Capacity: Unified CX Automation Platform with AI Agents
Capacity is a comprehensive AI-powered customer support platform designed to automate, assist, and improve every customer interaction. Trusted by over 20,000 organizations and used by 1.5M+ users, it has automated over 36.3 billion interactions. The platform leverages agentic AI to reduce support costs, boost revenue, and deliver consistent, cost-effective outcomes at scale.
Key Features
- AI Agents: Context-aware AI agents that resolve inquiries across voice, chat, SMS, email, and web, personalizing and streamlining customer interactions.
- Agent Assist: Real-time guidance for human agents with automatic customer context, sentiment analysis, conversation guidance, and next-step recommendations.
- Analyze & Improve: Conversation intelligence that automatically scores interactions and improves CSAT over time by learning from every conversation.
- Outbound Campaigns: Proactive engagement via automated SMS and voice outreach to drive conversions and reduce no-shows.
- Builder Agents: AI that helps create and deploy new AI agents, workflows, and automations without manual coding.
- Continuous Optimization: AI agents that continuously refine support strategy and back-end workflows based on interaction analysis.
- AI Knowledge Orchestration: Train once and use consistent knowledge across all agents and workflows.
- Integrations: Works across the existing tech stack to automate tasks across systems.
Target Audience
Capacity is built for customer support teams, contact centers, and enterprises across industries including retail & eCommerce, financial services, healthcare, and hospitality. For hotels, Capacity can automate guest inquiries (reservations, check-in/out, concierge requests), provide 24/7 support across channels, assist human agents with real-time context, and engage guests proactively via SMS or voice—reducing operational costs and improving guest satisfaction.
Industries Served
- Retail & eCommerce: Automate 90% of inquiries, optimize loyalty programs.
- Financial Services: 24/7 smart banking support, reduce costs.
- Contact Centers: Zero hold times, automated resolutions.
- Healthcare: HIPAA-compliant virtual agents for scheduling, billing, and patient inquiries.
