As a digital workforce,Agentforce, Salesforce’s Digital Labor Platform, will help Capita quickly transform the recruitment process by autonomously taking action on early-stage tasks, such as enabling candidates to find jobs that fit their needs, assessing thousands of resumes in seconds, and narrowing the candidate pool for a potential match. Agentforce will interact with candidates in natural language and suggest the most relevant openings for them. For example, a recent college graduate might come to Capita’s website looking for a position. Agentforce will ask what they’re looking for, prompt them to upload their CV, instantly analyze it, and suggest relevant roles. Once they apply, Agentforce can then suggest next steps for the human recruiter, helping them move qualified candidates through the hiring process faster‌ — ‌a significant advantage for businesses that need to keep thousands of roles filled or staff up quickly for holiday seasons and peak campaigns. 

“With Agentforce, we will be able to build a high-volume recruitment platform that can accommodate around 10,000 people a year,” said Hernandez. “It’s really just the start of our agentic journey with Salesforce. We believe an agentic economy represents huge growth potential for UK businesses.”

Once candidates enter the hiring pipeline, Agentforce will soon be able to simplify the interview process by engaging applicants in multiple languages, answering questions in real time, scheduling interviews, and even handling pre-interview inquiries to ensure job seekers feel valued at every stage. Recruiters can then focus on building relationships with active candidates, providing them with a more engaging and personalized experience. With humans and agents working together, Capita envisions compressing the typical recruitment timeline from as many as three months to just 24 hours. 

MuleSoft, Salesforce’s technology platform integrator, will help connect Agentforce with Capita’s HR systems, like Workday. Being able to dip into unified candidate data, career site listings, and details from Workday and other applications, Agentforce can keep hiring records and job opportunities up-to-date throughout the recruiting process. When candidates are hired, their data will be automatically uploaded into company records, making sure key details are on hand when they’re needed.

Agentforce will also help Capita ensure customers maintain business continuity. For example, customer contact centers can see high turnover rates, averaging 30-40%. By analyzing time-to-hire, monitoring staffing trends, and predicting attrition, Agentforce will be able to help fill roles before vacancies occur, shielding Capita’s customers from interruptions to their business. The company will feed millions of pieces of structured data, such as candidate details, and unstructured data, such as PDF resumes, from its HR systems intoData Cloud. Agentforce will then be able to reason across that data and predict future staffing needs based on trends such as how successful the job description was in attracting or retaining candidates. 

Agentforce augments Capita’s recruiting experts with a digital labor platform that empowers them to manage candidates and new hires with unprecedented efficiency. By automating early-stage pieces of the recruitment and hiring process, Agentforce will enhance the candidate experience and support scalable recruiting efforts. And with integrated CRM applications likeSales Cloud andService Cloud, the applications that give representatives the data they need to interact with candidates and customers, Capita has a single source of truth for every candidate and customer to enhance service and personalize interactions. 

What’s more, Salesforce solutions integrate seamlessly with their existing platforms, using MuleSoft to connect to their HR system (Workday) and enabling real-time data exchange between applications. This unimpeded data flow will allow Capita to deliver exceptional candidate experiences and scale its global recruiting efforts.

“You're going to see an acceleration of processes. You're going to see economic value creation, and you're going to see an improvement in customer service,” said Hernandez. “It's too big an opportunity not to grab it with both hands.”