India, 28th Oct 2023: Kapture CX, a leading provider of customer experience solutions, today announced the launch of its innovative social media bot, powered by KAI, designed to deliver 24/7 omnichannel support and empower businesses to provide exceptional customer service across all social media platforms.

“Today’s customers expect immediate and personalized support on the channels they prefer,” said Sheshgiri Kamath, CEO at Kapture CX. “KAI-powered social media bots bridge this gap by providing intelligent auto-responses, leveraging advanced AI and NLP to address customer inquiries efficiently and consistently, 24/7.”

KAI Delivers Powerful Social Media Support Features:

• 24/7 Omnichannel Support: KAI ensures your customers receive timely assistance across platforms like Facebook, WhatsApp, and more, empowering them to resolve issues at their convenience.
• Intelligent Auto-Responses: Craft insightful responses informed by past interactions and a vast knowledge base, guaranteeing no query goes unanswered.
• Seamless Integration: Enhance your support capabilities without disrupting existing workflows. KAI integrates flawlessly with your current setup.
• Enhanced Agent Productivity: Free your team from repetitive tasks. KAI automates responses, allowing agents to focus on complex cases and improve overall productivity.

Powered by Cutting-Edge Technology:

• Conversational AI & NLP: KAI utilizes NLP (Natural Language Processing) and advanced AI to comprehend free-form queries, engage in natural conversations, and deliver refined responses.
• Sentiment Analysis & Intent Recognition: Tailor interactions to individual needs with sentiment analysis and intent recognition. Respond empathetically and address specific customer goals.
• Data-Driven Personalization: Personalize interactions through data-driven insights.
• Cognitive Learning & Process Improvement: KAI continuously learns from customer interactions, enabling cognitive intelligence and ongoing process improvements for even better support.

Social media bots by Kapture help businesses with:

• Reduced Support Queue: Slash your customer support queue by up to 90% (according to internal testing).
• Faster Resolution: KAI’s industry-specific knowledge and understanding of unique terminologies enable efficient problem-solving and faster resolution of customer issues.
• Increased Agent Productivity: Reclaim agent time by automating repetitive tasks.
• Improved CSAT Scores: Enhance customer satisfaction with prompt, personalized, and 24/7 support, leading to a potential increase in CSAT scores by up to 40% (according to internal testing).

The Kapture CX Email Bot empowers businesses to:

• Personalize customer interactions
• Elevate user satisfaction
• Streamline the customer support process

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, 24th Aug 2023– Kapture CX, a leading innovator in customer experience (CX) solutions, today announced the launch of Agent Assist, a comprehensive suite of AI-powered features designed to revolutionize customer service operations. Agent Assist empowers agents with unparalleled intelligence and automation, enabling them to deliver exceptional customer experiences with unmatched efficiency.

Transforming Customer Service with AI:

“The customer service landscape is constantly evolving, demanding agents equipped with the tools to excel,” said Vikas Garg, CPO at Kapture CX. “Agent Assist addresses this need head-on, providing a powerful AI suite that streamlines workflows, fosters efficient communication, and empowers agents to deliver exceptional experiences for every customer.”

Key Features of Kapture CX Agent Assist:

• Effortless Summarization: Agent Assist extracts key insights from lengthy customer emails, chats, and social media interactions, presenting a clear and concise overview. This empowers agents to grasp customer issues quickly and respond efficiently.
• Real-Time Language Translation: Break down language barriers and provide seamless global support. Agent Assist translates text instantly, ensuring clear communication regardless of the customer’s language.
• Fix Reply: Maintain professional communication with AI-powered grammar and clarity enhancements. Agent Assist suggests corrections and improvements in real-time.
• Tone Selection & Sentiment Analysis: Tailor response to the situation and understands customer emotions. Agent Assist helps agents choose the appropriate tone and analyzes conversation sentiment, enabling empathetic and effective communication.
• Profanity Detection: Maintain a professional image and prevent accidental offense. Agent Assist identifies and flags profanity before it’s sent, ensuring respectful communication.
• Magic Reply: Boost response speed and accuracy. Agent Assist suggests contextually relevant and grammatically correct responses, enhancing communication quality and efficiency.
• Agent Co-Pilot: Navigate conversations with ease. Agent Assist provides context-aware message templates for personalized responses and efficient resolutions.  Agent Assist suggests intelligent actions based on the conversation, reducing reliance on decision trees and enabling context-driven solutions.
• Customer 360: Gain a holistic view of the customer. Agent Assist integrates data from various systems, creating a unified customer profile. This empowers agents to make faster and more informed decisions, leading to improved Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).

Benefits of Kapture CX Agent Assist:

• Increased Agent Productivity: Streamlined workflows and intuitive features enable agents to handle more inquiries with greater efficiency.
• Enhanced Customer Satisfaction: Faster resolutions, clearer communication, and personalized interactions lead to happier and more loyal customers.
• Improved First Call Resolution: Empower agents to solve customer issues on the first contact with efficient information access and suggested actions.
• Reduced Average Handling Time: Quicker access to key information and automated suggestions expedite conversations and improve resolution speed.
• Elevated Customer Experience: Professionalism, clarity, and personalized interactions create positive customer experiences that build lasting relationships.

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, 13th Mar 2023 – Kapture CX, a leader in customer experience management, is excited to announce the launch of its latest innovation, the Agent Co-Pilot. This AI-powered tool is designed to enhance the efficiency and effectiveness of customer service agents, driving improved customer satisfaction and operational excellence.

The Agent Co-Pilot leverages cutting-edge AI and machine learning technologies to assist customer service representatives in real time. By providing contextual recommendations, automated responses, and predictive insights, the Agent Co-Pilot empowers agents to resolve queries faster and with greater accuracy.

Key Benefits of Agent Co-Pilot:

• Boost Agent Productivity with Dynamic Action Suggestions: The Agent Co-Pilot significantly enhances agent productivity through its Dynamic Action Suggestions. This feature accelerates decision-making by providing context-aware recommendations, enabling agents to resolve customer issues more swiftly and accurately. By streamlining workflows and reducing the time spent on repetitive tasks, agents can handle a higher volume of queries effectively, ultimately improving overall efficiency and productivity in customer service operations.
• Enhance Customer Engagement with Context-Aware Message Templates: The Agent Co-Pilot also elevates customer engagement through its Context-Aware Message Templates. This feature personalizes interactions by delivering relevant and accurate responses in real-time, tailored to each customer’s specific needs. By ensuring that communication is both meaningful and precise, it strengthens customer relationships and drives higher satisfaction and loyalty. This results in more positive interactions and fosters long-term customer engagement.

Vikas Garg, CPO of Kapture CX, commented on the launch: “The introduction of the Agent Co-Pilot marks a significant milestone in our mission to transform customer service through technology. By equipping agents with intelligent tools, we are enabling them to deliver exceptional customer experiences more efficiently. This innovation underscores our commitment to leveraging AI to drive business success for our clients.”

Early adopters of the Agent Co-Pilot have already reported remarkable improvements in their customer service operations. 

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