According to an official release, Kapture, an enterprise SaaS Customer Experience (CX) automation platform, announced the launch of its in-house LLMs (Large Language Models). With this innovation, the platform plans to include contextual customer interactions and support across various channels including emails, chats and social media, among others.
“At Kapture CX, we plan to leverage the LLMs to provide industry-leading solutions in customer support and interaction. Our LLMs can be integral components in our aim to improve customer experience and business insights,” Vikas Garg, co-founder and CPO, Kapture, explained.
The augment of the Vertical LLM suite is believed to enable a robust Response Recommender System. It is designed to auto-generate contextual responses based on various factors such as communication channels, customer intent, transaction history, and customer persona, among others. This not only streamlines response generation but can also improve customer support metrics.
Furthermore, currently, 60% of Kapture CX’s enterprise clients use LLMs. In the coming quarters, Kapture CX platform projects to deploy in-house LLMs for over 90% of customers, as per insights from the release.
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