India, November 2024: Kapture CX, a leading customer experience (CX) solutions provider, has rapidly expanded into the U.S. Energy sector, transforming customer engagement, regulatory compliance, and operational efficiency for its energy clients. With a dedicated focus on the energy vertical, Kapture has achieved impressive 5X growth this year, bringing on board a dozen new clients in the last quarter alone. This commitment to exceptional CX is supported by significant strides in advanced technology, AI-driven solutions, and regulatory compliance tailored to the needs of the US Energy sector.
The US energy market presents a unique opportunity for Kapture, as market conditions and the potential for customer switching providers place a premium on superior customer experience. As customer retention outpaces acquisition in importance, Kapture’s technology offers an essential lifeline for energy companies grappling with fragmented regulations, complex operations, and high customer expectations.
Sheshgiri Kamath, CEO of Kapture CX, said, “Expanding into the US Energy sector represents an exciting growth frontier for Kapture CX. This market has unique challenges, from stringent regulatory landscapes to complex customer expectations, and we’re combining our expertise in Gen AI and CX technology to empower energy providers to deliver exceptional customer experiences. We’re proud of the traction we’ve achieved so far and are confident that our targeted solutions will continue to set new standards for customer experience and operational efficiency in this dynamic sector.”
A crucial part of Kapture’s Energy sector offering is its unwavering commitment to data security and regulatory compliance. The platform is not only GDPR and HIPAA compliant but also features localised data storage to meet specific state requirements. Kapture holds ISO 27001 and SOC2 Type2 certifications, which underpin its stringent approach to data protection. From onboarding that supports customer switching and credit checks to advanced privacy features for account management, Kapture’s platform offers a seamless, compliant CX journey tailored to the US Energy sector’s unique demands.
Kapture has already onboarded a diverse portfolio of key clients within the US Energy sector, including Ironhorse Power Services, Evergreen Power Solutions, Budget Power, Ecoplus Power, Solar Brothers, Rushmore Energy and more. These partnerships enable Kapture to continue refining its offerings and addressing sector-specific needs for energy retailers and utility providers.
As an innovator in customer experience, Kapture has integrated artificial intelligence (AI) to enhance operational efficiencies and customer interactions for its energy and utilities clients. The advanced chatbot and voice bot capabilities offer robust self-service options, with the voice bot handling not only customer support tasks but also outbound use cases such as reminders and alerts. Advanced ticket routing enhances ticket assignment accuracy, while the AI-powered Co-pilot and agent assist provide agents with real-time support, equipping them to resolve customer issues more efficiently and reduce response times. Auto QA enables CX leaders to monitor agent performance effectively, allowing for targeted improvement actions to ensure consistent, high-quality support. Additionally, NLQ-based dashboards give CX leaders instant access to key contact centre metrics, enabling them to track customer sentiment and trends effortlessly, without the need for complex coding or report-building. Together, these tools drive efficiency, enhance customer satisfaction, and reduce operational costs.
The company’s specialised offerings for the Energy sector include an industry-specific voice bot capable of handling both inbound and outbound calls, with capabilities that surpass traditional IVR systems. This voice bot, with its low latency and multilingual support, delivers contextually aware, human-like interactions tailored to complex customer queries. Outbound use cases encompass a range of proactive communications, including nudges and reminders for renewals, bill payments, and onboarding processes. These use cases also facilitate plan recommendations, notifications about service outages, and important alerts, ensuring that customers remain informed and engaged throughout their interactions. Additionally, Kapture’s Optical Character Recognition (OCR) tool automates invoice analysis, enabling proactive outreach based on billing patterns and consumption data, further enriching the customer experience.
Their expansion strategy for the Energy sector includes leveraging AI to hyperpersonalise interactions with energy customers by providing a white-glove recommendations. The platform’s sophisticated analytics and CX solutions enable energy providers to deliver recommendations for energy efficiency, cross-sell solar-friendly home technologies, and offer proactive nudges for renewals and bill payments. These solutions align with the growing demand for enhanced customer experience, as energy companies face increasingly competitive markets and historically low customer satisfaction scores, according to surveys done by the American Customer Satisfaction Index (ACSI).
Kapture’s innovative and comprehensive CX platform is setting new standards for customer experience within the US Energy and utilities market. By addressing both technological and regulatory challenges unique to this sector, Kapture is poised to make a significant impact, meeting the industry’s demand for streamlined, customer-centric solutions. As Kapture continues to innovate and expand in this sector, its 5X growth milestone signals its strong commitment to transforming customer experience in the US energy sector.
