Searching for the ultimate guide to rpa automation? You’ve arrived at the perfect resource. In this comprehensive exploration, you’ll discover what RPA can do for your support teams and how it drives efficiency, consistency, and growth. From automating repetitive tasks to delivering personalized customer experiences, modern solutions are changing the game. When you’re ready to see the impact in action, Capacity is the AI-powered platform you need to streamline support functions and unlock the full potential of your tech stack.

I know the frustration of juggling dozens of ticketing systems, chat channels, and manual workflows—your teams deserve better. With over five years in the market, prestigious clients in finance, healthcare, and e-commerce, and industry awards for innovation, Capacity has proven itself as a leader in AI-driven support automation. Ready to transform your operations? Get Started with Capacity Today and join hundreds of businesses who have reduced costs and elevated satisfaction.

What is Capacity?

Capacity is an AI-powered support automation platform designed to connect your entire tech stack and deliver answers, automate repetitive tasks, and streamline support for customers and internal teams. In the context of rpa automation, Capacity leverages conversational AI, unified knowledge management, and intelligent workflows to handle inquiries across voice, web, email, social, SMS, in-app chat, and more, freeing your agents to tackle high-value work.

Capacity Overview

Founded in 2018, Capacity set out with a mission to redefine how organizations manage support by unifying knowledge and harnessing AI. From its early days as a small startup in New York City, it quickly gained traction thanks to its no-code approach and deep integration capabilities.

Over the years, Capacity has achieved significant milestones, including securing Series B funding in 2021, partnering with leading CRM and helpdesk vendors, and expanding its platform to support over 250 integrations. Today, it empowers enterprises and SMBs alike to reduce resolution times by up to 60% and automate an average of 90% of routine inquiries.

Pros and Cons

Pros:

Seamless Integration: Connects with 250+ tools and platforms instantly, eliminating data silos and ensuring consistency across systems.

Unified Knowledge Base: Consolidates documentation, FAQs, and policies into a single automated repository for accurate, real-time answers.

Omnichannel Support: Delivers automation across voice, chat, email, SMS, and social media, meeting customers wherever they are.

AI-Driven Efficiency: Reduces resolution times and human error with natural language understanding and intent detection.

Scalable Workflows: Offers no-code campaign and workflow builders to automate escalations, follow-ups, and conditional actions.

Rigorous Security: Provides enterprise-grade encryption, role-based access, compliance certifications, and continuous monitoring.

Cons:

Initial Setup Complexity: Advanced customization may require professional services during the onboarding phase.

Learning Curve: Teams new to AI and RPA automation might need training to maximize the platform’s potential.

Features

Capacity’s robust feature set is designed to address every aspect of support automation and RPA integration. Below are its key capabilities:

AI Support Automation

Automate responses, reduce resolution times, and enhance customer and employee experiences with AI that understands intent and context.

• Natural language processing for precise query matching.
• Pre-built and customizable intents to handle thousands of question types.
• Automated ticket creation and categorization.

Intelligent Virtual Agents

Deploy bots that resolve inquiries across every channel for fast, consistent support.

• Voice-enabled assistants for phone and IVR handling.
• Chatbots for web, in-app, and social messaging.
• Seamless handoff to live agents when escalation is required.

Agent Assist & Live Support

Empower your agents with AI-powered coaching, real-time suggestions, and instant access to knowledge during live conversations.

• Automated knowledge retrieval based on conversation context.
• Real-time script and response recommendations.
• Agent performance analytics and feedback loops.

Campaigns & Workflows

Create smart, no-code workflows that handle follow-ups, escalations, and data updates automatically.

• Trigger actions based on customer behavior or ticket status.
• Conditional logic for dynamic outreach sequences.
• Integration with email, SMS, and third-party APIs.

Conversational AI

Deliver natural, on-brand conversations that adapt in real time and scale effortlessly.

• Context retention across sessions.
• Multilingual support for global audiences.
• Customizable dialogue flows and tone settings.

Analytics & Insights

Track performance, uncover trends, and optimize every interaction with detailed dashboards.

