driven real-time speech analytics that will coach and prompt advisers during live calls, helping them to manage customer conversations and deliver outstanding service. It will also deliver greater efficiency by automating call transcripts to support improving our quality assurance.”
Capita added it was also using a combination of AI and speech-to-text and text-to-speech capability, to develop “rapid self-serve authentication and a set of automated routes that can be completed without needing to speak to an adviser”.
