This is the Trace Id: 874df2c1045c7fc64680d9855252f254
6/24/2025

Capita empowers its employees to innovate using Copilot Agents

As a tech-driven leader in its industry, Capita is exploring AI to enhance its internal operations, employee experience, and to create better outcomes for clients.

Capita adopted Microsoft 365 Copilot, an enterprise AI assistant integrated into Microsoft 365. Using this tool, the company is empowering employees across the business and driving innovation with Copilot Agents.

The company made major gains in productivity and efficiency, saving 9,000 employee hours per month, whilst also elevating the employee experience and driving greater inclusivity.

Capita
Sameer Vuyyuru, Chief AI & Product Officer, Capita

“We’re committed to leveraging Agentic and Gen AI. By integrating Microsoft 365 Copilot, this allows us to streamline the complex business processes we deliver for our clients. Our goal is to harness AI to create better outcomes for our clients, drive efficiency and unlock new opportunities for growth.”

Sameer Vuyyuru, Chief AI & Product Officer, Capita

Eager to continue its mission as a tech-enabled outsourcing business, Capita is exploring how AI can reshape its internal processes, employee experience and create better outcomes for clients. The company has embarked on a CEO-driven transformation programme, aiming to use Agentic AI to streamline its operations and break down barriers to knowledge.

To kick-start this programme, Capita adopted Microsoft 365 Copilot, an enterprise AI assistant integrated within Microsoft 365 applications that enhances productivity and empowers employees, whilst keeping data safe. 

Tiina Stephens, Director of Digital at Capita, reflects on this decision: “Security was one of the primary reasons we chose Copilot. As most of our enterprise data and processes sit within Microsoft 365, we knew Copilot was a safe way to introduce an individual productivity tool, ensuring our data is protected within the fabric of Microsoft.”

Delivering change on a strong foundation

For its initial rollout of Copilot, Capita started with a small trial across different business areas in the company to explore the benefits and build a case for wider adoption. As it stands today, Capita has deployed three thousand licences across the business.

Tiina Stephens explains: “The pilot scheme expanded quickly as we began to see evidence of business value. At first, this was around individual productivity. Then, as we started to build a business case for further adoption, we realised how Copilot could benefit team environments and end-to-end workflow management.”

To ensure a successful rollout, Capita leveraged its long-standing partnership with Microsoft, leaning on Microsoft’s support services and best practice guidance. Capita also collaborated with Microsoft’s legal teams to ensure its adoption of Copilot was compliant with the European Union’s Artificial Intelligence Act and aligned with its own data governance strategy.

Enhancing the employee experience

Microsoft 365 Copilot has helped transform many workflows at Capita, empowering employees to do their best work – in less time – whilst encouraging innovation and eliminating barriers to AI. 

In one month alone, Copilot enabled Capita employees to save 9,000 hours.

For example, Copilot’s text suggestion feature is enabling employees to create more accurate, compelling documents within Microsoft 365 applications. Similarly, Copilot’s transcribe feature in Microsoft Teams is enabling employees to have more efficient meetings, free from the burden of manually writing notes and post-meeting summaries.

Chris Dillon, Head of Outdoors at Capita Entrust, which supports schools and educational institutions across the UK, illustrates how Copilot is generating excitement at the company: “There’s a real buzz around Copilot at Capita at the moment. Lots of employees are talking about it on our social media and forums. It's exciting because it feels like something I can be part of. Copilot is helping us to be open in different ways, making AI accessible for everyone.”

“There’s a real buzz around Copilot at Capita at the moment. Lots of employees are talking about it on our social media and forums. It's exciting because it feels like something I can be part of. Copilot is helping us to be open in different ways, making AI accessible for everyone.”

Chris Dillon, Head of Outdoors, Capita Entrust

Nurturing an accessible, inclusive workplace

Capita strives to foster an inclusive and accessible workplace for everyone as a disability-confident business. Adopting Microsoft 365 Copilot aligns with this mission, helping employees with disabilities and neurodiverse needs to make notes, summarise large texts and create presentations much faster and more accurately than before.

