{"id":73993,"date":"2026-06-18T08:00:00","date_gmt":"2026-06-18T07:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&p=73993"},"modified":"2026-06-18T08:13:16","modified_gmt":"2026-06-18T07:13:16","slug":"capita-collaboration-agentforce-ai","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/uk\/news\/press-releases\/2026\/06\/18\/capita-collaboration-agentforce-ai\/","title":{"rendered":"Capita Expands Salesforce Collaboration to Deliver AI-enabled Outcomes across Defence, Education and Enterprise Operations"},"content":{"rendered":"\n

Following successful recruitment transformation, leading UK BPO expands Agentforce and MuleSoft adoption to automate complex business processes across defence, education, and regulated industries<\/em><\/em><\/p>\n\n\n\n

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LONDON \u2014 June 18, 2026 \u2014 Salesforce, the world\u2019s #1 AI CRM, and Capita, the AI-led business process outsourcer (BPO) that combines AI, automation, and decades of deep operational expertise, today announced a major expansion of their collaboration<\/a> to transform middle and back office operations at enterprise scale.<\/p>\n\n\n\n

Capita is combining its 40 years of process expertise across complex middle and back office processes with the full breadth of the Salesforce platform to deliver outcomes internally and externally with customers. Capita is deploying autonomous AI agents across its own workforce first – proving the model as Customer Zero before bringing it to market. An industry-first Framework Agreement between Capita and Salesforce now formalises how Capita will deliver Agentforce<\/a> and MuleSoft<\/a> to its BPO clients across defence, education, and other regulated industries.<\/p>\n\n\n\n

Capita was the first B2B company in Europe to deploy Agentforce. Their first use case was recruitment, saving over 1,000 management and recruitment hours in the first four months and cutting candidate screening time by 43%. Capita is continuing to lead on the innovation front and is now deploying autonomous AI agents across its workforce to automate complex, multi-step business processes. <\/p>\n\n\n\n

Salesforce has long been the front-office platform of choice for enterprises, powering sales, service and marketing at scale. With the addition of Agentforce Operations<\/a>, IT Service<\/a>, and HR Service<\/a>, Data 360<\/a> and MuleSoft<\/a>, the platform now extends well beyond the front office. Capita brings deep operational optimisation expertise honed across complex, regulated environments. Together the two organisations are unlocking autonomous AI-driven outcomes across the middle and back office, where the majority of enterprise process cost and complexity resides. But technology alone doesn’t deliver the outcomes. Capita embeds process experts who understand not just how AI works, but how to orchestrate people and agents together in live operations, driving the adoption that turns deployment into measurable performance.<\/p>\n\n\n\n

The Agentforce 360 Platform’s embeddable, API-first architecture forms the backbone of Capita’s middle and back office operations, enabling seamless AI integration without disruption to existing systems. By decoupling agent intelligence from any single user interface, the platform empowers Capita to embed Agentforce reasoning, actions, and orchestration directly into the diverse client systems, portals, and citizen-facing services it supports, eliminating the need for clients to adopt new front-end technology.<\/p>\n\n\n\n

To manage this at enterprise scale, Capita is leveraging Data 360<\/a> and MuleSoft Agent Fabric<\/a> to provide full governance and orchestration across hundreds of AI agents deployed throughout the organisation.<\/p>\n\n\n\n

Customer Zero: Proving the Model Inside Capita<\/strong><\/h2>\n\n\n\n

Capita’s “Customer Zero” approach rigorously tests every AI solution on its own operations before bringing it to clients. The results so far have validated the strategy:<\/p>\n\n\n\n