Searching for the ultimate guide to robotic process automation in customer support? You’ve come to the right place. Whether you’re grappling with overwhelming ticket queues or striving to deliver faster resolutions, implementing intelligent automation can transform your support operations overnight. Meet Capacity, the AI-powered support automation platform designed to streamline every facet of your customer and employee support journey.

Your teams deserve to focus on complex, high-impact tasks rather than repetitive manual workflows. I’ve walked in your shoes—juggling rising support volume across chat, email, voice, and social channels. With Capacity’s unified knowledge base and intelligent virtual agents, you’ll see how robotic process automation drives efficiency, boosts satisfaction, and slashes costs. Ready to revolutionize your support? Get Started with Capacity Today.

What is Capacity?

Capacity is an AI-powered support automation platform that connects your entire tech stack to answer questions and automate repetitive support tasks. Built on advanced conversational AI, Capacity empowers businesses to deliver consistent, accurate, and lightning-fast responses across voice, web, email, social, SMS, and in-app chat.

At its core, Capacity leverages robotic process automation to:

• Consolidate knowledge from all sources into a single intelligent system;
• Automate up to 90% of inbound customer inquiries;
• Provide real-time agent assist and live support suggestions;
• Trigger no-code campaigns and workflows for seamless follow-ups;
• Deliver robust analytics and insights to optimize support continuously.

Capacity Overview

Founded with the mission to eliminate support bottlenecks, Capacity has grown into a trusted platform serving enterprises and SMBs worldwide. From its early days focusing on knowledge management, the company has expanded into full-spectrum AI support automation.

Key milestones include:

• Integration with over 250 CRMs, helpdesks, and collaboration tools;
• Recognition as a leader in conversational AI solutions;
• Deployment across industries such as finance, healthcare, e-commerce, and telecom;
• Continuous in-house support and implementation for rapid onboarding and adoption.

Pros and Cons

Pros:

• Omnichannel Automation: Supports voice, chat, email, SMS, social and more for comprehensive coverage.
• Unified Knowledge Base: Eliminates data silos by consolidating articles, FAQs, tickets, and internal docs.
• Scalable Virtual Agents: Automates up to 90% of inquiries, freeing agents for higher-level tasks.
• Agent Assist & Live Support: Provides real-time suggestions and coaching to minimize resolution times.
• No-Code Workflows: Easily build campaigns and escalations without developer resources.
• Analytics & Insights: Detailed reporting uncovers trends and identifies knowledge gaps.
• Robust Security: Enterprise-grade encryption, compliance certifications, and role-based access.

Cons:

• Implementation may require dedicated planning for complex integrations.
• Advanced customization options can have a learning curve for non-technical users.

Features

Capacity’s feature-rich platform is designed to deliver seamless automation and empower teams across the support lifecycle.

Intelligent Virtual Agents

Deploy conversational AI bots that handle inquiries autonomously across every channel. These virtual agents:

• Understand natural language intent and context;
• Provide on-brand, human-like responses;
• Seamlessly hand off to live agents when needed.

Agent Assist & Live Support

Equip your agents with real-time coaching and knowledge suggestions to boost productivity:

• Instant access to relevant articles and tickets;
• AI-powered suggestions for next-best actions;
• Live monitoring and performance feedback.

Campaigns & Workflows

Create trigger-based actions and automated follow-ups without writing a single line of code:

• Schedule proactive outreach to customers and teams;
• Automate escalation paths for urgent queries;
• Integrate with third-party tools to execute custom tasks.

Analytics & Insights

Track and optimize every interaction with detailed dashboards:

• Volume and resolution time metrics across channels;
• Trends in customer sentiment and issue categories;
• Agent performance and knowledge base effectiveness.

Capacity Pricing

Capacity offers custom pricing tailored to your support volume and feature requirements. Whether you’re a fast-growing startup or a global enterprise, there’s a plan designed to fit your needs.

Essential Plan

Ideal for small teams experimenting with automation:

• Basic virtual agent capabilities;
• Core ticket deflection and knowledge management;
• Email and chat integration.

Professional Plan

Best for mid-sized businesses seeking omnichannel coverage:

• Advanced AI and NLP features;
• Campaigns & workflows;
• Agent assist with live coaching.

Enterprise Plan

Designed for large organizations with complex support ecosystems:

• Unlimited channels and queries;
• Premium integrations and API access;
• Dedicated support and onboarding services.

Capacity Is Best For

Whether you’re in a high-growth startup or a global enterprise, Capacity adapts to your specific support needs.

Customer Support Teams

Reduce ticket backlog and boost CSAT by automating FAQs and common issue resolutions.

IT & HR Departments

Streamline internal help desk requests and employee onboarding tasks with self-service automation.

Sales & Marketing Teams

Deliver instant product information and campaign updates via AI chatbots without tying up reps.

Operations Managers

Ensure consistent, compliant responses across all customer-facing channels while capturing actionable insights.

Benefits of Using Capacity

• Higher Efficiency: Automate repetitive tasks and free up agents for complex issues.
• Faster Resolution Times: Instant responses through virtual agents and agent assist.
• Cost Reduction: Lower support staffing needs and reduce ticket escalations.
• Improved Satisfaction: Provide consistent, 24/7 support across channels.
• Data-Driven Decisions: Leverage analytics to refine processes and knowledge assets.
• Scalable Growth: Handle surges in support volume without adding headcount.

Customer Support

Capacity’s in-house experts guide you through every step—from initial setup to complex integrations. Implementation timelines are tailored to your environment, ensuring a smooth transition.

Ongoing support includes dedicated account managers, 24/7 technical assistance, and regular best-practice reviews to keep your automation engine performing at peak efficiency.

External Reviews and Ratings

Industry analysts and users consistently praise Capacity for its intuitive interface, robust AI capabilities, and seamless integrations. Common positive feedback highlights reduced ticket volumes and accelerated resolution speeds.

Some reviews note a learning curve for advanced workflow customization. Capacity addresses this with comprehensive training resources and expert consultancy to help teams maximize ROI.

Educational Resources and Community

Capacity’s learning hub includes a wealth of resources:

• Official blog with best practices and case studies;
• On-demand webinars and live workshops;
• Interactive tutorials and certification programs;
• Active user forums and community channels for peer support.

Conclusion

Incorporating robotic process automation into your support stack is no longer optional—it’s essential for meeting rising customer expectations. By unifying knowledge, automating routine tasks, and empowering agents with AI-driven insights, Capacity enables you to deliver faster, smarter, and more cost-effective support. Ready to see the difference? Explore how intelligent automation can transform your operations by visiting Capacity today.

Get Started with Capacity Today