Dependent on your subscription tier, there are a range of AI enrichments that are available in Kapiche.
These enrichments offer a range of benefits:
Obtain a customer metric across all customer datasets and touchpoints, regardless of whether the customer was surveyed or not
Compare the estimated metric across all datasets to track performance and weak points along your customer journey
Derive structured, measurable data for specific needs such as product feedback, product pain points and call drivers
Begin to measure and predict customer outcomes using enrichments such as call resolution and churn risk prediction
What AI Enrichments do Kapiche offer?
Estimated CSAT: Estimates how satisfied the customer was with their experience, based on their language and emotional tone in the interaction.
Estimated CES: Estimates how much effort the customer had to put in to resolve their issue, from effortless to extremely difficult.
Estimated NPS: Predicts how likely the customer would be to recommend your company based on the sentiment and language in their interaction.
Emotion: Identifies the emotional state(s) expressed by the customer using a framework based on Plutchik's Wheel of Emotions (e.g., Joy, Anger, Gratitude, Confusion).
Journey Segments: Identifies which stage of the customer lifecycle the interaction relates to (e.g., onboarding, renewal, support), based on your predefined journey stages.
Product Feedback: Categorizes any product-related feedback mentioned by the customer into your predefined categories.
Product Pain Points: Extracts specific product issues mentioned by the customer, such as bugs, usability problems, missing features, or performance concerns.
Reason for Contact: Extracts the specific root cause or main issue that prompted the customer to reach out.
Call Resolution: Determines whether the customer's issue appears to have been resolved based on their statements in the conversation.
Churn Risk: Classifies how likely the customer is to leave based on their stated intentions, from low risk through to high risk.
Custom enrichments: We can create a range of custom enrichments according to your specific needs and requirements.