Whilst artificial intelligence promises to transform business operations, few companies have cracked the code on profitable AI implementation. Kapture CX stands as a notable exception. The customer experience automation platform has achieved something remarkable: 80% year-over-year growth alongside sustained profitability, all whilst pioneering what it calls “people-lite, AI-first experience operations.” As Indian enterprises wrestle with mounting customer volumes, stringent compliance requirements, and relentless cost pressures, Kapture CX has positioned itself not merely as a solution provider but as a transformative force reshaping how organisations handle customer interactions. With major banking and fintech clients now in its portfolio, the company is proving that the AI revolution in customer experience isn’t coming— it’s already here, and it’s profitable.
Redefining Customer Experience Through Intelligent Automation
Kapture CX has fundamentally reimagined enterprise customer experience by creating a platform where artificial intelligence augments human employees whilst handling routine resolutions autonomously. The system manages millions of compliant interactions across voice, chat, email, and social channels without requiring proportional increases in agent headcount. This architectural approach represents a paradigm shift from traditional contact centres, where scaling customer service meant hiring more people. For large enterprises grappling with exponential growth in customer touchpoints, this people-lite model delivers both efficiency and measurable business impact.
Sheshgiri Kamath, Co-Founder and CEO of Kapture CX, emphasises the company’s pragmatic approach to AI implementation. The platform’s success stems from its focus on delivering tangible results rather than theoretical capabilities. Kapture CX runs paid proof-of-concepts that establish accountability on both sides of the partnership, and the conversion rate tells the story: nearly all POCs transform into full contracts. This remarkable conversion rate reflects both the maturity of the product and the genuine value it delivers to enterprise clients. In an industry where many AI companies struggle to move beyond pilot projects, Kapture CX‘s ability to consistently convert trials into long-term partnerships sets it apart.
Industry-Specific Solutions Built on Security-First Foundations
Rather than pursuing a one-size-fits-all approach, Kapture CX has adopted a disciplined vertical-focus strategy within the Indian market. The company concentrates on retail, e-commerce, and BFSI (Banking, Financial Services, and Insurance) sectors, combining deep domain knowledge with full-stack technology capabilities. This specialisation enables Kapture CX to deliver outcomes tailored to each industry’s unique regulatory requirements, customer expectations, and operational challenges. Generic CX automation tools often struggle with sector-specific nuances; Kapture CX‘s vertical expertise addresses this gap directly.
Security and compliance form the bedrock of Kapture CX‘s architecture, a critical differentiator when serving highly regulated industries. The platform offers private-cloud, VPC, and hybrid deployment models, giving enterprises complete control over data governance, identity management, encryption protocols, and auditability. For banks, insurers, and large digital-first retail companies, these capabilities aren’t merely features—they’re prerequisites. Kapture CX‘s security-first approach has established it as a trusted partner for organisations where data protection and regulatory compliance cannot be compromised, mitigating risks whilst enhancing institutional trust.
Strategic Expansion Through Partnerships and Global Ambitions
With a profitable foundation established in India, Kapture CX is accelerating its global expansion, particularly targeting the United States market. The company has identified retail-energy and travel/cruise industries as priority sectors for international growth, applying lessons learned from its Indian success to new geographies. To support these ambitions, Kapture CX is strategically expanding its leadership team and deepening partner-led go-to-market strategies.
The company’s collaborative approach extends to partnerships with Big 4 consulting firms, leading global systems integrators, and hyperscalers. These alliances serve multiple purposes: they enhance trust through association with established names, accelerate digital transformation initiatives, and shorten sales cycles by leveraging existing relationships. Kapture CX‘s marquee client roster—including BigBasket, Tata 1mg, Aditya Birla Capital, Coca-Cola, and Reliance—provides compelling proof points for prospects evaluating the platform.
As Kapture CX targets 2.5x scaling over the next 12 months, its trajectory suggests more than incremental growth. The company is positioning itself to redefine enterprise customer experience automation for both Indian and global markets. In an industry where profitability often remains elusive despite impressive revenue figures, Kapture CX‘s combination of sustained profitability, rapid growth, and differentiated vertical-first strategy demonstrates that purpose-built AI solutions can deliver both technological innovation and sound business fundamentals. The future of customer experience is being written now, and Kapture CX is holding the pen.