Here’s a summary of how Capita is empowering its employees to innovate using Copilot Agents within Microsoft 365 Copilot, according to Microsoft’s official customer story:
Democratising Innovation with Copilot Agents
- Copilot Agents (“no code” tools in Microsoft 365 Copilot) empower even non-technical users at Capita to easily build automated processes and workflows.
- The standout example is the AskMeAnything (AMA) agent, a search tool for navigating Capita’s large SharePoint estate. Instead of manual, time-consuming searches for policies and procedures, employees now just ask AMA, which delivers comprehensive, multi-lingual answers in real-time.
- Employees have praised AMA for saving time, reducing frustration, and enhancing access to critical data. The multi-lingual capability brings together Capita’s global workforce.
- Capita identified “champions” from each department to share knowledge with less experienced users, thus democratizing agent creation.
- Over 169 employee-built agents are now automating processes across the company.
- New use cases for agents are regularly suggested by end users, highlighting the accessible, inclusive, and community-driven approach.
- Capita has seen significant productivity gains, saving approximately 9,000 employee hours each month.
- The implementation of Copilot has elevated the employee experience, created greater inclusivity (helping users with diverse needs like dyslexia), and made AI accessible to a wider audience.
- The “no-code” nature of agents lowers the barrier to AI adoption, allowing non-technical staff to participate in automation and innovation.
- Capita now considers Microsoft 365 Copilot and Copilot Agents as essential to productivity and accessibility, and plans to roll out more licenses by the end of 2025.
- Capita will further expand AI integration, aiming to streamline complex business processes and build new client services using Copilot Agents.
- Continued collaboration between Capita and Microsoft is planned as AI continues to develop and reshape work environments.
- Sameer Vuyyuru, Chief AI & Product Officer: Committed to leveraging Agentic and Gen AI to drive efficiency and unlock growth.
- Tiina Stephens, Director of Digital: Copilot is central to Capita’s strategy, with ambitions to “go faster and much, much further” in partnership with Microsoft.
Full Microsoft Customer Story
Feel free to ask for more detailed examples, direct quotes, or specifics from this case study!
Source: Microsoft Capita empowers its employees to innovate using Copilot Agents | Microsoft Customer Stories
