Kapture CX

What is Kapture CX AI

Kapture CX AI is an AI-powered customer experience platform built for Retail, BFSI, Travel, and Consumer Durables. It unifies self-service, agent productivity, analytics, and employee experience in one AI-first workspace. Using intelligent AI Agents, it automates end-to-end workflows—from intent detection and case routing to knowledge-driven resolutions and feedback loops—so customers get faster answers, agents work smarter, and leaders gain real-time insights. Products like Self-Serve, Agent Suite, Insights, and an EX Suite align teams and systems to deliver consistent, scalable CX across channels.

Kapture CX AI Main Features

• Self-Serve: AI-led self-service with knowledge-driven flows to deflect FAQs, guide resolutions, and provide 24/7 support across digital touchpoints.
• Agent Suite: Unified agent console with context, AI-recommended responses, next-best actions, and workflow shortcuts to reduce handling time.
• Insights: Real-time dashboards and analytics for SLA tracking, trend detection, root-cause analysis, and voice-of-customer insights.
• EX Suite: Tools that bridge employee expectations and experiences—central knowledge, internal help, and process alignment to boost service quality.
• End-to-end automation: Intelligent case intake, intent classification, routing, escalations, and back-office updates powered by AI Agents.
• Omnichannel readiness: Consistent experiences across channels with shared data, unified workflows, and centralized reporting.
• Integrations: Connects to CRM, order and payment systems, core operations, and ticketing to keep customer context synchronized.
• Governance: Role-based access, auditability, and standardized processes to maintain quality and compliance across teams.

Who Should Use Kapture CX AI

Kapture CX AI is ideal for CX leaders, support operations, and digital transformation teams in Retail, BFSI, Travel, and Consumer Durables. It suits contact centers handling high volumes, after-sales and warranty support networks, e-commerce and booking platforms, and service organizations seeking scalable self-service automation, agent assist, and actionable CX insights.

How to Use Kapture CX AI

1. Define objectives and KPIs for deflection, AHT, CSAT, and SLA performance.
2. Connect channels and import historical tickets to train intents and context.
3. Build the knowledge base and configure Self-Serve flows for common journeys.
4. Set up AI Agents with intents, routing rules, automations, and escalation paths.
5. Configure the Agent Suite: queues, macros, permissions, and SLAs.
6. Create Insights dashboards, alerts, and reports for leaders and supervisors.
7. Run a pilot, collect feedback, and fine-tune knowledge and automation rules.
8. Roll out broadly, monitor outcomes, and iterate on models and workflows.

Kapture CX AI Industry Use Cases

• Retail: Automate order status, returns/exchanges, and store queries; surface product and logistics issues via Insights.
• BFSI: Streamline card and account queries, loan application status, and KYC help; agent guidance supports compliance and SLA adherence.
• Travel: Handle rebooking, schedule changes, and ancillary services; proactive notifications reduce inbound volume.
• Consumer Durables: Enable warranty registration, installation scheduling, and troubleshooting; coordinate field service and parts updates.

Kapture CX AI Pricing

Kapture CX AI is offered as modular products (Self-Serve, Agent Suite, Insights, EX Suite). Pricing typically depends on enabled modules, user seats, and usage volumes. For current plans, trials, or enterprise quotes, please refer to the official Kapture CX website or contact the sales team.

Kapture CX AI Pros and Cons

Kapture CX AI FAQs

• Question 1: Does Kapture CX AI replace human agents?

  No. It augments agents with guidance and automation, while seamlessly escalating complex cases to humans with full context.

• Question 2: What data is needed to get started?

  A knowledge base, historical tickets or transcripts, defined intents, and business rules help configure AI Agents and workflows.

• Question 3: Can it work across multiple channels and languages?

  Yes. It is designed for omnichannel deployment and can be configured to support multilingual experiences.

• Question 4: How are insights generated?

  Kapture CX AI aggregates interaction data to surface trends, SLA risks, and root causes, enabling data-driven CX decisions.