Built For Your Enterprise
Discover hidden insights in your conversations
Analyze Millions of Customer Conversations
Harness the power of AI to effortlessly sift through all your customer interactions – with just a few clicks. Skip the manual reviews and gain a broader understanding of your customer support landscape in no time.
Understand Your Customers Better
Get instant insights into your customers’ preferences and sentiments about your products and services. Understand what drives their satisfaction and tailor your CX strategies to meet their needs.
Identify and Replicate Winning Strategies
Identify how top agents overcome obstacles and replicate their success across your team. Identify common blockers and allocate resources more effectively, ensuring your team is equipped to handle any challenge, anytime.
Auto QA
Manual QA is for the past. Automate it.
Most businesses struggle with manually assuring quality of their customer service – it can be labor-intensive and expensive. Automate the process and get comprehensive evaluations and real-time feedback to boost your support team’s performance.
- Auto Evaluation: Let AI analyze customer interactions across multiple channels (voice, chat, email) against the predefined quality standards you set.
- Real-time Scoring: Get instant feedback on agent performance right after every interaction to foster continuous improvement.
- Customizable Quality Metrics: Define and prioritize quality metrics that are important in your industry and business.
Auto Analysis
Understand customer interactions on a deeper level
Don’t let critical details in customer interactions slip through the cracks. Auto QA delivers advanced analytics and actionable insights, ensuring you capture every nuance that influences customer satisfaction.
- Speech and Text Analytics: Leverage advanced NLP to thoroughly analyze both voice and text interactions with customers.
- Sentiment Analysis: Understand the overall customer sentiment throughout conversations to pinpoint areas that may need improvement.
- Keyword and Phrase Matching: Detect specific keywords, phrases, or questions to ensure your agents stick to scripts or compliance requirements.
- Agent Analysis: Evaluate key aspects of agent behavior such as active listening, empathy, and problem-solving skills.
AI-powered Summaries
Now get the full context at a quick glance
Say goodbye to skimming through lengthy conversations for context. Get instant, clear, and concise overviews with valuable highlights of every customer interaction.
- Auto Summary Generation: Receive comprehensive summaries upon ticket closure, capturing essential details from the entire conversation.
- Highlights: Identify key information such as customer detail, problem description, solutions implemented, resolutions.
- Sentiment Analysis: Analyze overall sentiment of the customer throughout the conversation.
- Action Items: Extract follow-up tasks from the conversation so you don’t miss out on opportunities.
Customer Intelligence
Understand what evokes positive customer sentiment and replicate it
Understanding your customers is crucial to delivering exceptional service. Customer Intelligence combines various data types like customer behavior, sentiment and interactions to paint the big picture.
- Customer Behavior Data: Analyze interaction history, ticket volume, and resolution time to map customer journeys. Identify segments based on demographics, behavior, or purchase history.
- Customer Sentiment Data: Track sentiment trends, correlate NPS scores with behavior, and measure satisfaction levels through customer feedback.
- Product/ Service Data: Examine product/ service usage and feature popularity while identifying common issues to enhance development and customer satisfaction.
CX Load Prediction
Anticipate and manage demand with precision
CX Load Prediction analyzes ticket volumes and trends to allocate resources effectively and ensure optimal service levels. Ensure your support team is always prepared, delivering exceptional service during peak times and maintaining efficiency year-round.
- Predictive Modeling: Analyzes past customer interaction data, including ticket volume, resolution time, and more, and utilizes advanced forecasting algorithms to predict future customer support load.
- Seasonal and Trend Analysis: Identifies seasonal patterns and long-term trends in customer support demand.
- Agent Capacity Modeling: Assesses agent availability, skill sets, and productivity to determine resource capacity.
Kapture’s Customer Service AI
KAI: Intelligent. Intuitive. Insightful.
Built on billions of customer interactions and powerful technology, Kapture’s AI understands the importance of customer and employee experiences and offers you personalized support to start making a difference right away.
The Kapture Advantage
Supercharge Your Customer Service with Kapture
Discover why Kapture’s Conversation Intelligence stands out compared to others.
Cost Efficiency
Reduce operational expenses by leveraging AI to manage repetitive tasks and queries, freeing up human resources for more complex issues.
Scalable Solutions
Easily handle seasonal spikes in tickets and queries with AI-powered automation, ensuring smooth operations during peak times.
Consistent CX
Integrate human problem-solving with AI’s predictability to deliver a seamless and reliable customer experience.
Unified & multilingual
Consolidate fragments of your global support organization for faster turnarounds, efficient agents, and smooth customer experiences.
Integrated Technology
Kapture offers seamless integration of all features, delivering a unified platform that combines deep analytics, real-time feedback, and predictive capabilities.
Fastest go-live
Benefit from a bespoke support solution made to fit your support needs and business processes in a swift timeline.
Data privacy
Scale confidently as Kapture ensures enterprise-grade security and compliance with ISO, GDPR, HIPAA, AICPA SOC and more.
Integrations
Connect Seamlessly to the Tools Your Teams Use Daily
Data is useless when it’s hard to access. Kapture integrates with the tools your teams use daily providing quick and easy access to customer insights. Unified visibility = better CX. Experience the power of 1000+ out-of-the-box Enterprise API integrations to centralize your support operations.
Customer Testimonials
Hear it from Our Customers
Insights from satisfied customers sharing their experiences with our AI-powered customer experience platform.
“ It’s an awesome tool, a customized solution for your business. It’s a journey which I’m enjoying and I’m very positive that Kapture is going to be a tool that is going to prove very successful for many entities.
Anubhav Mehrotra
Vice President of CX
“ A pleasant surprise is seeing a company whose engineering team is as powerful as its sales team. Usually, salespeople disappear once the deal is signed but this was not the case here.
Bruce Schwack
Chief Communication Officer
“ It’s an awesome tool, a customized solution for your business. It’s a journey which I’m enjoying and I’m very positive that Kapture is going to be a tool that is going to prove very successful for many entities.
Anubhav Mehrotra
Vice President of CX
“ A pleasant surprise is seeing a company whose engineering team is as powerful as its sales team. Usually, salespeople disappear once the deal is signed but this was not the case here.
Bruce Schwack
Chief Communication Officer
