Capacity
AI-powered support automation platform for customer and employee experience.
Executive Summary
Capacity is an AI-powered support automation platform that unifies knowledge management, helpdesk, and workflow automation. It serves both customer support and internal IT/HR teams by connecting their entire tech stack to answer questions, automate repetitive tasks, and build solutions. The platform leverages practical and generative AI to deflect tickets, emails, and phone calls, empowering over 2,500 companies to improve self-service, boost agent productivity, and streamline operations with its low-code/no-code capabilities.
Use Cases
- Contact Center Automation (Call Coaching, Call QA, Intelligent Voice Assistant)
- Customer Service Bots (Billing & Payments, Order Management)
- HR & IT Support (Benefits Administration, Employee Onboarding, Tech Support)
- Self-service for FAQs
- Automating repetitive tasks and workflows
- Agent Assist and Escalation
Features
Visibility
- Analytics Dashboard: Provides insights into frequently asked questions, knowledge gaps, and chatbot efficiency to optimize support strategies.
- Real-time Performance Tracking: Monitors response times and chatbot efficiency to ensure teams meet performance goals.
- Kanban Tracking: Offers Kanban tracking and shared views to keep teams aligned and manage workflow progress.
Intelligence
- AI-powered Virtual Agents: Automatically resolves common customer and employee inquiries 24/7 across multiple channels using conversational AI.
- Agent Assist: Equips agents with real-time coaching, call monitoring, auto QA, enterprise search, and AI response suggestions.
- Workflow Automation: Automates repetitive tasks and complex workflows with a low-code/no-code builder, integrating with existing apps and data.
- Natural Language Processing (NLP): Understands and responds to questions regardless of spelling, industry jargon, and acronyms using advanced algorithms.
Support
- Unified Knowledge Management: Centralizes knowledge from various systems, documents, apps, and databases into a single, accessible source of truth.
- Seamless Escalation: Enables instant connection to human support via live chat or help desk ticketing when AI cannot resolve an issue.
- 250+ Integrations: Connects with a wide range of CRMs, helpdesks, collaboration tools, and other business systems.
Technical Specifications
- Architecture
- Cloud-native SaaS
- Deployment
- Cloud/SaaS
- Authentication
- SSO, OAuth, Voice Biometrics
- API Available
- Yes
- MCP Server
- No
AI/ML Stack
- NLP
- Machine Learning
- LLM
- Generative AI
Integrations
- Slack
- Microsoft Teams
- Salesforce
- ServiceNow
- Workday
Security & Compliance
Certifications: SOC 2 Type II, GDPR, CCPA
Encryption: AES-256 at rest, TLS 1.3 in transit (implied by 'robust encryption' and 'secure and encrypted TLS channel')
Pricing
- Model
- Custom enterprise, Tiered subscription
- Starting Price
- Contact sales
- Target Customer
- Mid-market to Enterprise
- Contract Type
- Annual, Multi-year discounts (implied)
- Free Trial
- Yes, Custom demo (credit card required)
About Capacity
Capacity is an AI-powered support automation platform that connects an organization's entire tech stack to answer questions, automate repetitive support tasks, and build solutions to any business challenge. It uses practical and generative AI to deflect tickets, emails, and phone calls, enhancing operational efficiency and customer satisfaction. More than 20,000 companies across various industries utilize Capacity for both external customer support and internal employee enablement.