Kapture CX

Kapture CX is an AI-powered customer experience platform that empowers businesses to deliver unified, personalized support across channels. It offers self-serve capabilities, AI-assisted agent tools, and industry-specific templates to reduce effort, accelerate resolutions, and boost customer satisfaction. The platform emphasizes GenAI-driven knowledge, omnichannel orchestration, and actionable insights to optimize both customer and agent experiences.

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How It Works

1. Self-Serve 2.0: Provide intelligent, intuitive, instant self-service options that help customers resolve issues on their preferred channel.
2. AI Service Suite for Agents: Equip agents with AI-assisted responses, next-best actions, and streamlined workflows on a single interface.
3. GenAI Knowledge Base: Create multilingual articles and FAQs that empower customers with instant access to information.
4. Omnichannel Experience: Seamlessly connect self-serve options and agent-assisted support across all channels (voice, chat, email, social, etc.).
5. Industry-Vertical AI: Leverage vertical LLMs and data to deliver hyper-personalized support tailored to BFSI, Retail, Travel, Digital Native, Energy & Utilities, and Consumer Durables.
6. Insights & Analytics: Collect and analyze feedback and interactions to continuously improve CX.

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Features

• AI Voice Bots
• Conversational AI Chatbots (industry-specific, decision-making, sentiment-aware)
• GenAI Knowledge Base with multilingual support
• Omnichannel Experience and Aggregation
• Self-Serve 2.0 for intelligent self-help across platforms
• Agent Suite (AI-assisted service tools) with Agent Assist & Co-Pilot
• Advanced Ticketing and Auto QA for omnichannel support
• Live chat, Email, SMS, WhatsApp, Instagram, and other channel bots
• Frontline/Field agent support integration
• AI-powered Smart Ticket Routing
• Conversation Intelligence for cross-channel insights
• Customer Intelligence for personalized experiences
• Insights and Analytics for data-driven decisions
• Persona & Vertical Surveys for targeted feedback
• Feedback Loop Management and Automation
• CX Load Prediction for resource planning
• 360° Customer View (Customer/Agent data consolidation)
• Security & Compliance (enterprise-grade controls)

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Industries & Use Cases

• BFSI, Retail, Travel, Digital Native, Energy & Utilities, Consumer Durables
• Use cases: Helpdesk Management, Omnichannel Contact Center, Internal Ticketing, AI Ticket Management, Service Center Software, Email Ticketing System

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Security & Compliance

• Enterprise-grade security and compliance
• AES-256 encryption, TLS 1.2, PHI/PII masking
• OWASP-aligned secure coding and regular VAPT
• DPDP regulatory compliance

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Why Kapture CX

• Deflects queries with AI self-serve options
• Speeds resolutions with AI service suite
• Improves CSAT with personalized experiences
• Helps teams do more with less via unified workflows

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How to Get Started

• Request a demo to see how Kapture CX can tailor workflows to your industry and scale with your team.

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Core Features (Tagging)

• AI Voice Bots
• Conversational AI Chatbots
• GenAI Knowledge Base
• Omnichannel Experience
• Smart Ticket Routing
• Agent Co-pilot & Agent Assist
• Advanced Ticketing
• Frontline/Live Agent Support
• Auto QA
• Reports & Analytics
• Customer Intelligence
• Insights & Feedback Management
• 360° Customer View
• Security & Compliance