Chris Dillon says: “Several of my colleagues have quite strong dyslexia – and they have gone to town with Copilot. You can see how it has really boosted their confidence, for example, when composing emails with the right tone.”

Capita has used Copilot to level the playing field for its employees, empowering everyone to work efficiently, save time and deliver better customer-facing content. This is having a positive impact on wellbeing, with neurodiverse end users highlighting how their use of Copilot has reduced pressure and the fear of missing things. They are now more confident when completing complex tasks. 

Copilot is also removing barriers to AI for older users, who can lack confidence with new technology.

Richard Walklate, Outdoor Education Manager at Capita Entrust, explains: “Copilot is accessible to everyone. I’ve seen how it can support older colleagues who might be a bit unsure around technology. It’s helping them to transform their written content and emails, ensuring they’re written professionally and make an impact.”

Democratising innovation with Copilot Agents

Capita is also reaping the rewards of Copilot Agents, the “no code” tools within Microsoft 365 Copilot that enable non-technical users to build automated processes and workflows easily.

The company’s most prominent agent is AskMeAnything (AMA), a search tool that helps employees navigate its vast SharePoint estate. Using this tool, employees can ask questions to find specific policies and procedures within the SharePoint knowledge base, instead of time-draining manual searches.

"The AMA agent has been a game-changer for me and my team. By leveraging Copilot, AMA provides comprehensive answers to queries, streamlining the search process across multiple sources. This has saved us valuable time and reduced frustration,” enthuses Keith McCarthy. “Having a multi-lingual agent that translates company policies and procedures in real-time brings us closer together as a global company. AMA has demonstrated how AI can enhance workflows and improve access to critical data across the business."

To empower non-technical employees to build their own agents, Capita identified champions from each department who could share their knowledge with less experienced users. As a result, employees are building their own agents, with over 169 employee-built agents now automating processes.

Keith McCarthy explains: “We’ve got an active community of end users developing their own agents, with new use cases being suggested every day. As agents are no-code, they democratise AI, bringing the barrier down so even non-technical people can get involved and start developing their own tools. It's powerful.”

Embedding AI into the heart of Capita

Capita has achieved a profound transformation using Microsoft 365 Copilot. It is now the company’s tool of choice for productivity and accessibility, enhancing employee experience for everyone in the organisation. Due to this success, Capita plans to deploy more licences by the end of 2025.

Sameer Vuyyuru, Chief AI & Product Officer at Capita shares: “We’re committed to leveraging Agentic and Gen AI. By integrating Microsoft 365 Copilot, this allows us to streamline the complex business processes we deliver for our clients. Our goal is to harness AI to create better outcomes for our clients, drive efficiency and unlock new opportunities for growth.”

“As we have such fantastic traction and engagement with Copilot, the next phase for us is to extend our licences and explore how it can enhance end-to-end business processes,” says Tiina Stephens.

From a strategic perspective, Capita intends to embed AI into everything it does, including using agents to build services for its clients. This continued expansion of Copilot will be underpinned by Capita’s close partnership with Microsoft, with the two companies planning to collaborate further as AI continues to develop and reshape the modern workplace.

Tiina Stephens emphasises: “AI is a cornerstone of Capita’s strategy. We want to go faster and much, much further – and Microsoft will play a major role in this.”

Discover more about Capita on LinkedIn and YouTube.

“As we have such fantastic traction and engagement with Copilot, the next phase for us is to extend our licences and explore how it can enhance end-to-end business processes.”

Tiina Stephens, Director of Digital, Capita

Take the next step

Fuel innovation with Microsoft

Talk to an expert about custom solutions

Let us help you create customized solutions and achieve your unique business goals.

Drive results with proven solutions

Achieve more with the products and solutions that helped our customers reach their goals.

Follow Microsoft