Kapiche
Kapiche is an Australian SaaS company that provides an AI-powered customer conversation intelligence platform analyzing 100% of interactions across support, surveys, and reviews for enterprise CX and CS leaders. It serves regulated enterprises globally with predictive analytics and automated QA capabilities.
- Company typePrivate
- Founded2016
- HeadquartersBrisbane, Australia
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What Kapiche does
Kapiche Pty Ltd is an Australian SaaS company, founded in 2016 in Brisbane, that operates an AI-powered customer conversation intelligence platform. The platform ingests and analyzes 100% of customer conversations across support calls, chat transcripts, emails, surveys, reviews, and social media—contrasting with the industry standard 3-5% response rate from surveys. Its proprietary AI enrichment layer, branded "VoC 2.0" and launched in 2024, automatically classifies every interaction by reason for contact, sentiment, journey stage, and escalation risk, while AI Themes discovers emerging patterns without predefined categories. The platform includes modular capabilities for Customer Experience Analytics, Customer Support Analytics, Agent QA, AI Enrichments, and AI Themes, and integrates with 30+ enterprise systems including Salesforce, Zendesk, Genesys, Amazon Connect, Snowflake, and ServiceNow.
The company sells primarily through an enterprise field sales motion with a demo-first approach ("Book a Demo" CTAs throughout the website) and a tiered subscription pricing model—Bronze ($1,060/month), Silver, Gold, and Custom—with higher tiers requiring sales consultation and Custom tier involving multi-year contracts. Customer evidence spans at least 11 named enterprise logos across 10 verticals including RAC WA, PEXA, Schindler, Nextdoor, Village Roadshow, NRMA, nib, Western Sydney University, and Superfriend, with documented outcomes including 95% reduction in manual analysis time, 89% dropout prediction accuracy, and $307K revenue impact per NPS point improvement. Compliance certifications include SOC 2 Type II, CSA STAR Level 1, GDPR, CCPA, HIPAA, and PCI DSS, supporting enterprise procurement.
Kapiche is a privately-held, founder-owned company (co-founders Ryan Stuart as CEO and Kris Rogers as CPO, with Brendan Brummer as COO) that has raised approximately $3.45 million across six funding rounds from 2017 to 2022, with Main Sequence Ventures as the most prominent institutional investor. The company employs 11-50 people and distributes globally through direct enterprise sales and inside sales motions targeting CX leaders, customer success leaders, support operations, and product teams.
Kapiche firmographics
Firmographics- Name
- Kapiche
- Legal name
- Kapiche Pty Ltd
- Website
- https://kapiche.com
- Company type
- Private
- Founded year
- 2016
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Kapiche is an Australian SaaS company that provides an AI-powered customer conversation intelligence platform analyzing 100% of interactions across support, surveys, and reviews for enterprise CX and CS leaders. It serves regulated enterprises globally with predictive analytics and automated QA capabilities.
- Ownership category
- akta.pro rank
Kapiche industry classification
Industry- Product category
- Customer Experience Analytics Software
- NAICS
- Software Publishers (51321), Other Computer Related Services (541519)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Processing & Data Preparation (7374)
- akta.pro primary industry
- Dashboarding & KPI/Performance Management (HDAEAMAF)
Keywords
Where Kapiche is headquartered
LocationHeadquarters
- HQ city
- Brisbane
- HQ country
- Australia
- HQ region
- Oceania
Offices1 record
Markets served
Kapiche business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations
Revenue model
- Subscription Licensing: Tiered subscription model with Bronze, Silver, Gold, and Custom pricing tiers. Each tier includes different capacity limits (rows, fields, data sources) and seat allocations (Creator, Explorer, Viewer). Revenue is recurring on a monthly or annual billing cadence.
