Capita scales agentic AI to transform business process outsourcing

Challenge

Building the foundation for scalable agentic AI

To better serve its public and private sector clients at scale, Capita is becoming a fully AI-enabled BPO company that integrates human expertise with agentic AI across all operations. The company has already established a strong foundation, including an AI charter, a governance forum for use cases, and ISO 42001 compliance is well underway.

Achieving this vision requires a technology landscape where AI agents can securely and easily access the right data. Capita’s existing environment made this difficult. Historically, integrations were delivered through project-led, point-to-point approaches, resulting in a fragmented architecture that was hard to scale, reuse, and govern.

At the same time, delivering outsourcing contracts often requires seamless integration with client systems, particularly in complex environments. Capita needed to move away from tactical integrations toward a composable, loosely coupled architecture as a future-proof foundation for its AI ambitions.

Objective

Establishing a standardized integration backbone for AI agents

To support its plans for agentic AI, Capita set out to establish a modern governance and orchestration layer that supports standardization and reusability across its technology ecosystem. Its key objectives were to:

Enable agentic AI at scale with a unified layer for AI governance, visibility, and control across platforms, including Agentforce, Azure, and AWS.
Accelerate delivery of contractual outcomes through simplified, scalable integration with client systems.
Unlock the full potential of its Salesforce solutions, such as Agentforce, Data Cloud, and Service Cloud for internal and client-facing operations by seamlessly and securely connecting systems and data.

Solution

Scaling governance and orchestration across 350+ AI agents

Capita built a strategic integration backbone on MuleSoft, extending its use to support both agentic AI and its broader Salesforce ecosystem. This foundation combines API management with advanced features so Capita can adopt AI agents at scale.

Capita uses MuleSoft Agent Fabric as a single governance and orchestration layer for more than 350 production AI agents. Through MuleSoft Agent Scanners, MuleSoft Agent Registry, and MuleSoft Agent Visualizer, it can automatically detect, register, and monitor agents across platforms, creating a unified inventory, preventing shadow agents, and providing end-to-end traceability and telemetry.

MuleSoft also enables multi-agent orchestration, allowing Capita to build agents close to where data resides across Azure, AWS, and Agentforce, while ensuring secure, governed access to ERP, CRM, and HR systems. Capita plans to adopt LLM Gateway in the future to simplify model switching as usage scales.

Supporting a composable approach for faster contract delivery

Capita uses MuleSoft Anypoint Platform to integrate client systems and accelerate delivery. Standardized API development enables reuse and faster onboarding. For example, Capita works with one public sector organization to deliver a front-end service desk for employees. It uses Salesforce Service Cloud to manage cases, while MuleSoft integrates with the client’s internal systems to enrich data and ensure a seamless user experience.

Capita also uses MuleSoft’s runtime, observability, and monitoring capabilities to ensure performance, reliability, and full visibility across integrations and APIs. By the end of 2026, Capita expects to manage more than 100 reusable APIs in MuleSoft.

Faster deployment through a strategic partnership

Capita partnered closely with MuleSoft Professional Services, including a virtual CTO (Chief Technology Officer), to establish a MuleSoft Center for Enablement & Excellence operating model that streamlines standards, governance, and developer onboarding. It also uses MuleSoft engineers and architects to augment internal teams on specific projects, while continuing to build long-term self-sufficiency.

MuleSoft Agent Fabric gives us a single point of control for more than 350 AI agents, with the visibility and governance we need to scale agentic AI for both internal operations and client-facing initiatives.

Jon Harvey

Head of AI Operations, Capita

Results

Driving AI innovation for greater competitive advantage

Capita now has the foundation to securely scale its multi-agent, multi-platform model. With MuleSoft, the team develops and delivers APIs 20% faster, accelerating contract delivery, reducing costs, and bringing AI-driven services to market more quickly.

Underpinned by MuleSoft, Capita’s AI agents have seamless, secure access to enterprise data and are already delivering a competitive advantage. For example, its online recruitment agent, built on Agentforce, chats with applicants via the website and matches CVs and requirements to available roles. MuleSoft connects this agent to systems such as Data Cloud and HR platforms, ensuring accurate, real-time responses to website users.

With strong AI agent orchestration and integration in place with MuleSoft, Capita plans to expand its use of AI agents to streamline internal operations and create new revenue streams and offerings for its clients.

We wanted one unified view of every AI agent across the organization, and we wanted every employee to be able to build. MuleSoft gave us the governance framework to do both, enabling us to scale AI adoption across every layer of the business without compromising control or innovation.

Tiina Stephens

Director of AI Engineering, Capita