Bengaluru, 7th November 2025 — Kapture hosted its first-ever CXclusive Series event, and it was a resounding success! The one-day gathering brought together over 70 participants from 25+ leading brands, creating an engaging platform for collaboration, learning, and networking among India’s top CX and digital transformation leaders.
Friday evening was a perfect blend of insightful discussions, product unveiling, networking, and fun at Kapture CXclusive – Agentic AI in CX event.

25+ leading brands came together to explore how Agentic AI is redefining customer experience across sectors.

Our panel, moderated by Himanshu Garg (CTO, Kapture CX), featured industry leaders,  who brought deep insights and energy to the discussion::

• Sahil Palejwala (Jio Credit Limited) – Conversational automation at fintech scale

• Rohil Ahmed (Bigbasket) – Empathy & precision in high-frequency retail

• Ishan Garg (Reliance Retail) – Operationalizing AI across multiple touchpoints

• Shahnawaz (Big 4) – Governance & enterprise readiness in CX transformation

The discussion was rich, real, and forward-looking – from scaling AI responsibly to driving human empathy through automation.

The event drew strong participation from industry pioneers including Bigbasket, JioMart, Meesho, Jio Finance, Chaitanya, Olyv, Incred, Zivame, Cricallog, Vedantu, Digit Insurance, Akshayakalpa, Jockey, Landmark, Zolve, Yubi, ACT Fibernet, Manipal, KPMG, Deloitte, Rapido (Ownly), Wakefit, Pop Club, and DTDC, among others.

With the theme “From Automation to Autonomy,” the CXclusive Series explored how Agentic AI is revolutionizing customer experience, shifting from task automation to true autonomy. The sessions highlighted real-world use cases of Kapture’s Agentic AI platform, Vitos, which enables AI agents to act, reason, and resolve customer issues end-to-end, driving both efficiency and empathy.

Leaders from across industries exchanged ideas on AI-led transformation, human-AI collaboration, and industry-specific CX challenges, sparking lively discussions and meaningful connections. The energy in the room made one thing clear that Agentic AI is here to redefine the future of CX.The CXclusive Series will continue to bring together CX practitioners, innovators, and thought leaders across cities to explore the evolving intersection of AI, automation, and experience orchestration.

About Kapture CX

Kapture is an enterprise-grade, AI-powered Omnichannel Customer Experience platform designed to transform support operations. With a sharp focus on industries like Retail, BFSI, Travel, Energy, and Consumer Durables, Kapture empowers over 1000+ businesses across 16 countries to deliver seamless, intelligent, and personalized customer service at scale.

Author

Sohail Shaikh

Senior Manager – Product Marketing

enquiries@kapture.cx

India, October 29, 2025 – INCLUD, a leading digital-first brand, has partnered with Kapture CX to centralize and streamline its customer support operations through Kapture’s AI-powered Agent Workspace and WhatsApp Flow-based Chatbot.

With the growing need to manage multi-channel interactions efficiently, INCLUD chose Kapture CX to unify conversations across email, social media (Facebook, Instagram), WhatsApp, Google reviews, and calls all within a single platform. The move aims to enhance resolution speed, ensure process adherence, and provide a consistent, personalized support experience across every touchpoint.

Unified Support, Simplified Operations

Through the Kapture Agent Workspace, INCLUD’s support teams can now manage, assign, and resolve tickets from multiple digital channels in real-time. The unified system enables seamless tracking, SLA-based escalations, and automated customer satisfaction (CSAT) collection helping teams focus on faster resolutions and improved service quality.

The integration with Shopify and Knowlarity ensures that agents have full visibility into customer and order details, along with the ability to handle calls and tickets directly from the Kapture interface.

Automation with a Human Touch

INCLUD has also deployed a WhatsApp-based flow chatbot, powered by Kapture CX, to manage structured customer interactions and automate ticket creation. Designed around INCLUD’s specific process journeys, the chatbot identifies customers, handles common queries, and automatically escalates unresolved cases to live agents ensuring no customer query goes unanswered.

The chatbot will handle up to 20,000 chat sessions per month, offering 24×7 support availability and a faster, more consistent customer experience.

AI-Powered Efficiency

By leveraging Kapture’s Generative AI suite, including tools like Agent Assist for smart response suggestions, auto-summarization, and tone optimization, INCLUD’s agents can respond faster and more effectively. This AI layer ensures every conversation is not only efficient but also contextually relevant and aligned with brand tone.

About Kapture CX

Kapture CX is an enterprise-grade, AI-first customer experience platform designed to simplify and automate customer support. With capabilities spanning ticketing, CRM integration, agent assistance, and automation, Kapture CX enables organizations to deliver intelligent, personalized, and scalable service experiences across channels.

Author

Sohail Shaikh

Senior Manager – Product Marketing

enquiries@kapture.cx