The Kapiche Story
The Kapiche Story
The Kapiche Story
Pioneering the evolution from text analytics to conversation intelligence
Pioneering the evolution from text analytics to conversation intelligence
Trusted by top-tier
teams worldwide
Taking CX from 'feel-good fluff'
to hard science and measurable ROI
A problem that wouldn't let go
A problem that wouldn't let go
A problem that wouldn't let go
We started with a problem that wouldn't let us go: businesses were drowning in customer feedback but starving for real insight. In 2016, Ryan and Kris, with a background at an early text analytics software business, watched organizations make million-dollar decisions based on incomplete information while thousands of customer conversations went unanalyzed.
Survey response rates were plummeting. Customer expectations were rising. And everyone seemed resigned to the fact that "this is just how it works." We weren't.
Survey response rates were plummeting. Customer expectations were rising. And everyone seemed resigned to the fact that "this is just how it works." We weren't.
We started with a problem that wouldn't let us go: businesses were drowning in customer feedback but starving for real insight. In 2016, Ryan and Kris, with a background at an early text analytics software business, watched organizations make million-dollar decisions based on incomplete information while thousands of customer conversations went unanalyzed.
Survey response rates were plummeting. Customer expectations were rising. And everyone seemed resigned to the fact that "this is just how it works." We weren't.
Survey response rates were plummeting. Customer expectations were rising. And everyone seemed resigned to the fact that "this is just how it works." We weren't.
Our mission
Our mission
Our mission
From day one, our mission has been simple but ambitious: to understand and empathize with people at scale using technology. We saw businesses surrounded by customer feedback, yet disconnected from the real people behind it, as insights were flattened into dashboards and spreadsheets.
Customer voices were everywhere. Understanding was not. Important context was getting lost, and empathy was becoming harder to scale as companies grew.
We didn’t believe that was inevitable. Technology should bring businesses closer to their customers — not further away.
From day one, our mission has been simple but ambitious: to understand and empathize with people at scale using technology. We saw businesses surrounded by customer feedback, yet disconnected from the real people behind it, as insights were flattened into dashboards and spreadsheets.
Customer voices were everywhere. Understanding was not. Important context was getting lost, and empathy was becoming harder to scale as companies grew.
We didn’t believe that was inevitable. Technology should bring businesses closer to their customers — not further away.
From day one, our mission has been simple but ambitious: to understand and empathize with people at scale using technology.
We saw businesses surrounded by customer feedback, yet disconnected from the real people behind it, as insights were flattened into dashboards and spreadsheets.
Customer voices were everywhere. Understanding was not. Important context was getting lost, and empathy was becoming harder to scale as companies grew.
We didn’t believe that was inevitable. Technology should bring businesses closer to their customers — not further away.
The evolution: riding three waves of innovation
The evolution: riding three waves of innovation
The evolution: riding
three waves of innovation
2016-2020: The text analytics foundation
2016-2020: The text analytics foundation
2016-2020:
The text analytics foundation
"We weren't just analyzing text. We were building the infrastructure to understand human communication at scale."
"We weren't just analyzing text. We were building the infrastructure to understand human communication at scale."
"We weren't just analyzing text. We were building the infrastructure to understand human communication at scale."
When Ryan and Kris founded Kapiche in 2016, text analytics was still emerging. We built sophisticated technology to extract meaning from unstructured text: the foundation that would later prove essential for true conversation intelligence. While others focused on simple word clouds, we developed real-time indexing and dynamic topic modeling that could handle massive datasets.
When Ryan and Kris founded Kapiche in 2016, text analytics was still emerging. We built sophisticated technology to extract meaning from unstructured text: the foundation that would later prove essential for true conversation intelligence. While others focused on simple word clouds, we developed real-time indexing and dynamic topic modeling that could handle massive datasets.
When Ryan and Kris founded Kapiche in 2016, text analytics was still emerging. We built sophisticated technology to extract meaning from unstructured text: the foundation that would later prove essential for true conversation intelligence. While others focused on simple word clouds, we developed real-time indexing and dynamic topic modeling that could handle massive datasets.
2021-2023: The feedback analytics breakthrough
2021-2023: The feedback analytics breakthrough
2021-2023:
The feedback analytics breakthrough
This wasn't just a product evolution. It was the beginning of Voice of Customer 2.0.
This wasn't just a product evolution. It was the beginning of Voice of Customer 2.0.
This wasn't just a product evolution. It was the beginning of Voice of Customer 2.0.
By 2021, the feedback analytics category was exploding. Organizations realized they needed more than basic sentiment analysis. They needed to understand the "why" behind customer feedback. We shifted our focus to become a comprehensive feedback analytics platform, helping companies like RAC save 11,856 man-hours and discover the exact dollar value of every NPS point.
