Kapture CX on the Frontlines of AI and Hyper-Personalization in Customer Experience

CXOtoday has engaged in an exclusive interview with Mr. Vikas Garg – CTO at Kapture CX. 

• Could you provide a detailed overview of Kapture CX’s journey so far? What specific challenges in customer experience are you addressing with your technology?

Kapture CX began its journey in 2014 as Kapture CRM, focused on industry-specific customer relationship management solutions. By 2016, we were recognized for our innovation, being selected for the prestigious Google Launchpad Accelerator program. This milestone provided us with valuable insights into scaling our technology for global impact.

In 2018, we undertook a strategic rebrand, transitioning from a CRM-centric approach to becoming a dedicated CX platform. This shift was driven by a key realization: customer support operations were among the most underserved areas in customer experience, with a glaring lack of vertical-specific solutions. We addressed this gap by delivering highly tailored, verticalized solutions that enhance end-to-end customer journeys with a hyperfocus on improving support operations. We’ve invested heavily in developing vertical-specific LLMs that enable businesses to provide hyper-personalized customer support.

Our expansion into international markets began in 2022, with new bases established in Florida, Indonesia, and Dubai. Today, we are proud to serve customers across 18 countries. The momentum continued into 2023, with an $8 million Series A funding round enabling further global expansion and innovation.

This year, we are on track for 100% revenue growth, a testament to the trust our clients place in us and the value our technology delivers. We’ve launched groundbreaking features such as voice bots, Self-Service 2.0, Auto QA, and several generative AI (Gen AI)-powered solutions for agents, customers, and businesses.
Unlike many vendors who adopt AI as an add-on, Kapture CX was built with native AI at its core. This enables us to offer actionable, end-to-end AI solutions that address real-world challenges in CX.

By riding the Gen AI wave, we’ve redefined how businesses engage with their customers—providing personalized, efficient, and scalable solutions. Kapture CX’s journey is fueled by our commitment to innovation and our mission to transform customer support into a competitive advantage for businesses worldwide.

• How does Kapture CX’s AI-driven platform differentiate itself in a competitive CX technology landscape, particularly in terms of scalability, security, and customization?

Having served the CX industry for over a decade, Kapture CX has built its platform from the ground up, addressing the real and evolving needs of businesses. Our journey is marked by long-term partnerships and a deep commitment to our customers’ growth. This is exemplified by our collaboration with, for instance, Big Basket, where we’ve been a key enabler of their transformation. From supporting slotted deliveries in the initial phases to helping them tackle customer support challenges during their entry into the qCommerce market with 10-minute deliveries—achieving record-breaking first-call resolution  metrics—and now rolling out a full-fledged voice bot that has saved them significant time and costs. It’s this lifecycle dedication and a high customer retention rate that sets Kapture CX apart, along with the following differentiators:

1. Verticalization for Industry-Specific Solutions
   At Kapture CX, we recognize that every industry has unique customer experience challenges. This is why we leverage vertical large language models (LLMs) to tailor solutions for specific sectors. Instead of offering a generic, one-size-fits-all platform, our clients receive a highly customized solution designed to meet their customers’ specific needs. This focus ensures that businesses can achieve the precise outcomes they desire without unnecessary complexity.
2. Gen AI at the Core
   Unlike many platforms that bolt AI onto their systems as an afterthought, Kapture CX is built with Gen AI at its core. Our solutions are organically developed on a single code base, ensuring all modules—self-service, agent workspace, conversation intelligence, feedback management, and more—work seamlessly together. This unified approach delivers a 360-degree CX solution, enabling organizations to manage every aspect of customer interaction from a single platform. The result? A significantly lower total cost of ownership and a unified view of the entire contact center, enhancing operational efficiency and decision-making.
3. Built for Enterprises

• Scalable: Kapture CX is designed to grow with your business, offering scalability through deep value architecture, adaptive learning, composability, and robust product roadmap that ensures our platforms grow with businesses.
• Secure: We ensure robust data protection with AES-256 encryption, TLS 1.2, PHI/PII masking, and regular vulnerability assessments. Fully compliant with GDPR, HIPAA, and DPDP, we hold certifications like ISO 27001, SOC 2 Types 1 & 2, and ISO 9001. Our in-house GDPR-compliant LLMs further safeguard sensitive information while meeting regulatory standards.
• Flexible: Kapture CX integrates seamlessly with a wide range of third-party tools and systems, providing the flexibility enterprises need to align our platform with their existing tech stack and more tools they’d require as they grow.