- Professional Services: Implementation and onboarding services likely included with enterprise tier deployments.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Monthly | Bronze tier: 50,000 rows, 10 fields, 1 data source, 2 Creator seats, 5 Explorer seats, unlimited Viewer seats, CX integration |
| Subscription | Monthly | Silver tier: 100,000 rows, 20 fields, 2 data sources, 4 Creator seats, 10 Explorer seats, AI enrichment (eNPS/eCSAT/Emotions, Reason for Contact) |
| Subscription | Monthly | Gold tier: 250,000 rows, 30 fields, 3 data sources, 6 Creator seats, 15 Explorer seats |
| Subscription | Multi-year contract | Custom tier: Enterprise-scale with unlimited data sources and custom seat allocations |
Go-to-market motion1 record
Distribution channels2 records
Marketing channels5 records
Kapiche product offering
Product offeringCore offering
Kapiche is an AI-powered customer intelligence platform that ingests and analyzes 100% of customer conversations across support calls, chats, emails, surveys, reviews, and social media, transforming unstructured feedback into structured, real-time insights for CX, customer success, support, and product teams. The platform uses LLM-based AI Enrichment, AI Themes for automatic topic discovery, and predictive analytics (Estimated CSAT, churn prediction) to deliver measurable ROI, and is sold via tiered subscriptions (Bronze, Silver, Gold, Custom) with SOC 2 Type II, HIPAA, and PCI-DSS compliance for enterprise deployment.
Product overview
Kapiche is a unified customer intelligence platform comprising a core platform and modular components. The core Kapiche Platform analyzes 100% of customer conversations across all channels, powered by specialized modules including Customer Support Analytics and Customer Experience Analytics for different team functions. Add-on capabilities include Agent QA for quality assurance, AI Enrichments for automatic conversation classification, and AI Themes for automated pattern discovery. The platform follows a tiered pricing model (Bronze, Silver, Gold, Customs) with increasing data volumes, fields, and AI enrichment capabilities at each level.
Differentiator
Problem solved
Functional benefit
Products and services
- Kapiche Platform AI-powered customer intelligence platform that analyzes 100% of customer conversations across support, surveys, reviews, social media, and every channel to transform scattered feedback into strategic customer intelligence with predictive capabilities. Sold via tiered subscriptions (Bronze, Silver, Gold, Custom) to enterprise CX, CS, support, and product teams.
- Customer Experience Analytics Turns every customer conversation into strategic intelligence for CX leaders, providing satisfaction prediction, churn prevention, and measurable CX ROI through complete conversation analysis. Targeted at enterprise Customer Experience leaders responsible for VoC programs, NPS reporting, and demonstrating CX ROI to executive stakeholders.
- Customer Support Analytics Provides AI-powered estimated CSAT scores for every conversation, enables 100% QA coverage of interactions, and helps improve agent performance through conversation intelligence. Targeted at support operations and contact center leaders seeking to reduce contact volume, automate QA, and improve agent performance at scale.
Quantifiable outcome
- 95% reduction in manual analysis time
- +6 more outcomes
Companies that use Kapiche
Customer profileNamed customers11 records
Segments4 records
Ideal customer profiles3 records
Kapiche technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration33 records
AI capability6 records
Feature6 records
Kapiche partnerships and signals
Strategic signalPartnerships
Ten partnerships are on record, tiered core.
- ZendeskcoreCX platform integration enabling Kapiche to analyze customer interactions from Zendesk support channels.
- SalesforcecoreCRM integration enabling analysis of customer feedback within Salesforce workflows.
- QualtricscoreSurvey platform integration for Kapiche to analyze Qualtrics survey responses.
- MedalliacoreEnterprise CX platform integration for analyzing Medallia customer feedback data.
- SnowflakecoreData warehouse integration enabling Kapiche to access and analyze customer data stored in Snowflake.
- HubSpotcoreCRM and marketing platform integration for customer feedback analysis within HubSpot.
- Microsoft Dynamics 365coreEnterprise CRM integration for analyzing customer feedback from Microsoft Dynamics 365.
- ServiceNowcoreEnterprise service management integration for support interaction analysis.
- GenesyscoreContact center integration for analyzing Genesys customer call and interaction data.
- Amazon ConnectcoreAWS contact center integration for analyzing Amazon Connect call data.
Scale indicators12 records
Recent moves6 records
Expansion highlights5 records
Kapiche competitors and assessment
Company assessmentBroad incumbents
- Medallia: Enterprise customer experience management platform with deep conversation analytics capabilities across voice, text, and digital channels. Directly comparable to Kapiche's core offering but operates at significantly greater scale as a multi-billion dollar incumbent; explicitly integrated with Kapiche for joint deployments.
