A standardof evidencefor customerexperience.
Every interaction scored against your criteria. Every score defended with structured evidence. Every signal closed by measurable action — on the record, across 100% of voice and chat.
Manual QA breaks at scale.
Four counts, filed.
- I
Sampling becomes politics.
At two hundred agents, no QA team audits everyone fairly. The selection bends to squeaky wheels, favourites, and guesswork. What begins as statistics ends as opinion.
- II
Dashboards nobody trusts.
Leadership reads aggregated scores that rest on five percent of reality. The number rises. The feeling of control does not. Meetings are spent relitigating the metric, not acting on it.
- III
Issues surface after the damage.
Complaints outrun reviews. A compliance failure hits the regulator, an escalation hits the CEO inbox, a churn shows up in the weekly — and only then does anyone go back and listen.
- IV
Coaching is theatre, not change.
Feedback is delivered once, in a room, to a person. Whether it moved the needle is never measured. The loop never closes. The agent improves or does not — and no one can say which.
Five stages. One closed loop.
Most platforms stop at the dashboard. Kratya was built to carry the signal through to a measured outcome. Nothing on this page is in beta.
- 01
Ingest
Voice, chat, email, WhatsApp. Real-time webhook from your CRM or async batch — nothing lost, nothing sampled.100% coverage is a decision at this stage, not a slogan. - 02
Detect
Seven lightweight detectors run pre-LLM: greeting, order ID, bot handoff, escalation, language, compliance, query type. High-confidence calls skip the language model entirely.Reduces LLM spend by ~20% before a single token is scored. - 03
Evaluate
Tiered scoring routes binary checks to a fast model and subjective metrics to a reasoning model. Each score ships with quoted evidence, not vibes.Scorecards are versioned. Every evaluation references the exact criteria used the day it ran. - 04
Signal
Triggers fire on score drops, compliance fails, coaching patterns. Behaviour graphs track greeting, acknowledgement, de-escalation across every agent.Signals do not queue quietly. They arrive as work items. - 05
Act
A morning brief for the manager. A focus area for the agent. A coaching session filed. Thirty days later — measured.The loop is closed by construction.
One call. Every answer.
Below: a single interaction, scored against a real scorecard, defended with evidence, routed through the system, and followed up thirty days later. Nothing in this exhibit is a slide. This is what every row of your evaluation table looks like after an audit.
- Opening & identificationAgent self-identified within 4sWeight10Earned10✓ pass
- Empathy statement"sizing issues are frustrating"Weight15Earned14✓ pass
- Order verificationORD-84721 confirmed against CRMWeight10Earned10✓ pass
- SOP · return policy disclosureRefund/exchange option not offered; 7-day window not statedWeight25Earned6✗ fail
- Resolution provided48-hour pickup scheduledWeight20Earned18✓ pass
- Closing ritualNo confirmation read-back before closeWeight20Earned16◐ partial
What this means for you.
CX Leaders
A defensible picture of quality across the whole organization — not a sampled summary. Risk surfaces before it becomes a regulator letter or a board slide. What to fix this week has a name, a number, and a status.
Ops Directors
Zero headcount increase, quantified. The QA manager you would have hired to keep up with volume does not need to be hired. The cost of the platform sits below the cost of one senior auditor.
QA Managers
The review table is not a sample any more. Every interaction has structured evidence. Calibration is a first-class feature, not a spreadsheet. Your time moves from reviewing to resolving.
The numbers we are willing to be held to.
Every voice and chat interaction — no sampling, no selection bias, no gaps in the audit record.
From call end to scored, routed, and filed. The morning brief lands on the manager before the standup.
The DETECT layer resolves high-confidence signals before a reasoning model is ever invoked.
Every coaching action carries a before/after outcome window. Improvement, unchanged, or decline — on the record.
The questions we expect you to ask.
Three names on every signature line.
Kratya is built by people who have run the exact problem it solves — across contact centres, D2C brands, and enterprise CX. Not a marketing team that bought a category.
Anubhav Singh
Co-founderThirteen-plus years building and scaling engineering organizations — from first engineer through teams of thirty-five. Founding engineer at Urban Company, engineering manager at Tata 1mg, then co-founder at wMall and ShopDeck. He builds platforms the way he builds teams: with clarity, trust, and room to compound.
C V Sai
Co-founderFifteen-plus years turning unstructured operations into lean, systemised, tech-driven ones — most recently at TravelPlus, with an early-builder stint at Urban Company. He brings that same discipline to the signals and routing layer of Kratya.
Krishna Gautam
Co-founderEighteen-plus years leading customer experience at enterprise scale. Named CX Professional of the Year 2025 and counted among India’s Top 100 CX Leaders. He brings the QA auditor’s eye to every scorecard Kratya ships.
See it scored on your own data.
A private demo, run on a sample of your interactions against your own scorecard. You see every evidence quote, every routing decision, every coaching recommendation. No slides. No template deck. The platform speaks for itself.