As voice becomes the fastest growing customer support interface in India, businesses are moving beyond IVRs to AI agents that can understand, act and resolve at scale. Kapture CX is at the forefront of this change by creating multilingual, code-combination-enabled AI voice bots that deliver consistent experiences across geographies while executing real workflows securely. In an exclusive conversation with ET EDGE INSIGHTS, Vikas Garg, Co-Founder and CPO, Kapture CXexplains how the company’s Agentic AI platform Vitos enables voice agents to move from scripted conversations to results-driven resolution, transforming the customer experience for high-volume industries.
How does Kapture CX’s AI Voice Bot provide a consistent experience in Indian languages while handling Hinglish and other mixed-code conversations?
We provide a consistent Voice AI Agent experience across all Indian languages by keeping the “brain” the same, even when the language changes. Every call is standardized to the same intent + entities (what the customer wants, key details like account/product/date/amount), routed through the same BFSI-ready workflows and guardrails, then expressed in the customer’s preferred language, so that policy accuracy, tone, and resolution steps remain consistent across all channels and regions.
For Hinglish and other mixed-code conversations, we treat the language as fluent. Our voice layer is designed to handle code-switching mid-sentence, recognize English product/merchant terms in Indian language speech (and vice versa), preserve context at every turn, and respond in the same natural blend as the caller uses. This means customers can speak like they actually speak in India, without the AI agent interrupting, restarting, or forcing a language reset.
How does a Kapture AI voice bot handle a live call end-to-end, from voice recognition and intent detection to triggering workflows and closing a ticket?
Kapture AI Agent processes a live call in a tight loop: listen → understand → act → respond. First, the call is connected (incoming or outgoing) and speech is converted to text in real time. The AI agent then detects intent and extracts key details (like product, amount, date, reason), using multilingual and industry-tailored intelligence to keep responses accurate and natural.
Then the AI agent executes the query end-to-end: it extracts the correct customer/context, triggers the appropriate workflow, and orchestrates actions on the backend systems (and other agents if necessary), without manual intervention. With the observability platform, you can see how a customer interaction is happening and enable human intervention if the need arises. At the same time, Kapture’s ticketing layer records the interaction: it can create/update the ticket, automatically categorize it, prioritize it and route it to the right team/expert if necessary. Once the workflow is complete, the AI agent confirms the outcome to the caller, captures a summary/final notes, and closes the ticket (or passes the full context if it’s an exception path).
What role does your new agentic AI platform, Vitos, play in enabling AI agents to go beyond scripted responses and actually take actions like refunds, order updates, or policy checks?
Vitos, Kapture CX’s agentic AI platform, helps design, deploy and scale AI agents for any workflow or industry, without writing a single line of code. It is designed to move AI agents beyond scripted, rule-based responses to autonomous, action-oriented execution.
At its core, Vitos enables AI agents to reason about customer context, business rules, and system data, then take actionable actions within enterprise workflows. By integrating directly with back-end systems such as CRMs, order management platforms and policy engines, Vitos-based agents can securely perform tasks such as issuing refunds, updating orders, validating eligibility or verifying policy compliance, without human intervention.
The platform supports structured pre-actions to collect relevant data (customer details, order status, policy terms) and post-actions to execute the results (ticket creation, order modification, refund initiation). This ensures that every action is anchored in real-time context and governed by predefined business logic and approvals.
Additionally, Vitos orchestrates multi-step workflows, enabling agents to manage complex end-to-end scenarios, such as identity verification, eligibility checks, and executing resolutions, while maintaining auditability and control.
Essentially, Vitos transforms AI agents from conversational interfaces to trusted operational agentscapable of executing business-critical actions reliably, securely, and at scale.
At scale, how many customer tickets have Kapture’s voice and AI chat agents handled and resolved so far, and how much of total queries are now handled without human intervention?