By 2021, the feedback analytics category was exploding. Organizations realized they needed more than basic sentiment analysis. They needed to understand the "why" behind customer feedback. We shifted our focus to become a comprehensive feedback analytics platform, helping companies like RAC save 11,856 man-hours and discover the exact dollar value of every NPS point.
By 2021, the feedback analytics category was exploding. Organizations realized they needed more than basic sentiment analysis. They needed to understand the "why" behind customer feedback. We shifted our focus to become a comprehensive feedback analytics platform, helping companies like RAC save 11,856 man-hours and discover the exact dollar value of every NPS point.
2024-present: The conversation intelligence revolution
2024-present: The conversation intelligence revolution
2024-present:
The conversation intelligence revolution
This is VoC 2.0, where every conversation becomes your business nervous system.
This is VoC 2.0, where every conversation becomes your business nervous system.
This is VoC 2.0, where every conversation becomes your business nervous system.
With the advent of LLMs in 2023-2024, we saw the future clearly: the evolution from partial intelligence (surveys) to complete intelligence (every conversation). While others rushed to add chatbots, we built something revolutionary. An AI enrichment layer that transforms every customer interaction into structured, actionable business intelligence.
With the advent of LLMs in 2023-2024, we saw the future clearly: the evolution from partial intelligence (surveys) to complete intelligence (every conversation). While others rushed to add chatbots, we built something revolutionary. An AI enrichment layer that transforms every customer interaction into structured, actionable business intelligence.
With the advent of LLMs in 2023-2024, we saw the future clearly: the evolution from partial intelligence (surveys) to complete intelligence (every conversation). While others rushed to add chatbots, we built something revolutionary. An AI enrichment layer that transforms every customer interaction into structured, actionable business intelligence.
Why now? The perfect storm
of market evolution
Why now? The perfect storm
of market evolution
The LLM explosion
The global LLM market grew from $4.5B in 2023 to a projected $36.1B by 2030, enabling unprecedented conversation analysis capabilities that simply weren't possible before.
The LLM explosion
The global LLM market grew from $4.5B in 2023 to a projected $36.1B by 2030, enabling unprecedented conversation analysis capabilities that simply weren't possible before.
The LLM explosion
The global LLM market grew from $4.5B in 2023 to a projected $36.1B by 2030, enabling unprecedented conversation analysis capabilities that simply weren't possible before.
The Survey Crisis
Response rates are plummeting while customer expectations soar. Organizations finally realize they can't make million-dollar decisions based on 3% of customer reality.
The Survey Crisis
Response rates are plummeting while customer expectations soar. Organizations finally realize they can't make million-dollar decisions based on 3% of customer reality.
The Survey Crisis
Response rates are plummeting while customer expectations soar. Organizations finally realize they can't make million-dollar decisions based on 3% of customer reality.
The conversation intelligence boom
The conversation intelligence market is exploding from $2.67B in 2024 to $9.58B by 2033, growing at 15.8% CAGR as leaders demand complete customer intelligence.
The conversation intelligence boom
The conversation intelligence market is exploding from $2.67B in 2024 to $9.58B by 2033, growing at 15.8% CAGR as leaders demand complete customer intelligence.
The conversation intelligence boom
The conversation intelligence market is exploding from $2.67B in 2024 to $9.58B by 2033, growing at 15.8% CAGR as leaders demand complete customer intelligence.
The results speak for themselves
The results speak for themselves
The results speak for themselves
$307K
$307K
$307K
Business impact per NPS point discovered through complete conversation analysis
Business impact per NPS point discovered through complete conversation analysis
Business impact per NPS point discovered through complete conversation analysis
23%
23%
23%
Reduction in customer effort through conversation pattern identification
Reduction in customer effort through conversation pattern identification
Reduction in customer effort through conversation pattern identification
95%
95%
95%
Accuracy in predicting outcomes from conversation themes
Accuracy in predicting outcomes from conversation themes
Accuracy in predicting outcomes from conversation themes
99%
99%
99%
Reduction in analysis time - from a 3-day, 3-person task to minutes.
Reduction in analysis time - from a 3-day, 3-person task to minutes.
Reduction in analysis time - from a 3-day, 3-person
task to minutes.
Why now? The perfect storm
of market evolution
What sets us apart
What sets us apart
What sets us apart
Our AI enrichment engine transforms messy conversations into structured intelligence with consistent methodology across all channels. This creates what didn't exist before: reliable customer intelligence with 100% coverage that enables both strategic insight and operational action.
While others offer point solutions that analyze fragments of the customer experience, we built the intelligence layer that makes everything visible. Every conversation becomes part of your business nervous system, sensing problems before they become crises and identifying opportunities before your competition.
We're not just participating in the market evolution from VoC 1.0 to 2.0. We're leading it.
