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What Is Capacity?

Capacity is an AI-powered support automation platform designed to connect your entire tech stack, answer questions, and automate repetitive support tasks seamlessly. Whether you’re managing inbound customer inquiries or equipping internal teams with instant answers, Capacity centralizes knowledge from CRMs, helpdesks, collaboration tools, and more into one unified system. In short, it’s the AI companion that empowers both customer-facing and internal support teams to resolve issues faster, reduce manual workload, and deliver consistently outstanding experiences.

By leveraging natural language processing and intelligent routing, Capacity handles up to 90% of routine queries across voice, web, email, social, SMS, and in-app chat. This not only accelerates resolution times but also frees up your experts to tackle the complex challenges that truly move the needle. From small startups to large enterprises, Capacity scales to fit diverse needs, ensuring you never overspend on capabilities you don’t use.

Features

Capacity’s feature set is broad and deep, addressing every facet of modern support. Below is an in-depth look at each core capability, how it works, and practical examples of how teams can benefit.

AI Support Automation

Automate repetitive support tasks and scale your response capacity without hiring extra staff. Capacity’s AI understands intent, context, and company-specific terminology to deliver accurate answers.

• Instant Q&A: Customers and employees get answers to FAQs in seconds.
• Ticket triage: Automatically categorize and route incoming requests to the right team.
• Task automation: Trigger actions like password resets or order updates without manual intervention.

Unified Knowledge Base

Unlike fragmented documentation libraries, Capacity unifies all your knowledge into one smart system. Import articles, product manuals, policy documents, and training materials to ensure consistent information across every channel.

• Smart indexing: Content is automatically tagged, categorized, and made searchable through natural language queries.
• Dynamic updates: Push live updates across all channels when a policy or procedure changes.
• Version control: Track revisions to ensure your team is always working from the most recent information.

Integrations with 250+ Tools

Capacity plugs into over 250 CRMs, helpdesks, collaboration platforms, and custom APIs. Whether you use Salesforce, Zendesk, Jira, Slack, or a bespoke internal system, integration is swift and seamless.

• Pre-built connectors: Out-of-the-box integrations mean you’re up and running in hours, not weeks.
• Flexible APIs: Customize data flows and build unique automations tailored to your workflow.
• Bi-directional sync: Ensure data consistency by syncing updates across all connected apps in real time.

Intelligent Virtual Agents

Deploy chatbots and voice bots that engage users in natural, human-like conversations. Capacity’s AI adapts to user intent, handles multi-step workflows, and escalates to live agents when necessary.

• Omnichannel support: Bots can live on your website, mobile app, social media channels, and phone systems.
• Workflow triggers: Automatically gather relevant information (e.g., order number, account details) before routing to a live agent.
• Conversational memory: Bots remember context throughout the interaction, eliminating repetitive questions.

Agent Assist & Live Support

Empower your human agents with real-time AI suggestions, canned responses, and access to the unified knowledge base right within their existing helpdesk interface.

• Real-time coaching: AI proposes the next best action or response based on conversation context.
• Knowledge in one click: Agents retrieve the right article or snippet without leaving the ticket or chat window.
• Performance analytics: Track average handle time, resolution rate, and agent satisfaction to identify top performers and areas for improvement.

Campaigns & Workflows

Create sophisticated, no-code workflows that automate follow-ups, escalations, and multi-step processes triggered by specific events or conditions.

• Event-based triggers: Send a drip email sequence after a support ticket closes or schedule a routine check-in for VIP customers.
• Conditional logic: Branch workflows based on user responses, account status, or ticket severity.
• Action library: Pre-built actions for sending notifications, updating CRM records, generating reports, and more.

Conversational AI

Deliver on-brand, interactive conversations at scale. Capacity’s conversational AI blends natural language understanding with dynamic response generation to keep interactions fluid and personalized.

• Intent recognition: Understand user queries even when phrased in novel ways or with typos.
• Context retention: Maintain dialogue state across sessions for a seamless user experience.
• Personalization: Use customer data to tailor greetings, suggestions, and escalation paths.

Analytics & Insights

Track performance metrics and gain actionable insights into every support interaction across all channels.

• Dashboard views: Visualize key stats like ticket volume, resolution time, and customer satisfaction scores in real time.
• Trend analysis: Identify recurring issues, knowledge gaps, or seasonal spikes in demand.
• Custom reports: Export data for deeper analysis or share with stakeholders to demonstrate ROI.

Enterprise-Grade Security

Protect sensitive customer and company data with robust security measures that meet or exceed industry standards.