• Can you share specific examples of how Generative AI has enabled businesses to achieve better CX outcomes with Kapture’s platform?

Kapture CX’s Generative AI-powered platform has transformed customer experience by delivering measurable improvements in various sectors. Here are specific examples:

• A leading Indian quick-commerce player integrated Kapture’s AI-powered self-service tools and chatbots to handle over 200,000 daily tickets. With 90% of queries resolved by bots across multiple channels, average handling time was reduced by 35%, and customer satisfaction increased by 20%. These tools streamlined operations while ensuring scalability, even during high-demand periods​.
• One of India’s leading financial services companies, managing assets exceeding ₹5 lakh crore, turned to Kapture CX to address rising customer demand, inconsistent service quality, and operational inefficiencies. Kapture’s voice bots revolutionized their CX by automating account management, streamlining application processes, and enabling 24/7 multilingual support. These bots reduced call wait times by 80% and increased CSAT by 11%, while also driving a 17% increase in application completions and recovering 8% of overdue loan payments within six months.
• A global retail and e-commerce client achieved remarkable results with Kapture’s AI tools, reducing ticket turnaround time (TAT) by 99%—from two weeks to just minutes. With AI-driven insights and personalized resolutions, the business consistently delivered a superior customer experience, achieving one of the highest NPS scores in India

• With increasing reliance on AI, how do you ensure humanization remains a key aspect of customer interactions? Are there specific features or strategies within Kapture CX that help businesses strike this balance?

Empathy has always been a cornerstone of our innovation. We understand that the businesses we serve need to deliver empathetic experiences to their customers—because without empathy, automation rarely succeeds. Here are some strategies we’ve implemented, across our product & our processes to emphasize humanization.

1. Empathy-Driven AI
   Our AI is purpose-built. Our AI-driven platform is designed to help businesses achieve this through features that deeply understand and cater to the nuances of human interaction. For instance, our bots go beyond surface-level automation—they detect sarcasm, recognize shifts in intent, and even respond sensitively to grief or frustration, ensuring every interaction feels genuinely human.
2. Hyperpersonalization Through a Unified Platform
   Hyperpersonalization is at the core of our platform. Whether it’s self-service tools or agent workspaces, our system uses customer history, preferences, and contextual data to deliver personalized experiences that resonate deeply with each customer.
3. Bots Designed for Connection
   Our bots are more than functional; they are conversationally aware. They adapt to customer behavior dynamically, understanding sarcasm, humor, and even complex emotional cues, creating a seamless and human-like interaction.
4. Agent Assist for Enhanced Interactions
   We empower human agents with AI tools that provide real-time suggestions, tone adjustments, and improved responses. This ensures agents can handle complex or sensitive queries effectively while maintaining a warm, human touch.
5. Proactive Engagement
   Kapture CX enables businesses to anticipate customer needs and engage proactively. This could mean notifying a customer about an order delay with a tailored apology or providing preemptive solutions—all before they even reach out.

• What are the top technological trends in CX for 2025, such as hyper-personalization, real-time analytics, or emotional intelligence in bots? How is Kapture CX positioning itself in response to these trends?

The CX landscape in 2025 is evolving rapidly, driven by technology and changing customer expectations. At Kapture CX, we are at the forefront of these trends, helping businesses deliver transformative customer experiences. Here’s how we see the future and how we’re addressing it:

1. Generative AI and Automation at Scale
   Generative AI is revolutionizing customer support by automating tasks like self-service, agent co-pilots, knowledge base, Automating QA process and so on. These advancements minimize manual effort, reduce errors, and improve resolution quality. At Kapture CX, we leverage Gen AI across our platform, ensuring smarter, NLP-powered bots handle complex queries seamlessly while maintaining robust privacy and security.
2. Unified and Predictive CX
   A unified approach to CX is essential for delivering consistent support across touchpoints. Combined with predictive analytics, our integrated platform anticipates customer needs, optimizes workflows, and turns contact centers into value generators by providing actionable insights.
3. Hyperpersonalization and Empathy in Every Interaction
   Customers increasingly expect tailored and empathetic experiences. Our platform uses advanced Vertical AI to detect customer intent and sentiment in real time, delivering hyperpersonalized interactions that feel human and emotionally intelligent, even at scale.
4. Mission-Critical Self-Service and Proactive Engagement
   As ticket deflection becomes a priority, self-service tools are indispensable. Voice bots take this further by enabling voice channel deflection and empowering customers to resolve issues autonomously. Kapture’s industry specific voice bots are equipped for many outbound and proactive use cases, turning outbound support into a revenue-generating opportunity.