We don't just analyze. We normalize.
We don't just analyze. We normalize.
We don't just analyze. We normalize.
Our AI enrichment engine transforms messy conversations into structured intelligence with consistent methodology across all channels. This creates what didn't exist before: reliable customer intelligence with 100% coverage that enables both strategic insight and operational action.
While others offer point solutions that analyze fragments of the customer experience, we built the intelligence layer that makes everything visible. Every conversation becomes part of your business nervous system, sensing problems before they become crises and identifying opportunities before your competition.
We're not just participating in the market evolution from VoC 1.0 to 2.0. We're leading it.
The Kapiche difference
When financial services leaders reduce customer effort by 23%, when travel companies discover each NPS point drives $307K in business impact, when universities predict student dropout with 95% accuracy, that's the Kapiche difference. We turn customer conversations into competitive advantage.
The Kapiche difference
The Kapiche difference
When financial services leaders reduce customer effort by 23%, when travel companies discover each NPS point drives $307K in business impact, when universities predict student dropout with 95% accuracy, that's the Kapiche difference. We turn customer conversations into competitive advantage.
Our AI enrichment engine transforms messy conversations into structured intelligence with consistent methodology across all channels. This creates what didn't exist before: reliable customer intelligence with 100% coverage that enables both strategic insight and operational action.
While others offer point solutions that analyze fragments of the customer experience, we built the intelligence layer that makes everything visible. Every conversation becomes part of your business nervous system, sensing problems before they become crises and identifying opportunities before your competition.
We're not just participating in the market evolution from VoC 1.0 to 2.0. We're leading it.
When financial services leaders reduce customer effort by 23%, when travel companies discover each NPS point drives $307K in business impact, when universities predict student dropout with 95% accuracy, that's the Kapiche difference. We turn customer conversations into competitive advantage.
Join the evolution
Join the evolution
Join the evolution
We started with a simple belief: technology should help businesses understand and empathize with people at scale. Today, we're pioneering the most significant evolution in customer intelligence since the survey was invented.
Your customers are telling you exactly what will make them stay or leave across every interaction. Whether you're driving customer experience strategy or optimizing support operations, Kapiche reveals everything they're saying.
The question isn't whether complete customer intelligence is the future. It's whether you'll be among the leaders building competitive advantage with it today, or continue making strategic decisions with only 5% of customer reality while others see 100%.
We started with a simple belief: technology should help businesses understand and empathize with people at scale. Today, we're pioneering the most significant evolution in customer intelligence since the survey was invented.
Your customers are telling you exactly what will make them stay or leave across every interaction. Whether you're driving customer experience strategy or optimizing support operations, Kapiche reveals everything they're saying.
The question isn't whether complete customer intelligence is the future. It's whether you'll be among the leaders building competitive advantage with it today, or continue making strategic decisions with only 5% of customer reality while others see 100%.
We started with a simple belief: technology should help businesses understand and empathize with people at scale. Today, we're pioneering the most significant evolution in customer intelligence since the survey was invented.
Your customers are telling you exactly what will make them stay or leave across every interaction. Whether you're driving customer experience strategy or optimizing support operations, Kapiche reveals everything they're saying.
The question isn't whether complete customer intelligence is the future. It's whether you'll be among the leaders building competitive advantage with it today, or continue making strategic decisions with only 5% of customer reality while others see 100%.
Customer Support &
CX leaders Love Kapiche
Customer Support
& CX Leaders Love Kapiche
Customer Support
& CX Leaders Love Kapiche
Trusted by Support Leaders Worldwide | G2 High Performer | SOC 2 Certified | Enterprise-Ready Security
Trusted by Support Leaders Worldwide | G2 High Performer | SOC 2 Certified | Enterprise-Ready Security
Trusted by Support Leaders Worldwide
| G2 High Performer | SOC 2 Certified | Enterprise-Ready Security
See every customer signal
across every customer conversation
Get a personalized demo of how conversation intelligence transforms your CX and support operations.
See every customer signal
across every customer conversation
Get a personalized demo of how conversation intelligence transforms your CX and support operations
See every customer signal
across every customer conversation
Get a personalized demo of how conversation intelligence transforms your CX and support operations
Trusted by top-tier
teams worldwide
Taking CX from 'feel-good fluff'
to hard science and measurable ROI
Trusted by top-tier teams worldwide
Taking CX from 'feel-good fluff'
to hard science and measurable ROI
The conversation intelligence platform that analyzes every customer interaction to predict churn, improve operations, and prove ROI.
The conversation intelligence platform that analyzes every customer interaction to predict churn, improve operations, and prove ROI.
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Copyright © 2025 Kapiche | All Rights Reserved | Terms and Conditions | Privacy Policy