• Full encryption: Data encrypted both in transit (TLS) and at rest (AES-256).
• Role-based access: Granular permissions ensure users see only what they need.
• Compliance certifications: SOC 2, GDPR, HIPAA (upon request) and continuous threat monitoring keep you audit-ready.

Pricing

Capacity offers flexible pricing tiers designed to suit teams of all sizes and maturity levels. Here’s a closer look at what each plan includes:

• Starter Plan – $49/user/month
  • Up to 10 agents
  • Unlimited AI-powered Q&A sessions
  • Basic integrations (Slack, Microsoft Teams, email)
  • Email support and community forum access
• Professional Plan – $99/user/month
  • Everything in Starter, plus:
  • Advanced integrations (Salesforce, Zendesk, Jira)
  • Intelligent Virtual Agents (voice and chatbots)
  • Campaigns & Workflows automation
  • Phone and live chat support with 24-hour SLA
• Enterprise Plan – Custom Pricing
  • Unlimited agents and sessions
  • Dedicated account manager and onboarding specialist
  • Custom integrations & API access
  • Enhanced security (HIPAA compliance) and uptime SLA
  • On-site training and quarterly business reviews

Benefits to the User (Value for Money)

Investing in Capacity is more than just buying software—it’s unlocking tangible benefits that translate directly into cost savings, improved morale, and stronger customer loyalty:

• Significant Cost Reduction
  Automating routine inquiries can reduce support headcount requirements by up to 50%, freeing budget for strategic initiatives.
• Faster Resolution Times
  With AI-driven triage and instant access to knowledge, average resolution times shrink by 30–40%, boosting customer satisfaction.
• Scalable Support
  Whether you have 100 or 10,000 monthly tickets, Capacity scales without incremental staffing costs—perfect for seasonal peaks or rapid growth.
• Consistent Brand Experience
  Uniform, accurate responses across channels ensure every customer interaction reflects your brand voice and policies.
• Employee Empowerment
  Agents spend less time searching for answers and more time on high-value tasks, increasing job satisfaction and retention.
• Seamless Integration
  Connect to 250+ tools with minimal setup, so you realize value faster and avoid the hidden costs of middleware or custom development.
• ROI Visibility
  Detailed analytics and customizable reports let you quantify the impact on ticket deflection, handle time reduction, and support cost per ticket. Check out the full plans on the official Capacity page.

Customer Support

Capacity’s customer support team is renowned for its responsiveness and expertise. Whether you’re troubleshooting a technical issue or refining your automation workflows, you’ll get prompt, personalized assistance through multiple channels. Email support is available for all plans, with guaranteed response times of four hours or less on the Professional tier and two hours on Enterprise. Live chat and phone support are also offered for faster resolution, helping you keep your operations running smoothly around the clock.

Onboarding is handled by in-house implementation specialists who work side-by-side with your team—remotely or on-site—to ensure a seamless setup. From configuring integrations to training your agents and creating custom workflows, Capacity’s experts guide you through every step. Post-launch, regular check-ins and quarterly business reviews help optimize performance and identify new opportunities to expand your AI support strategy.

External Reviews and Ratings

On leading review platforms, Capacity consistently earns high marks for usability, feature depth, and customer service. G2 users rate it at 4.6 out of 5 stars, praising how quickly the AI learns company-specific terminology and reduces manual ticket handling. Capterra reviewers highlight the ease of setup, intuitive interface, and powerful workflow automation as standout strengths.

Some users note a learning curve when crafting complex workflows or fine-tuning intent recognition. A handful mention occasional integration hiccups with niche legacy systems. However, Capacity’s product team actively monitors feedback and releases frequent updates—several recent releases have specifically improved workflow building and expanded API documentation to address these concerns.

Educational Resources and Community

Capacity offers a wealth of learning materials and community touchpoints to help you get the most out of the platform. The official blog publishes weekly posts on best practices, AI trends, and case studies from leading brands. Video tutorials and step-by-step guides live in the resource center, covering topics like setting up your first virtual agent or designing automated escalation paths.

For peer-to-peer support, the Capacity Community Forum is an active space where administrators, developers, and support managers share tips, ask questions, and showcase creative automations. Regular webinars and user group meetings—both virtual and in key metropolitan areas—provide opportunities to learn from experts and network with other Capacity fans. Documentation is comprehensive and searchable, ensuring you have all the technical details at your fingertips whenever you need them.

Conclusion

In today’s fast-paced environment, delivering exceptional support while controlling costs is non-negotiable. Capacity’s AI-powered automation platform unifies knowledge, streamlines workflows, and empowers teams to focus on high-impact work rather than repetitive tickets. With a flexible pricing structure, enterprise-grade security, and a robust ecosystem of integrations, it’s a solution that grows with you.

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