• The rise of self-service and voice-first technologies is reshaping customer interactions. What is your take on the future of voice bots and Generative AI in self-service, and how do you envision their adoption across industries?

Voice bots and Generative AI are already redefining self-service, making it more efficient, intuitive, and human-like. Today’s customers seek instant resolutions and personalized interactions, and these technologies are enabling businesses to meet those expectations seamlessly.

Generative AI, when integrated into voice-first technologies, brings unparalleled advancements in understanding customer intent, sentiment, and context. Voice bots are no longer just reactive tools—they are becoming proactive problem-solvers. For example, a voice bot can predict customer queries based on historical data and preemptively address potential issues. This ability to engage proactively not only resolves issues faster but also builds trust and loyalty.

One of the most significant advancements we see is the ability of voice bots to handle regional languages and seamlessly switch between them in real time. This capability ensures inclusivity and accessibility, enabling businesses to cater to a wider audience. Sentiment detection and adaptive tone adjustment allow these bots to mirror human interactions, creating a personalized and empathetic experience.

Industries such as e-commerce, BFSI, healthcare, and travel are already adopting voice bots and Generative AI to streamline operations and reduce costs. For instance, in e-commerce, a voice bot can handle common queries like “Where is my order?” or “How can I return an item?” while also assisting with more complex tasks like rescheduling deliveries or processing refunds. In BFSI, voice bots can assist with account inquiries, fraud detection, or even financial planning.

The future of these technologies lies in their ability to scale. Voice bots powered by Generative AI can handle fluctuating customer volumes without compromising response quality, making them invaluable during peak times.

At Kapture CX, we’re deeply invested in advancing voice-first technologies. Our voice bots, powered by Generative AI, are designed to deliver hyperpersonalized, empathetic, and scalable solutions. We envision a future where voice bots not only deflect routine queries but also act as strategic enablers for businesses, turning every interaction into an opportunity for meaningful engagement and value creation.

• Many organizations face integration challenges when adopting voice bots and AI-powered self-service tools. What strategies or best practices would you recommend to overcome these barriers?

To overcome integration challenges, organizations should focus on a few key strategies:

1. Choose a Unified Platform: Opt for a system where voice bots, self-service tools, and other CX components work seamlessly, reducing complexity and ensuring smoother integration.
2. Leverage APIs and Pre-Built Integrations: Use tools with robust APIs and ready integrations for existing CRM or ERP systems to minimize technical hurdles.
3. Start Small, Scale Gradually: Begin with targeted use cases or pilot programs (refer to a matrix Kapture CX uses to scope with our clients), measure performance, and refine the tools before scaling across channels.
4. Prioritize Data Quality: Ensure data is clean, compatible, and accessible for AI tools to function effectively. Centralized data systems can enhance performance.
5. Collaborate Cross-Functionally: Involve IT, CX, and operational teams early to align on goals and facilitate smoother implementation.

Image: CX-AI Matrix by Kapture CX that helps organizations to prioritize AI use cases for their needs.

• Data privacy and security are critical in today’s CX landscape. How does Kapture CX address these concerns, particularly when leveraging AI and customer data?

At Kapture CX, data privacy and security are foundational to everything we do, especially as we leverage AI to enhance customer experience. Our platform is designed to prioritize robust protection of sensitive information while enabling actionable insights through AI.

1. End-to-End Data Security
   We employ industry-leading measures such as AES-256 encryption, TLS 1.2 for secure communication, and PHI/PII masking to protect sensitive customer data. Regular vulnerability assessments ensure we proactively address potential threats, and our adherence to OWASP Secure Code Standards reinforces the integrity of our platform.
2. Compliance and Certifications
   Kapture CX is fully compliant with global data privacy regulations, including GDPR, HIPAA, and DPDP. We hold certifications such as ISO 27001, SOC 2 Types 1 & 2, and ISO 9001, ensuring our practices meet the highest industry standards. This commitment instills confidence in our clients that their data is handled with the utmost care.
3. AI Built for Privacy
   Our AI-driven platform is powered by in-house large language models (LLMs) that are natively designed to comply with data privacy regulations. Unlike third-party or plug-on solutions, our AI operates within strict compliance boundaries, ensuring sensitive customer data remains secure and private.
4. Localized Data Storage and Control
   We support localized data storage to align with regional regulatory requirements, providing businesses the flexibility to meet jurisdiction-specific mandates without compromising operational efficiency.

