Enterprise SaaS Customer Experience (CX) automation platform, Kapture, has introduced its in-house Large Language Models (LLMs) to revolutionize customer interactions within specific industries. The platform aims to elevate customer support and engagement by incorporating LLMs across diverse channels, including emails, chats, and social media. The initiative is expected to enhance contextual understanding and provide tailored solutions for improved overall customer experience. Vikas Garg, co-founder and Chief Product Officer at Kapture, emphasized the strategic use of LLMs in their customer-centric approach.

The integration of LLMs is poised to play a pivotal role in advancing customer support solutions and deriving valuable business insights. By leveraging Vertical LLMs, Kapture aims to establish a powerful Response Recommender System capable of auto-generating contextual responses. Factors considered include communication channels, customer intent, transaction history, and customer persona. This innovative system not only streamlines response generation but is anticipated to elevate customer support metrics, offering a more efficient and personalized interaction for users. The deployment of LLMs by Kapture reflects a commitment to staying at the forefront of technological advancements in the CX domain. As the platform continues to evolve, the introduction of this language model suite is expected to significantly contribute to the platform's mission of delivering industry-specific, context-aware customer support solutions.