Capita PLC (LSE:CPI) has won contract extensions for its call centre business with Samsung Electronics (KRX:005930) consumer and business customers in the UK, answering calls, emails and social media queries from people who have bought mobile phones, TVs and other products from the Korean colossus.
The outsourcer will "deliver impactful transformation", it said, including a pilot of its Agent Suite generative AI platform that supports contact centre agents, such as by summarising calls, suggesting responses, or automating routine queries.
Capita, which has worked with Samsung UK since 2011 and services business customers since 2016, said its use of AI will "provide a more personalised and proactive service, improving the customer and colleague experience", which it said "aligns with and supports Samsung’s mission to inspire consumers to adopt the company’s innovative technology".
Corinne Ripoche, CEO of Capita's Experience division, said: "These new contracts further strengthen our 14-year partnership with Samsung, and we will be prioritising innovation and quality to ensure seamless, efficient, and valuable experiences for Samsung and their customers.
"I am especially excited that we will be driving these experiences via the increased application of technology and AI."