Kapture CX Survey Shows 70% of Leaders Already Using AI in Customer Interactions, Yet Only 27% Have Scaled

Artificial intelligence is no longer an experiment in customer experience (CX); it is already almost unconditionally embedded in how businesses operate.

That’s the key insight from a new survey conducted by Kapture CX, an AI-powered, verticalized CX platform headquartered in India with a global footprint. The survey reveals that while adoption is widespread, maturity is still uneven, with most organizations stuck in pilots rather than scaled deployment.

According to the study, not a single CX leader today says they are avoiding AI altogether.

1. More than 70% report that at least 10% of their interactions are AI-assisted, and around 20% say AI supports more than 60% of customer interactions.
2. Yet, ambitions for the near future far exceed current reality.
3. By 2026, 65% of leaders expect at least a quarter of their customer interactions to be AI-led, with one-third aiming for more than half of their interactions to be handled by AI systems.

The reality, however, is mixed.

A majority 72% are running pilots or early-stage explorations, while only 27% have scaled to full deployment.

Kapture’s survey revealed some interesting findings:

The most popular applications for AI currently are self-service (42%), followed by conversation intelligence and quality assurance (33%), and agent-assist tools (25%). These statistics indicate that automation and efficiency are at the center, yet AI is also used to enhance human performance within CX teams.

Retail is the most visible sector to have adopted AI. In this category, the greatest impact is envisioned by players in 24/7 virtual support (58%), where chatbots and AI agents can service mundane queries at scale. Return and refund (22%) also came out as a prominent use case, eliminating friction for customers and enhancing operational effectiveness.

Sentiment analysis, nevertheless, came in last with only 8%, mirroring low confidence that AI can detect human empathy in delicate interactions.

33% of leaders surveyed have begun experimenting with AI Agents in their CX stack, with another 33% set to join them within the next 6 months to one year.

Just 19% indicate AI agents are not on the radar, period.

Kapture CX’s survey findings are guided by its own decade-long journey in reshaping CX.

Founded in 2014 as a lean CRM platform, the company reinvented itself in 2018 as a full-fledged AI-led solution tailored to industry-specific needs. Today, KaptureCX serves over 1,000 clients worldwide, with more than 90,000 active users and a team of 350 employees. Its hubs in Florida and Dubai reflect its growing global presence.

The key message from the study is that CX leaders are no longer debating whether AI belongs in the customer journey; they are already using it. The real question is how to move from scattered pilots to scaled, trustworthy deployments that can be adapted to the unique demands of each industry.

“AI is not about replacing humans; it’s about enabling deeper, more meaningful customer interactions. Our goal is to help enterprises move from fragmented pilots to scaled deployments that are trustworthy, empathetic, and impactful. The survey also highlights a broader industry hesitation. While leaders are enthusiastic about automation, there is limited confidence in AI’s emotional intelligence, with low adoption of sentiment analysis tools. Trust, therefore, will be central to scaling AI in CX,”said Sheshgiri Kamath, Co-Founder and CEO of Kapture CX.

If businesses achieve their 2026 goals, a minimum of one quarter of customer interactions will be managed by AI.

For industries such as retail, healthcare, and financial services, that translates to millions of conversations flowing away from human operators and toward artificial intelligence systems: transforming cost models, levels of efficiency, and customer expectations.

For firms such as KaptureCX, it is an opportunity and a mandate. Building on verticalized AI solutions and customer-led innovation, they can empower businesses to not only deploy AI at scale but also establish the trust required to drive lasting adoption.

As adoption gains momentum, the winners among the companies will be those that reconcile automation and empathy, innovation and trust, and efficiency with human relationships. Because, at the end of the day: it is not a race for AI, but a race assisted with AI.

Sohail Shaikh
Kapture CX
+91 95529 57111