Capita and Microsoft Copilot against pension backlogs

Capita is integrating Microsoft Copilot to address the backlog of cases inherited in managing the UK Civil Service Pensions Scheme (CSPS). The goal is to accelerate the processing of requests and reduce waiting times for thousands of civil servants.

The outsourcing company has informed parliamentarians that artificial intelligence is prioritizing the most urgent cases. The implementation of Copilot represents an attempt to improve operational efficiency and cope with the difficulties encountered in managing the pension system.

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