Capita PLC (LON:CPI) renewed its call centre and customer handling contract with Tesco Mobile for three years in a deal worth £57.6mln that will see much of the work automated.
The outsourcer said it will deploy new AI-based speech analytic technology as part of the extension that will prompt advisers how to respond during live calls with an auto-transcription ability.
Capita said it would also use technology for rapid self-serve authentication and a set of automated routes that can be completed without needing to speak to an adviser.
Tesco and Capita have been working for five years and this contract extension starts from September
Aimie Chapple, customer manager at Capita, said: “The solution will deliver a digitally-enabled transformation that will continue to improve the interactions that customers have with Tesco Mobile.”