WEBVTT

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Corinne, welcome.

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Corinne, how real is the impact of GenAI

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on customer service in your view?

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It's a real impact.

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It's a real impact that you have seen,
seen the digitalization of the call center,

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but with an acceleration in the past 12-15 months.

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But yes, it's an impact.

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Talk me through if you would,
about the AI transformation at Capita.

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So we started that with the support of BCG 12 months
ago and our POC became very quickly BAU.

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So meaning we put it in place in our
process just because we took the decision

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with the team to focus in one single
piece, which is the augmented agenda.

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And we can see already after six months a
real impact in productivity,

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customer satisfaction and people
satisfaction at Capita as well.

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This is all moving so quickly,
but what do you see as the next big thing?

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This is a very good question.

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The next big thing is clearly agentic AI.

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It will revolutionize the industry.

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We will have hundreds of hundreds of
agentic AI supporting our humans in our

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in our call centers, but for the best
of our customer relationship,

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but for the best of our people as well.

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Fantastic, Corinne.
Thank you so much for your time.

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You're welcome.