Capita chose Microsoft 365 Copilot as a core part of its CEO-driven transformation programme to streamline complex business processes, improve the employee experience, and deliver better outcomes for clients.

Several factors shaped this decision:

• Security and compliance: Most of Capita’s enterprise data and processes already sit within Microsoft 365. As Director of Digital, Tiina Stephens, notes, this made Copilot a “safe way” to introduce an AI productivity tool, with data protection built into the Microsoft fabric. Capita also worked with Microsoft’s legal teams to align with the EU Artificial Intelligence Act and its own data governance strategy.
• Productivity and efficiency gains: In one month alone, Microsoft 365 Copilot helped Capita employees save 9,000 hours. What started as a pilot focused on individual productivity quickly expanded as the business saw value in team collaboration and end-to-end workflow management.
• Strategic AI ambition: Capita is committed to leveraging Agentic and generative AI to reimagine internal processes and client services. Copilot and Copilot Agents are now central to embedding AI “into everything it does,” including building new services for clients.

Today, Capita has deployed around 3,000 Copilot licences and plans to extend this by the end of 2025 as it continues to reshape its operations with AI.

Microsoft 365 Copilot is helping Capita employees do their best work in less time, while also supporting a more inclusive and accessible culture.

Key improvements include:

• Time savings and better workflows: Copilot’s capabilities in Microsoft 365 apps help employees draft, refine, and summarise content quickly. In a single month, this translated into 9,000 hours saved across the business.
• More effective meetings: In Microsoft Teams, Copilot’s transcription and summarisation features remove the burden of manual note-taking and post-meeting write-ups, making meetings more focused and actionable.
• Accessibility for neurodiverse and disabled colleagues: As a disability-confident employer, Capita uses Copilot to help employees with dyslexia and other neurodiverse needs compose emails, summarise long documents, and build presentations more confidently and accurately. Colleagues report reduced pressure and fear of missing details, and greater confidence with complex tasks.
• Support for older and less tech-confident users: Copilot is also helping older colleagues who may be less comfortable with new technology. It assists them in reshaping written content and emails so they are professional and impactful, lowering the barrier to using AI in everyday work.

Overall, Copilot is helping Capita level the playing field so more employees can work efficiently, contribute ideas, and produce high-quality, customer-facing content.

Copilot Agents are no-code tools within Microsoft 365 Copilot that allow non-technical users to build automated processes and workflows. At Capita, they are a key part of bringing AI into everyday operations.

Here’s how they are being used:

• AskMeAnything (AMA) agent: Capita’s flagship agent, AMA, helps employees search across the company’s extensive SharePoint estate. Instead of manual, time-consuming searches, employees can ask natural-language questions to find specific policies and procedures. According to Keith McCarthy, AMA provides comprehensive answers across multiple sources, saving time and reducing frustration. Its multi-lingual capabilities also help translate company policies in real time, supporting Capita’s global workforce.
• Employee-built agents: Capita has created an active community of end users who design their own agents to automate routine tasks. The company has already seen over 169 employee-built agents deployed, with new use cases emerging regularly.
• Department champions: To scale adoption, Capita identified champions in each department to mentor colleagues and share best practices. This approach helps democratise AI, enabling even non-technical staff to participate in building tools that improve their own workflows.

By using Copilot Agents, Capita is reimagining how knowledge is accessed and how processes are automated, embedding AI more deeply into its operations and preparing to extend these capabilities into client-facing services.