Scaling customer experience with Agentic AI: Faster resolutions, smarter insights

By Sheshgiri Kamath, CEO & Co-Founder, Kapture CX

Large enterprises are facing tremendous pressure to elevate customer experiences. Customers now expect the same speed and clarity they get while ordering food or making a payment, but they expect it across every channel: phone, email, chat, apps, and social. At the same time, support teams are dealing with rising volumes, fragmented tools, and constant cost scrutiny. In a country where digital behaviour is scaling fast, the expectation gap is only widening – the Government reported 20,343 crore digital transactions in FY 2025–26 (till 31 Dec 2025), showing how ‘instant’ has become the default experience for citizens.

For many enterprises, the old model of customer support, reliant on rule-based automation, is not keeping up. Workflows are too complex to hard-code. Systems are too many to manually stitch together. And simply ‘suggesting’ the next best action to an agent ...