Capitec’s new AI tool knows your problem before you explain it

Capitec Bank has launched an internal AI tool called Pulse for its contact centre that reduces call handling times by up to 18%. Built by Capitec's own software team using Amazon Connect and AWS, Pulse activates when a client contacts support via the banking app and instantly surfaces relevant context — including payment data, app diagnostics, and risk indicators — so agents understand the issue before the conversation starts. A three-month pilot showed a 26% overall performance improvement. The bank claims it is a world first, though similar agent-assist platforms exist from major vendors. On privacy, the tool is event-triggered and time-limited, only active during a support interaction.