Marvin OnumonuCapita has started using ‘Agentforce’, Salesforce’s digital labour platform, to help make its recruitment and workplace processes faster and more efficient.
The company worked with Salesforce to identify over 220 artificial intelligence (AI) and agentic use cases through its AI Catalyst Lab.
The move will help Capita manage workforce placement, assessment, and client engagement using AI, aiming to cut down recruitment times from weeks to hours and improve staff allocation based on skills and availability.
Capita is also developing an AI-powered recruitment-as-a-service tool, using Agentforce to process up to 10,000 candidates a year and match them to roles more accurately.
Adolfo Hernandez, CEO at Capita, said: “At Capita, we combine people, processes, and technology to deliver complex processes at scale.
“Salesforce’s Agentforce will help us to realise our ‘Better Capita’ strategy, which is underpinned by ‘Better Technology’.
“With agents and people working side-by-side, we’re excited to explore new business offerings from high scale recruitment through to next generation pension administration and streamlined customer and citizen support experiences.”
Zahra Bahrololoumi, CEO at Salesforce UK & Ireland, said: “Capita is setting the standard for what the AI centric future of work can look like in the UK – bringing people, data and AI together to reimagine how services are delivered at scale.
“We’re proud to deepen our collaboration to deploy Agentforce to the heart of Capita’s business and operations, unlocking new ways to serve customers, and empower its teams.
“More than a transformation, this is a bold vision for the role of digital labour in helping organisations move faster, operate smarter, and lead with confidence.”
