CLOUD COMPUTING

Capita is a London-based BPO that has been working closely with Salesforce for many years now. From the moment that Agentforce was first launched in 2024, Capita has dived in headfirst. After a quick scan of Capita’ s operations, Matthew Schutz, the firm’ s EVP of Strategic Partnerships & Industry Solutions, found more than 200 use cases for Agentforce, and his team quickly began using AI agents to streamline its recruitment process. But it’ s not just client-side – Agentforce can help streamline so many internal processes too, from the mundane to the complex.

“ I never want to fill out a form again,” Matt says.“ I think in terms of employee experience, we should be using agents for that right? Forms should go away!” While Matt’ s particular frustration with paperwork is likely to have a great many sympathisers, he has his sights set on the bigger picture.“ I think the opportunity is there for every role at Capita to have an agentic equivalent alongside it. Agentforce isn’ t going to replace those roles – it’ s going to amplify them.”

Simplyhealth, a 153-year-old healthcare company serving 2.4 million customers, has become one of Agentforce’ s most compelling success stories since its launch last year. The company, which provides affordable healthcare access alongside the NHS, has been using AI to streamline its operations for two and a half years now, but Agentforce has really helped the organisation to switch gears.

When Dan Eddie, Director of Customer Service, and Claudia Nicholls, Chief Customer Officer, joined the company three years ago, they found an analogue operation struggling with outdated systems. Phone systems were constantly failing, and customer experience was poor.“ We had an on-premise telephone solution and a chatbot over here, but they didn’ t talk to each other,” Dan explains. But the transformation has been stark – and rapid. The company now processes 1,500 AI-generated emails weekly, while conversational AI handles 35 % of phone calls within two seconds, cutting down on long waiting times.“ Technology can really become a flywheel for better health outcomes, and that’ s, I think, super exciting,” Claudia says.