Kapture’s voice and chat AI agents already work enterprise-wide. In 2025 alone, we processed over 2 billion tickets, and today around 80% of queries are resolved automatically, without any human intervention and supporting over 1 million AI agent calls/day (12,000+ concurrent calls).
What impact has Kapture CX’s AI Voice Bot had on key CX and cost metrics, including how businesses are saving millions?
In enterprise deployments, our AI Voice Bot has scaled results in two ways:
- divert/automate end-to-end routine calls, and
- make remaining human-assisted calls faster and cleaner with better context and handoffs.
In customer experience, results we have publicly referenced include an 80% reduction in call wait times and +11% CSAT across a large financial services deployment in India, as well as a 17% increase in completed applications and 8% recovery of overdue loan payments within 6 months (via automation + proactive outreach).
In terms of cost and effectiveness, we have positioned the BFSI voice bot to help contact centers achieve cost savings of “over 57%”, and have reported results such as an approximately 40% reduction in turnaround time and a +25% increase in CSAT in publicly mentioned customer contexts. We also publish capacity/benchmark targets, such as automating up to 90% of common queries, reducing resolution times to less than 2 minutes for common use cases, and reducing support spend (e.g. “save up to 30% of current spend”, depending on the mix and use case).
How Businesses Save “Crorons” (Simple Math):
Annual savings ≈ (Monthly call volume × % automated/confined × Cost per live call) ×12.
Example (illustrative): If you have 10 lakh calls/month, automate 40% and each live call costs ₹35, that’s ₹16.8 crore/year in avoided live agent management, before adding productivity gains through faster AHT and fewer escalations. (The exact number depends on your volumes, containment rate and overall service cost.)
How do vertical-specific AI models for BFSI, Retail, Healthcare, and Travel ensure regulatory compliance and accuracy while addressing complaints?
Kapture’s vertical-specific AI models ensure regulatory compliance and complaint handling accuracy by being designed, trained and governed based on each industry’s regulatory and risk profile rather than operating as generic systems.
In BFSI, models align with ISO/IEC 27001, ISO/IEC 42001, SOC 2, GDPR and DPDP, supporting classification and recommendations while imposing mandatory human approval for financial results.
In healthcare, AI is limited to triaging and routing complaints about PHI, with strict privacy compliance, access controls, and human oversight.
Retail models focus on sentiment, dispute categorization, and SLA prioritization within the framework of consumer protection and data privacy.
Travel models handle high-volume, time-sensitive complaints with policy-compliant routing and cross-border data protections.
Across all industries, accuracy and compliance are maintained through domain-specific training, confidence thresholds, integrated workflows, continuous monitoring and comprehensive audit trails.
As India’s Tier 2 and Tier 3 markets become increasingly digital, do you see AI-powered voice becoming the dominant interface for customer experience, and how is Kapture preparing for this shift?
Yes – in Tier 2/Tier 3 India, we expect AI-powered voice to become the default “front door” for CX, as it matches how people already behave online: IAMAI-Kantar “Internet in India 2024” report shows 886 million active internet users, 488 million rural users, 870 million users accessing the internet in Indian languages and approx. 140 million voice users (voice commands) – a strong signal that voice + local language is becoming mainstream. On the ecosystem side, major platforms are favoring conversational voice in Indian languages (e.g. Google is expanding AI search experiences to more Indian languages and voice-first interactions), and even payments are moving towards “conversational” experiences (NPCI’s UPI 123PAY/’Hello UPI’ direction).
How we prepare at Kapture: We build voice CX as an end-to-end resolution channel, not “intelligent IVR.” This means multilingual speech understanding + code mixing tolerant, vertical intelligence (BFSI/retail/healthcare/travel) with compliance guardrails, and most importantly, voice-to-action orchestration so the agent can complete tasks (status checks, updates, reimbursements/requests) through workflows and systems integrations, then record/close the case with full audit trails. And when it comes to high risk or low trust, we design a clean, contextual human handoff, so voice evolves safely without breaking trust.