• Volume and category reports to identify common pain points.
• Agent efficiency metrics to improve staffing and training.
• Customer satisfaction analytics to guide service enhancements.

Security

Ensure your data is protected with enterprise-grade security measures.

• End-to-end encryption at rest and in transit.
• Role-based access controls (RBAC) and audit trails.
• Compliance with SOC 2, GDPR, HIPAA, and more.

Integrations

Connect seamlessly to your existing tech ecosystem with 250+ pre-built connectors and flexible APIs.

• Popular CRMs like Salesforce, HubSpot, and Zendesk.
• Collaboration tools such as Slack, Microsoft Teams, and Jira.
• Custom API endpoints for bespoke systems.

To dive deeper into each capability, visit Capacity.

Capacity Pricing

Capacity offers a range of plans to suit businesses of all sizes, from lean startups to enterprise organizations.

Starter Plan

Price: $30 per user/month
Ideal for small teams just beginning their automation journey.

• Core AI support automation features.
• Up to 5 system integrations.
• Email and chat support.

Business Plan

Price: $65 per user/month
Best for growing teams needing more advanced capabilities and scale.

• All Starter features plus advanced workflows.
• Unlimited integrations.
• Priority email, chat, and phone support.

Enterprise Plan

Custom pricing
Designed for large organizations with complex requirements.

• Dedicated account management.
• Custom SLA and compliance options.
• On-site training and 24/7 support.

Capacity Is Best For

Whether you’re a small support desk or a global enterprise, Capacity adapts to your unique needs. Here’s who benefits most:

Support Teams

Automate repetitive requests, reduce ticket backlogs, and free agents to focus on complex issues.

IT Operations

Handle internal helpdesk tickets, password resets, and common troubleshooting tasks without manual intervention.

HR and Internal Teams

Provide employees with instant access to policy information, onboarding guidance, and benefits support around the clock.

Small Businesses

Afford enterprise-grade automation without the overhead—improve service levels and scale as you grow.

Benefits of Using Capacity

By adopting Capacity, you tap into a wealth of efficiency and satisfaction gains:

• Reduced Resolution Times: Automated triage and instant answers speed up issue handling.
• Cost Savings: Minimize manual work and staffing needs with high automation rates.
• Improved Satisfaction: Consistent, accurate responses lead to happier customers and employees.
• Scalable Operations: Scale support seamlessly without proportional headcount increases.
• Data-Driven Insights: Pinpoint service gaps and prioritize improvements with analytics.
• Future-Proof Technology: Stay ahead with continuous AI enhancements and new integrations.

Customer Support

Capacity provides responsive, multi-channel support to ensure your success every step of the way. Whether you encounter a technical question or need advice on best practices, our team is ready to assist via email, chat, phone, and dedicated account portals.

Our expert in-house implementation specialists guide you through onboarding, training, and customization. With regular check-ins and health checks, we make sure you maximize ROI and keep automation running smoothly as your business evolves.

External Reviews and Ratings

Across platforms like G2 and Capterra, Capacity consistently garners high marks for ease of use, feature depth, and customer service. Users praise the intuitive campaign builder, rapid setup, and the platform’s ability to handle complex use cases without coding.

Some feedback highlights the initial learning curve and the need for professional services for bespoke integrations. However, these concerns are often offset by Capacity’s comprehensive training resources and responsive support, ensuring any challenges are swiftly addressed.

Educational Resources and Community

Capacity maintains a rich library of educational content to help users get the most out of the platform:

• Official blog with regular insights on AI, support strategy, and RPA best practices.
• Webinars and on-demand video tutorials covering setup, advanced features, and optimization tips.
• Comprehensive documentation and API guides for developers.
• Active community forums where users share workflows, tips, and custom integrations.

Conclusion

Implementing rpa automation in your support operations can be a game-changer. From cutting resolution times to delivering scalable, omnichannel support, the benefits are clear. Ready to transform your support teams and elevate customer and employee experiences? Get Started with Capacity Today.