Kapture aims to transform customer experience for the BFSI sector

By Leandra Monteiro

Kapture, a SaaS-based Customer Experience platform has simplified complex support workflows in the BFSI sector in order to secure highly sensitive customer data.

The platform centralizes the support operations in the BFSI sector by bringing all the business processes and departments together on a single platform and providing first-contact resolutions.

Sheshgiri Kamath, Co-Founder and CEO, Kapture CX said, “Customer support in BFSI needs a vertically focused platform to understand the industry nuances. BFSI support operations are more complex involving multiple departments, approvals and documents to provide a resolution. Kapture is a tried and tested partner in this vertical with many enterprise customers using the platform benefiting from simplification of complex support workflows using AI/ML capabilities. Kapture helps large enterprises understand customer needs in real time and provide contextual and hyper personalised customer support journey’s resulting in customer delight.”

BFSI is a slow adopter of digitalization. While leveraging the use of Artificial Intelligence and Machine Learning, Kapture handles customer relationships in a highly commoditized BFSI sector through a hyper-personalized approach and stringent security.

The CX platform facilitates tight and secure integrations with all business process applications involved in banking operations. As a result, Kapture has designed an AI-integrated chatbot to track the loopholes in the system, minimize risks and solve complex issues which might otherwise require human touchpoints and affect operational efficiencies. In addition, the chatbot enables new-age services like policy details, statements, modifying account/policy details, KYC update etc can be handled by AI.