What is Capacity?

Capacity is an AI-powered support automation platform that leverages robotic process automation to transform how teams handle inquiries, streamline workflows, and deliver faster, more consistent service. By connecting to your entire tech stack—CRMs, helpdesks, collaboration tools—Capacity creates a unified knowledge base that empowers your organization to automate repetitive tasks and answer questions across voice, web, email, social, SMS, and in-app chat channels. Ready to see it in action? Get Started with Capacity Today

Capacity Overview

Founded by a team of AI and support veterans, Capacity was born from the idea that modern support demands both intelligence and automation. What started as a project to help internal IT teams resolve tickets faster quickly evolved into a full-fledged platform serving global enterprises across industries.

Over the years, Capacity has achieved several key milestones: securing major enterprise clients, expanding its integration catalogue to 250+ tools, and earning recognition for innovation in AI support automation. Guided by a mission to enable best-in-class customer and employee experiences, Capacity continues to push the boundaries of robotic process automation and conversational AI.

Pros and Cons

Pro: Automates up to 90% of routine inquiries across every channel, saving time and reducing operational costs.

Pro: Unified knowledge base eliminates silos and ensures agents and bots have instant access to the latest information.

Pro: Integrates with more than 250 CRMs, helpdesks, and collaboration platforms for seamless implementation.

Pro: Intelligent Virtual Agents deliver natural, on-brand conversations and adapt in real time to user intent.

Pro: Agent Assist & Live Support features boost agent productivity with real-time suggestions and coaching.

Pro: No-code Campaigns & Workflows let you automate escalations, follow-ups, and multi-step actions without engineering support.

Pro: Enterprise-grade security, compliance certifications, and continuous monitoring protect sensitive data.

Con: Custom pricing model may require direct consultation to estimate costs for smaller teams.

Con: Initial configuration can be complex without expert implementation, although Capacity’s in-house team handles onboarding.

Features

Capacity’s feature set is built around core pillars of automation, intelligence, and integration. Below is an in-depth look at its powerful capabilities:

Intelligent Virtual Agents for Robotic Process Automation

Capacity’s AI-driven virtual agents automate up to 90% of customer inquiries across every channel.

• Natural language understanding to detect user intent and context.
• Multi-channel support via voice, chat, email, SMS, and in-app messaging.
• Seamless handoff to human agents when complex issues arise.

Agent Assist & Live Support

Agents receive AI-powered suggestions, live coaching prompts, and instant access to the unified knowledge base during conversations.

• Real-time response recommendations to reduce average handling time.
• Contextual guidance to improve resolution accuracy.
• Automated breach detection for SLA compliance.

Campaigns & Workflows

No-code workflow builder to trigger actions, automate follow-ups, and manage escalations.

• Custom triggers based on keywords, ticket status, or customer attributes.
• Automated notifications and reminders for pending tasks.
• Integration with external systems via pre-built connectors or APIs.

Conversational AI

Deliver human-like experiences at scale with on-brand dialogues that adapt dynamically to user behavior.

• Context tracking across multi-turn conversations.
• Personalization using customer profile data.
• Fallback mechanisms to handle unexpected queries gracefully.

Analytics & Insights

Gain visibility into every interaction to identify trends, optimize processes, and measure support performance.

• Interactive dashboards for channel-level and agent-level metrics.
• Drill-down reporting on resolution times, deflection rates, and satisfaction scores.
• Customizable alerts for anomalous patterns or SLA breaches.

Security & Compliance

Enterprise-grade safeguards ensure your data remains protected at all times.

• End-to-end encryption in transit and at rest.
• Role-based access controls and audit logging.
• Compliance certifications including SOC 2, GDPR, and HIPAA.

Capacity Pricing

Capacity offers flexible, custom pricing tailored to your organization’s size, scope, and use cases. Speak with a solutions expert to design a plan that aligns with your support volume and integration requirements.

Custom Entry Plan

Ideal for small teams and pilot programs. Price available upon request.

• Core AI-powered chat support
• Basic analytics dashboard
• Standard security controls

Custom Growth Plan

Designed for mid-market companies expanding support channels. Price available upon request.

• All Entry features
• Advanced workflows and campaigns
• Priority onboarding and training

Custom Enterprise Plan

For large enterprises requiring full customization and SLA commitments. Price available upon request.

• Unlimited channels and agents
• Dedicated success manager
• Full API access and custom integrations

To explore detailed pricing and packaging, Get Started with Capacity Today

Capacity Is Best For

Whether you’re a fast-growing startup or a global enterprise, Capacity scales to meet diverse support demands. Below are some of the audiences that benefit most:

Customer Support Teams

Automate high-volume requests, reduce agent burnout, and maintain consistent service levels across every support channel.

IT Service Desks

Streamline internal ticket resolution with AI-powered troubleshooting guides and automated incident management workflows.

Human Resources Departments

Provide employees with self-service access to policies, benefits information, and onboarding resources 24/7.

Sales & Marketing Operations

Automate lead qualification, follow-ups, and campaign triggers to accelerate pipeline velocity without manual handoffs.

Benefits of Using Capacity

Investing in Capacity delivers measurable impact across every dimension of support and operations:

• Faster Resolution Times: Reduce average handle time by equipping agents with instant insights and automated responses.
• Cost Savings: Deflect routine inquiries to bots, lower headcount requirements, and minimize manual follow-up tasks.
• Enhanced Satisfaction: Provide consistent, on-brand experiences that boost customer and employee satisfaction scores.
• Increased Productivity: Automate repetitive workflows, freeing teams to focus on strategic initiatives.
• Scalability: Effortlessly support spikes in ticket volume without compromising quality.
• Data-Driven Decisions: Leverage analytics to pinpoint process bottlenecks and continuously optimize support operations.

Customer Support

Capacity’s dedicated support team works around the clock to ensure seamless implementation and ongoing success. From initial setup to advanced troubleshooting, clients benefit from expert guidance and rapid response times across email, chat, and phone channels.

Implementation specialists assist with data migration, integration configuration, and custom workflow design. Post-launch, Capacity offers regular health checks, training sessions, and an extensive knowledge base to keep your teams operating at peak efficiency.

External Reviews and Ratings

Capacity consistently earns high marks on software review platforms and industry analyst reports. Users praise its intuitive interface, robust automation capabilities, and seamless integration ecosystem. Common highlights include accelerated response times, reduced support costs, and measurable ROI within months of deployment.

Some reviewers note a learning curve during initial configuration, particularly for complex enterprise use cases. Capacity addresses this through hands-on onboarding support and a growing library of implementation best practices to shorten ramp-up time.

Educational Resources and Community

Capacity fosters a vibrant user community and offers an array of educational materials to help teams maximize value:

• Official blog featuring product updates, use case deep dives, and industry insights.
• On-demand webinars and live training sessions hosted by AI and support automation experts.
• Comprehensive documentation, tutorials, and API guides for developers and administrators.
• User forums and customer advisory boards to exchange best practices and feature requests.

Conclusion

By uniting AI-driven virtual agents, agent assist tools, no-code workflows, and enterprise-grade security, Capacity redefines what’s possible with robotic process automation in customer and employee support. Organizations that adopt Capacity see faster resolutions, lower costs, and happier stakeholders across the board. Take the next step toward transforming your support operations—Get Started with Capacity Today