Our commitment to delivering highly secure solutions and the robust measures we implement to safeguard our customers’ data are the key reasons why major brands across the country trust us and have continued to do so for years.

• ROI is a critical factor for businesses evaluating CX solutions. How does Kapture CX help clients quantify and maximize ROI from their customer experience investments?

Kapture CX addresses ROI from multiple dimensions, ensuring businesses see tangible results across cost savings, operational efficiency, and revenue generation. Here’s how we help clients quantify and maximize ROI:

1. Cost Optimization Across the CX Ecosystem
   Kapture CX consolidates multiple tools into a unified platform, reducing the need for disparate solutions. This rationalization alone can save organizations up to $10,000 annually by eliminating licensing fees and integration complexities. Additionally, our ticket deflection and bot-powered self-service capabilities reduce agent workload by up to 40%, enabling businesses to operate with smaller support teams and save an average of $20,000 per year in workforce costs.
2. Improved Customer Retention and Reduced Churn
   Acquiring new customers is significantly more expensive than retaining existing ones. With personalized and contextual resolutions powered by our AI-driven tools, Kapture CX helps businesses keep their customers engaged and satisfied. This translates into reduced churn and an average savings of $20,000 annually for our clients.
3. Enhanced Operational Efficiency
   By automating routine tasks and optimizing workflows with tools like AI-powered knowledge bases, conversation intelligence, and QA, Kapture CX minimizes errors, improves resolution speed, and lowers operational costs. These efficiencies contribute to savings of approximately $20,000 annually through reduced overtime, resource optimization, and streamlined training processes.
4. Revenue Growth Through Proactive Engagement
   Our AI-driven insights enable businesses to identify cross-selling and upselling opportunities through contextual recommendations tailored to individual customer profiles. These efforts add an average of $10,000 in annual revenue, further enhancing ROI.
5. Clear Financial Metrics for Decision-Making
   We provide clients with actionable data to measure ROI effectively. For a typical investment of $70,000 in Kapture CX, businesses can expect annual savings and revenue growth totaling $80,000. Over three years, this translates into a net present value (NPV) of $130,000 and a return on investment (ROI) of 242.86%, with a payback period of just 10.5 months.
6. Unquantified Benefits That Drive Long-Term Success
   Beyond tangible financial returns, Kapture CX delivers critical qualitative benefits like improved agent satisfaction through reduced workloads and streamlined workflows. Additionally, fewer complaints and higher customer satisfaction enhance brand reputation, contributing to long-term loyalty and growth.

• How is Kapture CX planning to evolve its platform to remain ahead of the curve in a rapidly changing CX technology landscape?

In a landscape that changes rapidly, we’re not just adapting—we’re leading. Here’s how we’re charting the future:

1. Native AI-First Platform Expansion
   We’re doubling down on our native AI capabilities, with new innovations across the entire suite of CX products as well as building bespoke solutions for unique industries & sub verticals. This approach ensures seamless interoperability across all modules. From AI-powered self-service to automated quality assurance and agent assist, we aim to make CX operations more proactive, predictive, and personalized.
2. Voice-First Ecosystems
   Voice-first technologies are central to our vision in the upcoming year. We’re enhancing our voice bot capabilities to enable conversational depth, multilingual support, and emotional intelligence. These advancements will make voice interactions more human-like, inclusive, and capable of addressing complex customer needs in real time.
3. Breaking Silos with Unified CX
   CX today requires all components—self-service, agent tools, conversation intelligence, and analytics—to function as a single ecosystem. Kapture CX is enhancing this unification, giving businesses a panoramic view of their operations and enabling consistent, high-quality support.
4. From Cost Center to Value Creator
   We are reimagining contact centers as strategic assets. Through predictive analytics, we’re enabling businesses to anticipate customer needs and transform interactions into revenue opportunities. Tools like load forecasting and actionable customer intelligence will empower organizations to balance efficiency and growth.
5. Sustainability in CX Operations
   As digital interactions grow, operational sustainability is becoming critical. Kapture CX is integrating leaner automation workflows, smarter ticket deflection strategies, and scalable solutions that minimize resource consumption while maximizing impact.

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