Kapture CX, a leading Gen AI-powered CX automation provider, is excited to announce the launch of GenAI KB, a groundbreaking feature set to revolutionize the way customer service agents handle pre-ticket assignments. GenAI KB is designed to significantly enhance customer satisfaction by reducing response times, alleviating agent frustration, and improving the overall customer experience.

Customer service teams are facing increasing pressures, leading to a 20% increase in average response times, a 30% rise in the Agent Frustration Index, and a 15% decrease in customer satisfaction due to overwhelming ticket volumes and delayed query resolution.

GenAI KB is a powerful feature that streamlines knowledge retrieval and empowers agents with quick access to relevant information. By significantly reducing the dependency on support tickets, GenAI KB addresses the critical challenges faced by customer support teams.

Key Features of GenAI KB:

1. Generate FAQs: Quickly generate FAQs based on uploaded documents and web links, allowing organizations to compile FAQs efficiently and enhance user support and self-service.
2. Connect with Knowledge Base: Access additional information from the knowledge base when specific FAQs are not available, ensuring users receive comprehensive information.
3. Question Answering System: Provide a robust system for answering user queries, enhancing user experience with accurate and context-aware responses.
4. Ticket Deflection: Proactively address user queries to reduce support ticket volume, leading to more efficient query resolution and improved customer satisfaction.

GenAI KB integrates seamlessly with various types of chatbots to further enhance customer interactions. Knowledge Base-Based Chatbots provide accurate information by searching through structured information repositories. Conversational Chatbots simulate natural human conversation using machine learning and natural language processing, while Rule/Flow-Based Chatbots guide users through predefined flows, ensuring structured and controlled interactions.

Key Benefits

• Enhanced User Engagement: Conversational chatbots provide more engaging interactions, fostering positive user experiences.
• Efficient Information Retrieval: Knowledge Base-Based chatbots streamline information retrieval, enhancing customer support efficiency.
• Structured Interactions: Rule/Flow-Based chatbots ensure controlled interactions, improving process accuracy.

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, 16th Feb 2024 – Kapture CX, a leader in AI-powered customer experience automation platform, is proud to announce a strategic partnership with CompassWay, a pioneer in customer experience consultancy across the Saudi and GCC markets. This powerful alliance merges Kapture’s cutting-edge CX technology with CompassWay’s extensive regional insight to deliver tailor-made solutions and unlock robust business growth opportunities.

What This Partnership Means:

• Tailor-Made CX Solutions: Combining Kapture CX’s advanced automation technology with CompassWay’s regional expertise, this partnership aims to provide customized customer experience solutions specifically designed for the Middle Eastern market.
• Fresh Avenues for Growth: By leveraging the strengths of both companies, businesses in the Saudi and GCC markets can expect innovative, customer-centric solutions that drive growth and development.

Waleed AlHamdan, CEO of CompassWay, shares his enthusiasm about the collaboration: “I’m thrilled about our partnership with Kapture CX, a beacon in CX technology. This partnership promises to redefine the customer experience by pooling our expertise and resources for innovative, customer-centric solutions that foster growth and development.”

Gaurav Juneja, CRO of Kapture CX, echoes this excitement: “Partnering with CompassWay marks a significant step in our mission to transform customer interactions. Together, we’re geared up to deliver groundbreaking solutions that will redefine business engagement with customers throughout the region. The next chapter in CX begins now.”

As CompassWay and Kapture CX combine their strengths, anticipate transformative solutions that will shape the future of customer experiences in the Saudi and GCC markets.

For more information, please visit: https://compassway.me/

About CompassWay 

CompassWay is a prominent Customer Experience and Business Growth Consultancy, dedicated to providing innovative solutions that drive business success across the Saudi and GCC markets.

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

Bengaluru, India, 16th Feb 2024: HORIBA India, a subsidiary of the world-renowned HORIBA Group, has successfully implemented Kapture CX’s industry-leading solution. This strategic collaboration leverages the power of next-generation GenAI and CX automation technologies to propel HORIBA India’s customer experience from satisfaction to true customer delight.

“We are thrilled about the capabilities that Kapture CX brings to the table, particularly within the consumer durables space where customer expectations are constantly changing,” said Mr. Rajeev Gautam, President of HORIBA India. “With GenAI and automation powering Kapture CX, we gain the support we need to elevate our customer experience from satisfaction to delight. Their team has been instrumental in every step of the process, helping us establish a strong foundation of trust. We are incredibly excited to witness the evolution of this partnership and look forward to a long-lasting relationship with Kapture CX.”

Kapture CX’s cutting-edge platform empowers HORIBA India to streamline customer interactions, personalize support experiences, and proactively address customer needs. This comprehensive solution integrates seamlessly with existing systems, enabling real-time data analysis and the generation of actionable insights. By leveraging these insights, HORIBA India can anticipate customer requirements, personalize outreach efforts, and address concerns swiftly and efficiently.

Sanchit Sood, COO of Kapture CX, expressed his enthusiasm for the partnership: “We are honored to collaborate with a prestigious organization like HORIBA India and play a pivotal role in their customer experience transformation journey. Our GenAI-powered solutions are specifically designed to address the unique challenges of customer experience in the consumer durables sector, and we are confident that this implementation will significantly enhance customer satisfaction and loyalty for HORIBA India.”

About HORIBA India

HORIBA India, a subsidiary of the globally recognized HORIBA Group, is a leading provider of measurement and analysis solutions across diverse industries. They offer a comprehensive portfolio of innovative products and services, catering to the ever-evolving needs of their clientele.

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

Bengaluru, India, 9th Feb 2024: Kapture CX, a leading provider of customer experience solutions, recently concluded its first-ever customer roundtable edition of 2024. The event, held in Bengaluru, brought together industry thought leaders and innovators for an evening of knowledge-sharing, networking, and exploration of the future of CX excellence.

“We are thrilled with the turnout and the energy at our inaugural customer roundtable,” said Sheshgiri Kamath, CEO of Kapture CX. “The discussions were insightful and inspiring, and it was evident that everyone is passionate about creating exceptional customer experiences. This collaborative environment is exactly what we envisioned, and we are confident that the ideas exchanged will lead to transformative results for our customers.”

Kapture Service Cloud seamlessly integrates with 6 SAP solutions, including SAP S/4HANA, SAP Hybris, and SAP CRM, ensuring a unified flow of data and intelligence across your entire customer journey.

The roundtable featured a diverse group of participants from various backgrounds and industries. Attendees engaged in lively discussions on a range of CX topics, including:

• The evolving landscape of customer expectations
• The latest trends and technologies shaping CX
• Strategies for building stronger customer relationships
• Practical tips for measuring and improving CX ROI

Kapture CX is committed to fostering a community of CX professionals dedicated to driving positive change.

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