Key results
The company
Kapiche
kapiche.comConversational intelligence platform for analyzing customer feedback and support data.
Result highlights
- Issue identification time cut from weeks to minutes
- Client analysis time cut from weeks to seconds
- 100% conversation coverage vs 3-5% typical
The story
A conversation intelligence provider processing millions of daily customer feedback interactions for enterprise clients like Australia Post and ANZ.
Traditional surveys capture only 3-5% of customer sentiment, leaving the vast majority of feedback hidden in unstructured calls and emails. Manually analyzing this data took weeks and relied on subjective taxonomies that often missed emerging issues.
The platform uses Gemini in Vertex AI to normalize messy conversations into structured data, enabling 100% coverage of customer interactions. An automated theme generation engine identifies churn risks by connecting emotional signals to specific product pain points. The system runs on Google Kubernetes Engine with autoscaling to handle 10x traffic spikes during enterprise campaigns.
Quotes
“Google Cloud maintains our agility against the competition. We leverage Vertex AI to seamlessly integrate powerful, new AI enhancements into our proven platform, delivering fast and reliable actionable insights.”