AI Enrichments

Compare apples with apples, across every agent and every conversation.

AI Enrichments structure and normalize every conversation into comparable data, unlocking the real-time patterns and predictive signals that surveys never could.

Raw conversations don't tell you anything. Structured intelligence does.

Every day, your customers signal what frustrates them and whether they're about to leave — across thousands of support tickets, chat transcripts, and call recordings. Without a way to structure that data consistently, 95% of the signal stays buried while decisions get made on the 3–5% who fill out surveys.

Unstructured data can't be compared or actioned

Conversations from different channels use different languages, formats, and lengths. Without a consistent methodology, you can't compare chat to calls to surveys - so you can't see the full picture.

Manual tagging is slow and inconsistent

Agent-tagged categories reflect what your team notices, not what customers are actually saying - varying by agent, team, and shift before analysis even begins.

Insights arrive too late to prevent problems

When analysis depends on manual review, you're always looking backwards. By the time a trend surfaces, customers have already churned or escalated.

AI-powered enrichment in four steps

From raw conversation to structured, actionable intelligence, automatically.

STEP 1

Connect your conversation sources

Integrates with call, chat, email, survey, and support data across Zendesk, Salesforce, Genesys, Five9, and 50+ platforms.

STEP 2

AI enriches every interaction

Kapiche automatically tags and classifies every conversation, reason for contact, sentiment, escalation risk, satisfaction signal, and more.

The same methodology applied to every source means you can finally compare support calls to surveys to chat, apples to apples.

STEP 3

Compare across every channel

STEP 4

Act on intelligence, not instinct

Structured intelligence flows to the right teams in the right format, so everyone acts with confidence.

From chaos to clarity — across every team

For Heads of Customer Support

Replace inconsistent manual tagging with AI enrichment that's accurate and automatic

Identify the real reasons customers contact support, not just the categories your team thought to create

Connect support conversation patterns directly to downstream churn and retention metrics

Customer proof point: A financial services organization reduced customer effort by 23% by identifying conversation patterns that predict escalation — enabling targeted process improvements before damage occurs.

A customer intelligence engine built for complete coverage

See how AI Enrichments deliver the structure and consistency your analysis has been missing.

Automatic classification at scale

Consistent methodology across channels

Every conversation is enriched using the same intelligence framework, regardless of source.

Enables true cross-channel comparison for the first time.

Eliminates the inconsistency that makes manual tagging unreliable.

Real-time enrichment

Custom enrichment fields

Predictive signals

Manual tagging vs AI Enrichments

The difference between incomplete data and complete customer intelligence.

Traditional Manual tagging

  • Subjective, inconsistent classification
  • Coverage limited by team capacity
  • Categories reflect team assumptions
  • Inconsistent across channels
  • Results available days or weeks later
  • Doesn't scale without more headcount

Kapiche AI Enrichments

  • Consistent, objective AI classification
  • 100% of conversations enriched automatically
  • Categories reflect actual customer language
  • Unified methodology across every source
  • Real-time enrichment as conversations happen
  • Scales automatically with conversation volume

"We went from reviewing 5 calls per agent per month to analyzing every single customer interaction. Our coaches now spend their time actually coaching instead of scoring calls. We've identified training gaps we never knew existed, and our agent performance has improved across the board."

Director of Customer Support Operations, Enterprise SaaS Company

Trusted by top-tier teams worldwide

Taking CX from 'feel-good fluff' to hard science and measurable ROI.

Enterprise-grade quality assurance you can rely on

  • Accurate & consistent
    • AI enrichment trained on millions of customer conversations, with continuous learning and improvement
  • Secure & compliant
    • SOC 2 Type II certified, with industry-specific compliance capabilities including HIPAA, PCI, and GDPR
  • Fast to deploy
    • Connect your existing conversation sources and start enriching data within days, not months

Frequently asked questions

You've got questions? We've got answers.

How is AI Enrichments different from standard AI tagging or sentiment analysis?

Can I define my own enrichment categories?

How accurate is AI enrichment compared to manual tagging?

Do I need to replace my existing tools?

How quickly will I see enriched data?

What conversation types does AI Enrichments support?

AI Enrichments works even better with these features

Agent QA

Use enriched conversation data to automatically score every agent interaction — not just the 1% your QA team has time to review.

AI Themes

Once conversations are enriched, AI Themes automatically surfaces the patterns and trends that matter — so you can see what's driving satisfaction, churn, and escalation without manual analysis.

Smart reports

Turn enriched intelligence into board-ready summaries that connect conversation data directly to business outcomes.

See every customer signal across every customer conversation

Get a personalized demo of how AI Enrichments transforms your unstructured conversation data into structured intelligence you can act on.

The customer intelligence platform that analyzes every customer interaction to predict churn, improve operations, and prove ROI.