With the launch of Self-Serve 2.0, Kapture will enable customers to deflect upto 90% tickets, opening up the agent bandwidth for more strategic queries.

India, August 2024: Kapture CX, India’s leading GenAI powered CX automation platform has announced the launch of Self Serve 2.0, an AI-powered customer self service solution. This strategic step marks a significant milestone in Kapture’s journey to revolutionise customer service experience by leveraging the power of cutting-edge technology to deliver hyper-personalised customer experience. 

With this launch, Kapture aims to address the inadequacies of conventional self-serve options available in the market. Not only do they fail to address customer queries due to their generic responses but also  add an increased pressure on human agents. In addition, the long wait time results in high frustration levels as customers have to wait for days before resolution. Kapture’s Self Serve 2.0 reduces waiting time from days to minutes, ensuring quick resolution and reduced frustration. 

Commenting on the launch, Gaurav Juneja, CRO of Kapture CX said, “At Kapture we have always been committed towards addressing evolving customer service issues by continuously innovating to solve the niche problems, leading us to create Self Serve 2.0. Driven by its capacity to empower customers in resolving issues independently, we are hoping to set new benchmarks in customer support, boosting high levels of customer satisfaction.”    

In contrast to traditional self-serve options, Kapture  Self-Serve 2.0 is powered by vertical LLMs and these deeply trained AI models boast industry specific knowledge which enables them to provide accurate and relevant responses across all customer segments. Not only can the platform handle 20 million conversations weekly which ensures smooth operations during peak periods, but also uses data to tailor the experience to each customer persona, opening doors to more meaningful interactions.   

The Self-Serve 2.0 offers seamless integration across all channels, including web, mobile app, and social media, thereby delivering consistent customer experience. Its integration with customer data platforms offers targeted solutions that address specific concerns and the incorporation of anticipatory AI enables customer data analysis for predicting potential issues, deflecting tickets altogether. Additionally, its advanced AI conversational chatbots, voicebots, and Kapture bots provide streamlined resolution, enhanced efficiency, and smooth human-like experience.    

Kapture’s latest invention is a testament to the company’s innovative capacity and tech acumen, all set to revolutionise customer service with an emphasis on faster, efficient, and personalised experience.       

About Kapture CX

Kapture is an enterprise-grade AI-powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx

Kapture CX bridges the gap between customer expectations and their experience in the BFSI sector by facilitating the adoption of Gen AI-powered customer support.

India, July 2024: Kapture CX, a leading provider of Gen-AI powered customer experience platform has bolstered its presence in the BFSI sector, anticipating it to contribute to 25% of this quarter’s new business and is poised to grow exponentially in the coming years. Kapture’s continued expansion into the BFSI segment signifies a pivotal achievement in its mission to redefine customer support across diverse industries, including banking and finance.

Kapture CX is a verticalized solution provider that caters to the BFSI sector and all its prominent sub-verticals including lending, insurance, wealth and asset management, payments, trading, fintech & neobanks. It transforms the customer experience and empowers niche use cases by addressing operational inefficiencies, security threats, fragmented systems, and late resolution of customer queries. 

In a short span, the integration of Kapture CX has helped several BFSI players including Aditya Birla Capital, Airtel Payments Bank, Universal Sompo, Reliance Securities, Incred, ProgCap, AEGON, JM Financial, among others record notable improvements in its key metrics.     

Additionally, it is actively pivoting towards integrating advanced Gen AI capabilities to aid customer support across all touchpoints and offering omnichannel support for hyper-personalization, given that the BFSI sector possesses a great appetite for advanced technologies and is in fact one of the earliest adopters. 

Being an end-to-end customer experience platform, Kapture has enabled the customer support teams of organizations in the BFSI sector to protect sensitive financial data through an industry-leading encryption process, data masking, and localized data storage. Additionally, it has developed LLMs in-house that are GDPR compliant to further keep sensitive information private and in compliance with regulations. Kapture also boasts of industry-leading certifications such as  ISO 27001, SOC 2 Types 1 & 2, HIPAA, and more.

For enhancing customer satisfaction which remains a primary concern for the BFSI industry, Kapture leverages its unified ticket management to consolidate customer data onto a single screen to streamline and query resolution process. 

Commenting on the need to revolutionize customer experience in the BFSI space, Gaurav Juneja, CRO  of Kapture CX said, “BFSI companies have long struggled with high customer acquisition costs and retention especially when the customer support process is fragmented. Our extension of CX support to the BFSI sector automates the customer journey with an emphasis on personalization, efficiency, and tech prowess. Our value proposition has found great resonance with several large players, both in India and globally, and are looking forward to expanding this vertical.”   

To enhance its offering in the BFSI vertical, Kapture harnesses the power of Gen AI which analyses customer data and ongoing tickets to upsell or cross-sell opportunities to agents whenever a ticket is raised. In tandem, Kapture adopts a multi-pronged approach – smart routing of tickets to ensure they are assigned to the right agent that further ensures agents follow streamlined workflows and have all information at their tips to provide the most accurate resolutions. 

