We built the company we kept trying to hire.
For fifteen years we ran customer experience for some of India's fastest-growing consumer brands. The tools we needed didn't exist as one thing. So we made them.
By 2024, the technology to score every conversation in real time finally existed. The models were ready. That was never the hard part.
The hard part was that no single company would own what happened after the score. Software vendors measured. BPOs staffed. AI startups automated. The customer lived in the gaps between them: the refund that never came, the escalation nobody caught, the promise that quietly went unkept. We had all sat on the wrong side of that gap, running CX teams and watching the quality report land a week too late to matter.
So we stopped waiting for a vendor to fix it. Kratya hires and grows the agents. We score every conversation with AI, close the coaching loop in the same platform, and let automation earn its place only when the data says it has. One company, one loop, one number to answer for.
Kratya is a Sanskrit word for the action that ought to be done. It is the thing that should follow once someone finally knows the truth.
The values we build and hire on.
Kratya means the action that ought to be done. These five are how we decide what that action is, in the product and in the people we bring on.
Spotting the problem is the easy half. We're built for what comes after: the coaching, the fix, the promise actually kept. We hire people who finish the thought, not just flag it in a report and move on.
When you see it, it's yours until it's resolved and the metric proves it. No handing the ticket to someone else. Here, agency and accountability are the same muscle, and everyone is expected to have it.
We'd rather show a client the ugly score than a tidy story. The best people here say the hard thing early, to each other and to customers, because a problem named on day one is cheaper than one found in month six.
Move fast, but let the data lead. We ship at a pace that surprises people and still hold enterprise-grade standards, and we let quality, not hype, decide what scales next. Speed without trust is just risk.
We build for the person handling escalations at 9pm, because we've been them. Real understanding of the work beats cleverness from the outside every time. So we hire people who want to sit close to the mess, not above it.
Operators first. Founders second.
Between us, three consumer businesses, hundreds of seats, and a lot of quality reports that arrived too late.
Fifteen years building customer experience at scale, eight and a half of them at UrbanCompany, where he scaled operations across fulfilment and CX leadership. He has run the messy middle of high-growth ops, and he runs the client conversations himself.
An IIM Kozhikode MBA and former VP of CX at Urbanic. He has built customer experience for companies that break things fast, from UrbanCompany and Times to Urbanic and Rocket Internet ventures. He knows what quality looks like before the damage shows up in the data, and he built Kratya's coaching loop around exactly that.
He built UrbanCompany's engineering pod from day one, then founded and scaled a company of his own. He knows how to grow a business through technology, not just ship features, and at Kratya he builds for production traffic, not for the demo.
Come build the loop with us.
Whether you want to run your CX on Kratya or help build it, the door's the same.