Sheshgiri Kamath, CEO of Kapture CX, on the Launch of Kapture EX – Saving 90 Minutes a Day per Employee & Some Industry Insights.

Conceptualised and established in 2014, Kapture CX is an enterprise-level, SaaS-based customer support automation software that enables businesses across all industries with an end-to-end, all-in-one customer service solution.

Created to automate operations, Kapture automatically assigns incoming customer requests to available agents by source, product, priority, or any other pre-defined rules.

Its single dashboard (with more than 100 out-of-the-box APIs) provides an absolute omni-channel service experience, allowing companies to manage and react to interactions from phone calls, emails, live chats, social media, and other digital channels on one platform.

With 500+ report formats, the platform provides in-depth insights and performance monitoring, serving top brands like Reliance, Cashify, Tata, Unilever, and others.

Recently, Kapture CX launched Kapture EX, an AI-powered employee experience platform that saves up to 90 minutes per employee daily while automating HR, IT, and routine workflows.

During a candid discussion with us, Mr. Sheshgiri Kamath, CEO & Co-Founder of Kapture CX, offered us more insight into the platform's vision, features, and the changing customer service automation industry in India and its future.

Q 1. – Before we begin, tell us more about this new Employee Experience product by Kapture CX?

A – Yes, this is a recent, exciting launch.  Kapture CX launched Kapture Employee Experience (EX) on 1st July. It’s a next-gen AI platform designed to transform how teams work. It automates routine workflows, resolves HR and IT issues instantly, and saves up to 90 minutes per employee daily, boosting productivity and cutting costs. Kapture EX integrates with apps like Outlook, SAP, and Slack and other everyday stacks providing AI agents for every employee to manage tasks, meetings, reports, and approvals. The platform ensures enterprise-grade security, data control, and compliance while enabling cross-app automation and intelligent service desk support.

Q2.  What was the original vision behind building Kapture, and how has it evolved over the years?

A – We started Kapture in 2014 with a simple but strong belief: that every customer interaction holds value. Initially, we built a lean CRM to help enterprises manage support across multiple touchpoints efficiently and at scale. But over time, it became clear that efficiency alone wasn’t enough.

Customers today expect fast, personalized, and context-rich service, regardless of the industry. That pushed us to evolve into a vertical-specific, AI-first CX platform.

Today, Kapture powers end-to-end CX automation for over 1,000 enterprises across 18 countries. We’ve moved from just managing support to reimagining it - where AI agents don’t just assist but autonomously resolve, adapt, and improve outcomes.

Q 3. What customer pain point were you originally solving, and is that still the core problem today?

A – In the early days, we saw enterprises struggling with fragmented channels, delayed resolutions, and rising support costs. The core problem was, and still is, the disconnect between customer expectation and enterprise ability to meet it in real time, at scale. That said, the nature of the problem has evolved. Today, customers don’t just want answers. They want relevance, empathy, and instant resolution. Our goal now is to bridge that expectation gap using domain-specific AI agents that can understand context, take action, and deliver consistent, intelligent support - whether you’re in retail, BFSI, travel, or digital-first enterprises.

Q 4. What does “Agentic AI” mean to you in the context of redefining customer experience?

A – Agentic AI is our Polaris and to us it represents the next leap in CX: moving beyond traditional automation or scripted bots, to intelligent agents that can think, decide, and act autonomously. It’s about creating AI that doesn’t just respond, but understands the nuances of customer intent, workflow complexity, and business rules - and still delivers outcomes in real time. In industries like BFSI or energy, that means agents who can handle compliance-heavy tasks without hand-holding. In retail or travel, it means adapting to customer sentiment mid-conversation.

Q 5. How do you ensure that automation doesn’t compromise empathy or personalization in customer interactions?

A – That’s a non-negotiable for us. Automation is only valuable if it elevates the customer experience - not strip it of emotion or relevance. Kapture’s platform is designed to be human-in-the-loop where needed, and human-like when not. Our AI agents personalize every conversation using customer history, behavioral cues, and industry context. And when escalation is required, our Agent Assist layer equips human agents with real-time suggestions that blend speed with empathy.

So whether it’s a senior citizen calling their bank, or a traveler needing urgent itinerary updates, we ensure responses feel thoughtful, not transactional. That’s where technology meets trust.

Q 6. Walk us through the layers of your platform (from self-serve AI to agent augmentation); what’s the product philosophy behind it?

A – Kapture is built with a clear product philosophy: to power outcomes, not just conversations. Every layer of our platform is designed to operate with agentic intelligence, where AI agents don’t just assist, but autonomously act.

At the top, we deploy domain-trained Self-Serve AI Agents - across chat and voice, purpose-built to handle intents end-to-end with minimal fallback. These aren’t static bots; they take actions, retrieve data, and complete transactions without human intervention. Supporting human teams is the Agent Assist layer - copilots that anticipate, contextualize, and resolve in real-time. From surfacing ticket histories to suggesting compliant actions, these AI agents reduce effort while increasing accuracy.

Underpinning it all is our Intelligence Layer - Agentic QA, performance insights, and real-time observability that evaluates both AI and human decisions.

Q 7. What does success look like for Kapture in the next 5–10 years, not just in terms of growth, but in shaping the industry?

A –Over the past year, Kapture has seen 5x growth in energy, strong momentum across BFSI and retail, and deepening partnerships with Google Cloud and PwC — reaffirming our belief that agentic AI represents a tectonic shift in enterprise operations. Looking ahead, we’re doubling down on our enterprise strategy by going deeper into customer experience. As one of the few platforms built exclusively for enterprise CX, our focus is to specialize, not generalize and bring unmatched precision, domain understanding, and execution depth to the space.

We believe vertical platforms will lead the next wave of enterprise AI — those grounded in domain intelligence, not just model innovation. Our goal is to be the agentic AI foundation for CX: orchestrating autonomous workflows, elevating service quality, and unlocking decision-making at scale.