- Qualtrics: Customer experience and survey analytics platform acquired by SAP, offering feedback collection and analysis across multiple channels. Kapiche explicitly integrates with Qualtrics survey data, indicating direct overlap in analyzing customer feedback at scale.
- Sprinklr: Unified customer experience management platform covering social, marketing, advertising, and care analytics. Broader scope than Kapiche but overlapping in conversation analytics across support and social channels, with significant enterprise scale.
- Verint: Customer engagement and contact center analytics platform with conversation analytics, quality monitoring, and workforce optimization. Comparable to Kapiche's Agent QA and contact center intelligence capabilities, particularly the Genesys/Amazon Connect integrations.
- NICE CXone: Cloud contact center platform with AI-powered analytics for customer interactions, quality assurance, and real-time guidance. Comparable to Kapiche's Customer Support Analytics and Agent QA modules, particularly in the contact center intelligence space.
Direct peers
- InMoment: Customer feedback analytics platform using AI to synthesize unstructured customer voices into actionable insights. Directly comparable to Kapiche's feedback analytics and conversation intelligence focus, with similar enterprise CX target market.
- Thematic: AI-powered customer feedback analytics platform that uses NLP to automatically discover themes and sentiment in customer feedback. Closest direct peer to Kapiche's AI Themes and AI Enrichment capabilities, serving similar mid-market and enterprise CX teams.
- Chattermill: AI-driven customer feedback analytics platform that unifies feedback from multiple channels and applies LLMs to extract themes, sentiment, and drivers. Direct competitor in the AI-powered customer intelligence category, similar in size and horizontal CX positioning.
- Lumoa: AI-powered customer experience analytics platform focused on turning unstructured feedback into actionable insights using NLP and AI. Direct competitor in the AI-driven CX analytics category with similar horizontal positioning and mid-market enterprise focus.
Emerging players
- SentiSum: AI-powered customer feedback analytics platform using NLP to automatically tag, theme, and prioritize customer conversations across support channels. Comparable to Kapiche's AI Enrichment and AI Themes capabilities, positioned as an emerging player in the AI feedback analytics space.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat4 records
Key risks5 records
Key highlights7 records
Customer concentration
Kapiche social profiles
Digital presenceKapiche compliance and trust
Trust signalCompliance6 records
Kapiche financial estimates
Financial estimateRevenue estimate
Valuation estimate
Kapiche leadership team
Management profileNumber of profiles
Profiles3 records
Kapiche funding detail
Funding detailFunding overview
Funding rounds6 records
Investors10 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Kapiche M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Kapiche
What does Kapiche do?
Kapiche is an AI-powered customer intelligence platform that ingests and analyzes 100% of customer conversations across support calls, chats, emails, surveys, reviews, and social media, transforming unstructured feedback into structured, real-time insights for CX, customer success, support, and product teams. The platform uses LLM-based AI Enrichment, AI Themes for automatic topic discovery, and predictive analytics (Estimated CSAT, churn prediction) to deliver measurable ROI, and is sold via tiered subscriptions (Bronze, Silver, Gold, Custom) with SOC 2 Type II, HIPAA, and PCI-DSS compliance for enterprise deployment.
Is Kapiche a public or private company?
Kapiche is a private company. It is classified as venture growth investor backed and is currently operating.
When was Kapiche founded?
Kapiche was founded in 2016. It employs 11 to 50 people.
Where is Kapiche based?
Kapiche is headquartered in Brisbane, Australia, in the Oceania region.
How does Kapiche make money?
Two revenue lines are on record. Subscription Licensing is the primary driver. The others are professional Services.
Who are Kapiche's main competitors?
Broad incumbents on record are Medallia, Qualtrics, Sprinklr, Verint and NICE CXone. Direct peers are InMoment, Thematic, Chattermill and Lumoa. SentiSum is listed as an emerging player.
Does Kapiche have an API?
No public API is recorded for Kapiche.
What industry is Kapiche in?
Kapiche's product category is Customer Experience Analytics Software. Its primary akta.pro industry code is HDAEAMAF, Dashboarding & KPI/Performance Management. Its NAICS code is 51321 and its SIC code is 7372.