Capita Deploys Microsoft Copilot To Triage Backlog

Capita is using Microsoft Copilot to triage and summarize incoming contact forms and case documents after taking over the UK Civil Service Pensions Scheme in December last year. The outsourcer told MPs it is managing an inherited backlog of about 86,000 cases affecting roughly 1.5 million members, with call volumes peaking at 25,000 weekly; Copilot is used to prioritize high-detriment cases for human follow-up. The move aims to speed case handling and reduce delays.