Kapture, an enterprise SaaS customer experience (CX) automation platform, announces the launch of its in-house Large Language Models (LLMs) tailored to specific industry verticals. The innovation aims to revolutionise contextual customer interactions and support across channels such as emails, chats, and social media.
As businesses focus on marketing, sales, and customer retention, creating impactful CX becomes essential for establishing a personal rapport with customers. With its own LLMs, Kapture aims to provide real-time customer support and promptly resolve queries.
Kapture’s LLMs are trained on industry-specific data, offering a competitive edge over the widely used horizontal approach in the market. The Vertical Suite of LLMs enables efficient understanding of customer intent and extraction of critical information from natural language communications, enhancing customer experience and query handling efficiency.
“At Kapture CX, we are committed to leveraging the LLMs to provide industry-leading solutions in customer support and interaction. Our LLMs are more than just models; they are integral components in our quest to redefine customer experience and business insights,” Vikas Garg, co-founder and CPO, Kapture said.
The introduction of the Vertical LLM suite has led to the implementation of a Response Recommender System. This system is designed to automatically generate responses tailored to specific contexts, incorporating factors such as communication channels, customer intent, transaction history, and customer persona. The aim is to streamline response generation and enhance customer support metrics.
For a vigorous post-interaction analysis, the comapny has employed multiple features to analyse customer conversations. This includes generating automatic quality assurance scores and tagging conversations based on issues, products, and locations. These insights provide pinpointed feedback, enhancing both business strategies and customer support effectiveness.