India, November 2024: Kapture CX, India’s leading GenAI-powered CX automation platform, has recently launched the industry’s first voice bot for the BFSI sector, revolutionizing customer support and outbound sales. Powered by Gen AI, this solution provides round-the-clock assistance, personalized multilingual support, and enables contact centers to achieve over 57% in cost savings
In the BFSI sector, deploying a robust customer support system is a strategic approach to enhancing customer experience and gaining a competitive edge for both customer retention and acquisition. With customer behavior undergoing a significant shift in the digital space, Kapture CX has embedded vertical LLMs into its BFSI voice bot, making it more attuned to the industry’s terminology and concepts. This intelligent bot offers conversational and empathetic interactions, capable of understanding customer emotions through sentiment analysis and building on past interactions to deliver seamless, personalized experiences.
Elated with the launch, Sashi Bothra, Director (BFSI vertical) at Kapture CX said, “At Kapture CX, we’re committed to transforming how BFSI companies engage with their customers. Our industry-first Gen AI-powered voice bot for BFSI is designed to not only streamline customer support but also drive cost efficiency and growth by enhancing every interaction with contextual understanding and personalized service. This launch is a significant milestone in our journey to revolutionize CX for the BFSI sector, helping organizations achieve operational excellence and elevate customer satisfaction.”
To make the customer support solution more advanced, Kapture has powered the new-age voice bot with in-house NLU, NLP, and TTS engines and offer BFSI players a heightened accuracy in speech recognition and synthesis. In addition, it is equipped with sophisticated Customer Journey Awareness features to maintain a complete history of customer interactions, personalize every conversation and ensure that the clients feel understood and valued.
The BFSI brands handle customer queries from diverse geographies and backgrounds. Kapture CX’s voice bot is integrated with multilingual capabilities and is available in 40+ languages to engage customers across pan India and globally.
Moreover, the voice bot boasts dual functionality that handles both customer support tasks and outbound sales campaigns, such as lead nurturing and upselling. To make the integration more seamless, Kapture’s voice bot requires minimal training for rapid deployment and seamlessly fits into existing workflows. For complex scenarios, it also transitions to human agents with full context – which has long been the biggest pain point in the existing bots across the industry
In a short span, Kapture has delivered significant operational excellence to BFSI players in the lending, wealth management, insurance, trading and fintech and payments space. Recently, Kapture deployed its multilingual voice bot to IndiaLends, a leading credit underwriting and analytics platform for unsecured consumer lending that needed a scalable solution to handle surging call volumes, improve conversions, and reduce agent attrition. As part of the process, Kapture deployed the voice bot within two two-week timelines, integrating with existing CRM and LMS platforms through APIs.
Delighted with the deployment of Kapture’s BFSI voice bot, Gaurav Chopra, Founder of IndiaLends said, “At IndiaLends, we are committed to adopting scalable and streamlined processes to enhance customer satisfaction has led us to deploy Kapture’s innovative voice bot. With seamless integration, it has undoubtedly provided us an edge to keep up our customer support operations with the pace of our growth. The improvement that we have witnessed in our conversion rates and the way it has been delivering value to our entire customer base is commendable.”
Additionally, voice bots deployed by Kapture’s existing clientele have significantly reduced the turnaround time (TAT) by 40% by achieving faster resolutions with minimal human intervention. It also enhanced customer satisfaction score by 25% through faster and more effective interactions.
The voice bot is compliant with SOC 2 TYPE 2, ISO 27001, HIPAA, GDPR, and PCI DSS to ensure top-tier security and adhere to industry regulations.