In a bold move to transform customer experience (CX) and operational efficiency, PwC India has announced a strategic partnership with Kapture CX, a leading SaaS-based customer experience platform. The collaboration aims to harness the power of agentic automation — a new frontier in intelligent CX — to help businesses deliver faster, smarter, and more personalized customer interactions.
What Is Agentic Automation?
Agentic automation refers to the use of AI-powered agents capable of independently performing complex tasks, learning over time, and interacting with customers and systems in real-time. Unlike traditional rule-based bots, these AI agents can understand context, make decisions, and optimize workflows across multiple customer touchpoints.
By combining Kapture CX’s robust automation capabilities with PwC’s deep consulting expertise, the partnership aims to reshape how companies scale customer service operations — especially in high-volume environments such as e-commerce, banking, and telecom.
The Vision: Intelligent, End-to-End CX
The collaboration will focus on building end-to-end intelligent CX ecosystems. These systems will not only automate repetitive customer service tasks but also integrate seamlessly with CRMs, ERPs, and other back-end tools to drive faster issue resolution and improve customer satisfaction.
Key goals include:
- Reducing manual intervention and human errors
- Enhancing agent productivity through real-time assistance
- Automating post-call work, routing, and escalations
- Personalizing interactions with contextual AI insights
Why This Matters
In today’s experience-driven economy, customers expect instant, intelligent, and human-like responses. Businesses that fail to meet these expectations risk losing loyalty and market share. This partnership addresses that challenge by enabling businesses to deploy scalable AI agents that support — not replace — human agents, ultimately boosting both efficiency and empathy.
For PwC India, this partnership also strengthens its digital transformation portfolio and reinforces its commitment to helping enterprises future-proof their operations with AI-driven innovation.
Kapture CX’s Role
Kapture CX brings to the table its AI-first customer support platform, which supports omnichannel queries, smart ticketing, and automation tools already trusted by leading brands. Now, with the added boost of PwC’s industry knowledge and consulting muscle, Kapture aims to scale its impact across global enterprises.
Final Thought
The PwC India and Kapture CX partnership marks a significant milestone in the evolution of customer experience. By unlocking the potential of agentic automation, they’re not just automating tasks — they’re reimagining how businesses engage with customers in the age of AI
