Kapiche

Kapiche is a customer intelligence and feedback analytics platform that ingests and analyzes customer conversations from across an organization's existing channels — surveys (NPS, CSAT, CES), support calls, live chat, email, SMS, social media, app and Google reviews, community forums, support tickets, chatbot transcripts and voice recordings. Its stated aim is to let teams analyze all customer interactions rather than the small share (described by the company as roughly 3–5%) captured by survey responses.

The platform is structured around a connect–analyze–act–grow workflow. Integrations pull conversations from existing customer experience and support tooling in real time; an intelligence engine normalizes and enriches the text into structured fields such as reason for contact, satisfaction and eCSAT so results are comparable across channels; and outputs are delivered in formats aimed at specific audiences, including product feedback for product teams, QA reporting for support teams and summary reporting for executives. Named product features include Agent QA, AI Enrichments, AI Themes and Ask Kapiche. Marketed use cases include predicting churn from conversation patterns, automating quality assurance across interactions instead of manual sampling, identifying root causes of support volume, and connecting CX programs to retention and cost metrics.

Earlier descriptions of the company framed it as an AI-powered platform helping companies draw insights from customer feedback data, combining unstructured opinion data with the structured data businesses already hold (such as tenure, spend and likelihood to recommend) to produce actionable insight. The company did not, and does not, handle feedback collection itself.

Founding story

Kapiche was founded in 2017 by engineers Ryan Stuart and Kris Rogers, who had attended high school and university together and later worked together as engineers. They identified a gap around analyzing unstructured customer opinion data — noting that most business decisions rely on structured data while over 70% of the world's data is unstructured — and began developing algorithms independently, building several early MVPs that missed the mark because they were built without customer input.

Business model

Kapiche sells a B2B SaaS platform to enterprise customer-facing teams, with published pricing tiers and a demo/consultative sales motion. The product is positioned as an intelligence layer that sits on top of a customer's existing survey, support, communication, social/review and voice tools rather than replacing them or collecting feedback itself.

Subscription software sold to businesses, with pricing published on the company website; revenue figures have not been disclosed publicly.

Traction

The company reported growing from zero to meaningful revenue quickly after its 2017 launch without disclosing figures, and grew from five to 11 employees after its 2019 raise. Current site materials cite customer outcomes including a financial services organization that identified 60% of refinancing confusion occurring at one step and achieved a 23% reduction in customer effort across channels, plus G2 High Performer status and a claim of being the top feedback analytics platform in Australia.

Latest developments

Current site materials describe an expanded conversation intelligence positioning with AI-driven features (AI Enrichments, AI Themes, Agent QA, Ask Kapiche), claims of 89% accuracy in predicting escalations, SOC 2 certification and G2 High Performer recognition, and active hiring for the team.