Traditional Voice of Customer programs capture 3-5% of customer reality through surveys, leaving organizations making million-dollar decisions based on guesswork. Meanwhile, customers share exactly what will make them stay or leave through thousands of daily support calls, emails, chats, and reviews – conversations that contain the real answers but remain unstructured and unanalyzed. Kapiche, a conversation intelligence platform, pioneers the evolution to VoC 2.0 by transforming every customer conversation into actionable business intelligence.

Additional AI enrichments such as CSAT scoring, call-transcript quality analysis, and emotion-aware product feedback further extend the value of Vertex AI.

Kapiche's AI enrichment layer transforms every conversation into structured intelligence, automatically detecting churn risk, product pain points, and emotional signals across 100% of customer interactions, all supported by Vertex AI. This normalization engine represents the evolution from partial survey insights to complete conversation intelligence that enables real-time prediction and intervention.

Churn Risk Prediction drives direct ROI by initiating proactive retention. The feature leverages Gemini models to extract nuanced predictive signals. It connects customer emotions (such as “Frustrated” or “Confused”) directly to specific product pain points (such as “Billing Error”). This structured data then feeds Kapiche's predictive model, accurately flagging high-risk accounts to enable enterprises to intervene before cancellation and secure revenue.

Kapiche's AI Themes automatically builds a robust, non-biased theme framework for every dataset, cutting analysis time from weeks to seconds while eliminating the manual bias of subjectively defined categories. Customers such as Michaels and ANZ can now analyze large feedback volumes immediately, identify emerging issues before they escalate, and share insights that drive revenue, decrease cost to serve, and improve satisfaction, all without spending weeks building theme taxonomies that miss what customers are actually saying.

The team ensures these features deliver consistent, reliable results by establishing a robust LLMOps pipeline, complete with prompt engineering and continuous monitoring. This commitment to rigor extends to team culture, where AI is viewed as an augmentation tool, leading to broader adoption of tooling supported by Gemini models by non-engineering staff, thus democratizing productivity across the organization. Kapiche supports adoption through “Golden Paths” that guide teams toward best-practice AI usage across workflows.

The speed and reliability of Kapiche’s AI transformation are rooted in its established, cloud-native Google Cloud foundation. The core ML platform runs on a multi-region Google Kubernetes Engine (GKE) architecture, providing a balance of flexibility and managed infrastructure. Critically, it allows the data scientists to deploy containerized ML models with consistent environments, ensuring reliable NLP pipelines run with low latency close to global data sources.

SCC provides continuous asset discovery and vulnerability scanning across GKE clusters, Cloud SQL, and Compute Engine workloads. The team integrates SCC with critical network controls such as VPC Service Controls and Cloud DNS, as well as third-party tools such as Vanta and Wiz, to establish a comprehensive, automated security posture. This robust defense has been instrumental in achieving zero security incidents since implementation.

Furthermore, SCC’s automated compliance monitoring streamlined governance and cut audit preparation time significantly. This integrated stack continuously collects evidence, ensuring easy demonstration of strict SOC 2 and HIPAA compliance, offering Kapiche clients – especially those in highly regulated sectors such as banking and insurance – complete peace of mind.

Moving forward, Kapiche will deepen its competitive advantage by expanding its AI capacity using Vertex AI and the Gemini family of models. This means deploying additional regional clusters, migrating to high-performance instances for enhanced scalability, and integrating native security features for a growing customer base. Kapiche is set to navigate the evolving AI landscape by staying ahead of the infrastructure curve, focusing on delivering the next generation of customer experience.