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Kapture CX launches LLMs to revolutionise industry-specific customer interactions
Mumbai: Kapture, a leading enterprise SaaS customer experience (CX) automation platform has taken a leap in its advanced CX solutions by announcing the launch of its in-house LLMs (Large Language Models) tailored to specific industry verticals. With this innovation, the platform’s cutting-edge technology revolutionises contextual customer interactions and support across various channels including emails, chats, and social media.
As every business enterprise is actively strategising marketing, sales and customer retention, creating an impactful CX becomes imperative in establishing a personal rapport with customers. With the strategic move to create its own LLMs, Kapture plays an instrumental role in providing real-time customer support, reverting and resolving customer queries promptly.
Transcending beyond the one-size-fits-all approach, Kapture’s LLMs are trained on industry-specific vertical data, offering a competitive edge over the widely implemented horizontal approach in the present market landscape.
For vertical specific information extraction, Kapture built and embedded vertical suite of LLMs for unparalleled capabilities in understanding customer intent and extracting critical information from natural language communications. Subsequently, this enhances customer experience while also driving efficiency in handling customer queries.
Commenting on the idea of building in-house LLMs, Kapture co-founder & CPO Vikas Garg said, “At Kapture CX, we are committed to leveraging the LLMs to provide industry-leading solutions in customer support and interaction. Our LLMs are more than just models; they are integral components in our quest to redefine customer experience and business insights.”
Additionally, the augment of the vertical LLM suite enables a robust response recommender system. It is designed to auto-generate contextual responses based on various factors such as communication channels, customer intent, transaction history, and customer persona. This not only streamlines response generation but also significantly improves customer support metrics.
Kapture has over a decade of experience in enhancing customer experience management for large enterprises. This has further helped the company pioneer the development of LLMs specifically for profanity detection and sarcasm understanding. The model plays a critical role in detecting profanities and understanding sarcasm further augments the idea of maintaining the decorum of customer interactions and in automatic correction of responses.
“Our LLMs are adept at discerning customer intent and extracting relevant information, ensuring that every customer interaction is contextual, insightful and productive,” he added.
For a vigorous post-interaction analysis, Kapture has employed multiple features to analyse customer conversations. This includes generating automatic quality assurance scores and tagging conversations based on issues, products, and locations. These insights provide pinpointed feedback, enhancing both business strategies and customer support effectiveness.
Currently, 60 per cent of Kapture CX’s enterprise clients use LLMs. In the coming quarters. The Kapture CX platform projects to deploy in-house LLMs for over 90 per cent of customers.
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With 57 per cent single new users, Ashley Madison rebrands as discreet dating platform
Platform says majority of new members now identify as single
INDIA: Ashley Madison is shedding the “married-dating” label that defined it for two decades, repositioning itself as a platform for discreet dating in what it calls the post-social media age.
The rebrand, unveiled in India on 27 February, 2026, marks a structural shift in business model and identity. Once synonymous with married dating, the company now describes itself as the “premier destination for discreet dating” under a new tagline: Where Desire Meets Discretion.
The pivot is data-driven. Internal figures show that 57 per cent of global sign-ups between 1 January and 31 December, 2025 identified as single: a notable departure from the platform’s married core. The company argues that its community has already evolved beyond its original positioning.
“In an age where our lives have been constantly put on public display, privacy has become the new luxury,” said Ashley Madison chief strategy officer Paul Keable. He framed the platform’s offering as “ethical discretion” for singles, separated, divorced and non-monogamous users seeking private connections.
The shift also taps into wider digital fatigue. A global survey conducted by YouGov for Ashley Madison, covering 13,071 adults across Australia, Brazil, Canada, Germany, India, Italy, Mexico, Spain, Switzerland, the UK and the US, found mounting discomfort with hyper-public online lives.
Among dating app users, 30 per cent cited constant swiping and messaging as a source of fatigue, while 24 per cent pointed to pressure to curate public-facing profiles and early personal disclosure. Some 27 per cent said fears of screenshots or information being shared contributed to exhaustion; an equal share cited unwanted attention.
The retreat from oversharing appears broader. According to the survey, 46 per cent of adults actively try to keep most aspects of their life private online. Only 8 per cent feel comfortable sharing most aspects publicly, while 35 per cent say they are becoming more selective about what they disclose.
Ashley Madison is betting that this cultural recalibration towards controlled visibility can be monetised. By doubling down on privacy infrastructure and reframing itself around discretion rather than infidelity, the company is attempting to convert reputational baggage into a premium proposition.
