Kapture CX, an AI-powered customer experience automation platform in India, has launched a multilingual voice bot for the BFSI sector, focusing on customer support and outbound sales. This solution offers round-the-clock and multilingual support, aiming to help contact centres achieve over 57% cost savings.
The BFSI sector, increasingly shifting toward digital customer support, faces the challenge of maintaining personalised and efficient service. To address this, Kapture CX integrated vertical-specific large language models (LLMs) into the voice bot, allowing it to understand industry-specific terminology. The bot uses sentiment analysis to respond to customer emotions and builds on past interactions for more personalized support.
“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 personalised service. This launch is a significant milestone in our journey to revolutionise CX for the BFSI sector, helping organisations achieve operational excellence and elevate customer satisfaction,” Sashi Bothra, director (BFSI vertical), Kapture CX said.
Kapture CX has powered the voice bot with in-house natural language understanding (NLU), natural language processing (NLP), and text-to-speech (TTS) engines to improve speech recognition and synthesis. It also tracks customer interactions across different touchpoints, ensuring a more tailored experience.
The voice bot supports over 40 languages, allowing BFSI brands to engage with customers across various regions. It can handle both customer support and outbound sales tasks, such as lead nurturing and upselling. The integration process is designed to be quick, requiring minimal training to fit into existing workflows. For complex queries, the bot transitions to human agents with full context.
Kapture CX has implemented this technology across various BFSI sectors, including lending, wealth management, insurance, and fintech. A notable deployment was with IndiaLends, a platform for unsecured consumer lending, where the bot was integrated into existing CRM and LMS platforms in two weeks. This helped IndiaLends manage increasing call volumes, improve conversions, and reduce agent turnover.
Clients using Kapture’s voice bot have reported a 40% reduction in turnaround time and a 25% increase in customer satisfaction scores. The voice bot complies with industry security standards, including SOC 2 Type 2, ISO 27001, HIPAA, GDPR, and PCI DSS, ensuring data protection and regulatory adherence.
“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 with 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,” Gaurav Chopra, founder, of IndiaLends said.
