Kapture CX

Agents connect to customer APIs, CRMs and databases to carry out support actions, including account updates, returns and booking changes. The integration catalog includes Zendesk, Freshdesk, HubSpot, Salesforce and Jira, while telephony connections can update tickets and send messages. VITOS supplies a custom API route for systems outside those connectors. Business rules and verification steps constrain sensitive changes before the workflow updates the connected systems.

Sourcekapture.cx/integrationsread 2026-10-20

VITOS coordinates several agents in parallel or in sequence, with shared task context carried between stages. Builders define conditional branches, routing and exception paths for the process. A finished step can trigger the next agent or an action in another platform without a manual handoff. Human review can be inserted at a chosen point, and the workflow continues according to the decision returned through Command.

Sourcekapture.cx/agent-os/ai-agent-platformread 2026-10-20

Customer knowledge sources supply policies, documents and business information to the agents. Kapture EX uses retrieval from internal knowledge bases and data lakes to answer employee questions across enterprise sources. VITOS can use a customer's own knowledge base alongside the workflow's rules and connected data. Teams update the agent's training material and logic as processes change, while live system lookups provide current details for the active request.

Sourcekapture.cx/employee-experience-platformread 2026-10-20

Command holds decisions for human review at points chosen by the customer. Requests arrive with the interaction, case data and agent recommendation, and the assigned person can approve, reject or request a change. Responses can come through Slack, WhatsApp or the CRM and determine how the workflow advances. Reminders and deadline escalation handle unanswered requests, while supervisors can take over an active process with its context attached.

Sourcekapture.cx/agent-os/commandread 2026-10-20

Customer role permissions restrict access and actions in the agent products, with masking and redaction for sensitive information, and enterprise agents can apply role based guardrails that block unsafe requests. Kapture lists ISO 27001, SOC 2 Type II and ISO 42001 for AI governance among its compliance frameworks, with the SOC 2 report shared under confidentiality terms, alongside GDPR, HIPAA and India's DPDPA and CERT In guidelines. Regular penetration tests run with CERT In empanelled auditors, data is encrypted end to end, and customer data stays out of the training of Kapture's models.

Sourcekapture.cx/trust-centerread 2026-10-20

Command shows the agent's decisions, the current step and the workflow state for each process, then records who intervened, when they decided and what happened next. Production workflows such as card servicing record each identity check, customer response and system action as it happens, and use cases like billing disputes run from query to resolution with a full audit trail. Calibrate logs every interaction against SLAs with searchable transcripts and outcomes across voice and digital channels, and its compliance monitoring keeps a record of what was said, when and by whom.

Sourcekapture.cx/voice-bot/use-cases/card-operationsread 2026-10-20

Voice agents recall earlier conversations and pull customer history into a continuing request, including when the customer switches channels. Workflow context passes from one agent to the next and transfers to a supervisor during intervention. This continuity centers on the customer record, interaction history and the current process state. The product does not expose a separate agent memory store with customer configured scopes and retention for autonomous learning across tasks.

Sourcekapture.cx/self-serve/ai-voice-agentsread 2026-10-20

Beside the managed service, Kapture offers private cloud, VPC and hybrid deployment models that keep data, identity, encryption and audit under the enterprise's control, and its own value report lists on premises and VPC deployment for regulated customers. The trust center describes global data residency across its data centers, with arrangements in regions including the US and Europe. Kapture EX can run open source or tuned models inside the customer's own cloud environment, and dedicated infrastructure, reserved capacity and storage allowances are set in the enterprise order.

Sourcekapture.cx/trust-centerread 2026-10-20

VITOS offers ready made templates for operational workflows, described as drawn from millions of real workflows, which customers configure with their own logic, policies and knowledge base. No template catalog or named set of finished agents is published, and template setup runs as part of the enterprise implementation, where the customer supplies the system connections, exception paths and approval points before the agent goes live. AgentOS itself is organized into named layers for building agents, human supervision, quality assessment and operational analysis.

Sourcekapture.cx/agent-os/ai-agent-platformread 2026-10-20

Status changes, submitted forms and payment updates can start an agent workflow as soon as the event occurs. Inbound customer conversations arrive through voice, chat, email and social services, while voice agents also support outbound reminders and follow-up work. These entry points feed the configured process with the relevant customer and case context. Review deadlines can independently trigger reminders or escalation to a supervisor.

Sourcekapture.cx/agent-os/ai-agent-platformread 2026-10-20

VITOS runs on a bring your own stack: a customer can use its own language model, voice provider and knowledge base or Kapture's, and swap any of those components later without rebuilding the agent's process. Kapture EX also supports open source or specially tuned models running in the customer's cloud. Role controls, prompt redaction and token accounting apply around whichever model is chosen, and Kapture EX adds private model fine tuning for enterprises with their own compliance requirements.

Sourcekapture.cx/employee-experience-platformread 2026-10-20

Native REST endpoints let developers create support tickets, retrieve existing cases and add or update customer records. Calls authenticate with an API token against the customer's Kapture subdomain, and responses return identifiers, data or structured failure messages. Ticket creation accepts a title, description, due date and customer email, with additional mapped fields for the use case. Separate limits apply to creation, update, retrieval and search operations.

Sourcedev.kapture.cx/kapture-api/reference/api-reference/add-ticket-apiread 2026-10-20

Calibrate scores every AI and human interaction automatically against rubrics the customer defines for quality, tone and process adherence, where manual review typically reaches a few percent of conversations. It benchmarks each agent against the team average and top performers, runs root cause analysis on gaps and turns a detected gap straight into a coaching program or a signal back to VITOS. Before launch, VITOS replays historical interactions and runs hundreds of scenarios, measuring resolution, handling time and fallback behavior on the configured agent.

Sourcekapture.cx/agent-os/calibrateread 2026-10-20

Support tasks run through APIs, backend integrations and workflow actions. A card request, for example, verifies the customer, executes the permitted change and synchronizes the business systems without controlling their visual interfaces. VITOS provides an editing surface for people to configure that process, while the agent runtime carries out the connected operations. The product has no native browser session, screen interaction engine or general desktop control surface for the agent.

Sourcekapture.cx/voice-bot/use-cases/card-operationsread 2026-10-20