Furthermore, Kapture CX also leverages Auto QA that follows through with post-call analysis to ensure continuous improvements. Along with this, agents can loop in experts from other teams to deal with complex customer issues with side conversations thereby, ensuring timely resolution of tickets and fostering cross-functional collaboration.

As part of its strategic expansion in the BFSI segment, Kapture is planning to integrate its Gen AI voice bot for a more natural and efficient customer experience, with faster resolution times and increased customer satisfaction, potentially eliminating the ever-frustrating IVR queues. Additionally, Kapture is also implementing bot analytics and natural language queries. 

Driven by the fact that efficient and prompt service qualities serve as the baseline for the BFSI sector, Kapture offers agent assistance, personalized FAQs, and an automated quality assurance process. This helps deliver omnichannel, centralized, and multilingual support, enabling BFSI companies to witness a 28% uptick in CSAT scores, a 41% reduction in the cost of support, and a 53% decrease in average handling time.

Since Kapture CX is available on the Google Cloud marketplace and SAP Store, it brings superior CX to large enterprises by partnering with large partners across geographies. 

About Kapture CX

Kapture is an enterprise-grade AI-powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx

Bangalore, India – 10th July 2024 – Kapture CX, a leading provider of enterprise-grade Gen-AI powered customer experience management (CXM) platform, today announced it has been recognized as a Leader in the SPARK Matrix: Voice of Customer Platform, 2024 by Quadrant Solutions. This prestigious designation highlights Kapture CX’s commitment to innovation and excellence in delivering best-in-class VoC solutions.

“We are thrilled to be positioned as a Leader in the SPARK Matrix for Voice of Customer Platforms,” said Vikas Garg, CPO, Kapture CX. “This recognition underscores our dedication to empowering businesses with the tools and insights they need to understand and exceed customer expectations. Kapture Insights empowers organizations to capture, analyze, and act on customer feedback across all touchpoints, driving measurable improvements in customer experience and loyalty.”

Kapture Insights: A Comprehensive VoC Platform

Kapture Insights stands out for its ability to capture omnichannel customer feedback, including direct channels like email, WhatsApp, social media, and kiosks, as well as indirect sources like social media comments and app store reviews. Advanced analytics capabilities like Natural Language Processing (NLP) and real-time sentiment analysis provide deep insights into customer behavior and sentiment.

Kapture Insights empowers businesses to:

• Capture Comprehensive Feedback: Gather a holistic view of customer sentiment across all touchpoints.
• Derive Actionable Insights: Leverage advanced analytics to understand customer needs and identify areas for improvement.
• Make Data-Driven Decisions: Real-time reporting and KPI dashboards enable proactive decision-making.
• Improve Customer Satisfaction: Address customer issues promptly and efficiently.
• Drive Customer Loyalty: Foster stronger customer relationships through personalized experiences.

Analyst Recognition

The Quadrant Solutions report acknowledges Kapture Insights’ strengths in technology excellence and customer impact. The report highlights the platform’s comprehensive feedback capture capabilities, advanced analytics, real-time sentiment analysis, and in-built case management system. Kapture CX is credited with enabling organizations to significantly enhance their ability to understand and respond to customer needs, leading to improved customer experience, satisfaction, and loyalty.

Looking Ahead

Kapture CX is committed to continuous innovation and expansion. The company’s roadmap outlines plans for enhanced user experience, advanced predictive and prescriptive analytics, strategic partnerships, and geographic growth. Kapture CX will also diversify into new industry verticals, offering industry-specific solutions to deliver exceptional customer experiences.

About Kapture CX

Kapture is an enterprise-grade AI-powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx

India, 5th July 2024: Kapture CX, a leading provider of customer experience solutions, concluded its high-energy annual sales meet on July 5th, 2024. The two-day event, held on July 4th and 5th, brought together the company’s sales force from across the globe for a strategic deep dive, product roadmap discussions, and motivational sessions.

The meet kicked off with an opening note from Gaurav Juneja, CRO at Kapture CX who led a session on target setting, outlining the goals and objectives for the upcoming year.

The agenda featured dedicated sessions on Kapture 2.0, presented by Sheshgiri Kamath, CEO & Co-founder, Kapture CX, and the company’s product roadmap, delivered by Vikas Garg, CPO & Co-founder, Kapture CX. These sessions provided in-depth insights into Kapture’s latest advancements and plans.

Learning from Industry Leaders: A key highlight of the event was the “The Other Side” session featuring guest speakers: Sourabh Pandey, CX Head at Meesho, and Shailesh Kekre, a former McKinsey partner and investor, who offered his expertise on consultative selling strategies. The meeting also focused on equipping the sales team with the necessary tools and practical guidance for honing sales techniques. 

The final day featured presentations outlining an analysis of the previous year and ambitious plans for achieving 100% YoY growth. The meeting concluded with a recognition ceremony celebrating the team’s achievements, followed by closing remarks from Gaurav.

“The annual sales meet was a fantastic opportunity for our team to come together, strategize, and get inspired,” said Gaurav Juneja “The insightful sessions, guest speaker presentations, and recognition program have instilled a renewed sense of purpose and motivation within the sales force.”

About Kapture CX

Kapture is an enterprise-grade AI-powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx