What is Capacity?

Capacity is an AI-powered support automation platform that revolutionizes how organizations handle their support ticket system. Rather than relying on manual ticket triage and disparate knowledge silos, Capacity connects your entire tech stack—CRMs, helpdesks, collaboration tools—and uses machine learning to answer questions, automate repetitive tasks, and route issues to the right experts. By unifying data and processes, it eliminates bottlenecks, cuts resolution times, and elevates both customer and employee satisfaction. Ready to see it in action? Get Started with Capacity Today.

Capacity Overview

Founded with a mission to eliminate support friction, Capacity has rapidly grown from a small AI research team into a market-leading automation platform. Early adopters included high-growth tech firms struggling with exponential ticket volume; they reported resolution times dropping by up to 60%. Today, Capacity serves mid-market to enterprise clients across industries—finance, healthcare, retail—and has received multiple awards for innovation in conversational AI.

The core philosophy is simple: empower teams to focus on strategic work by automating the repetitive. Whether it’s generating canned responses, performing data lookups, or orchestrating multi-step workflows, Capacity centralizes knowledge and automates actions, turning your traditional support ticket system into an intelligent, self-improving engine.

Pros and Cons

Pros:

• AI-Driven Responses: Automate up to 90% of common inquiries across chat, email, SMS, and voice.
• Unified Knowledge Base: Consolidate FAQs, documentation, and ticket histories into one searchable system.
• Seamless Integrations: Connect instantly with 250+ tools, including Salesforce, Zendesk, Slack, and Microsoft Teams.
• No-Code Workflows: Build complex escalation paths and follow-up campaigns without developers.
• Real-Time Agent Assist: Provide suggestions and coaching during live interactions, boosting first-contact resolution.
• Enterprise Security: Full encryption, role-based access, and compliance certifications ensure data protection.

Cons:

• Initial setup requires input from multiple teams to populate the knowledge base.
• Smaller businesses may find custom pricing less transparent without requesting a quote.

Features

Capacity’s modular feature set is designed to address every aspect of your support ticket system. Below are the key components that work together to deliver end-to-end automation:

Intelligent Virtual Agents

Virtual Agents powered by natural language understanding handle inquiries across voice, web chat, email, SMS, and social media. They allow you to:

• Automate up to 90% of routine customer questions.
• Maintain consistent brand voice and accurate information.
• Scale support hours without additional headcount.

Agent Assist & Live Support

For complex tickets, Capacity empowers live agents with AI-driven suggestions, real-time knowledge retrieval, and step-by-step guidance. Benefits include:

• Faster onboarding of new agents via embedded training content.
• Reduced average handle time through instant answer lookup.
• Increased agent confidence and customer satisfaction.

Campaigns & Workflows

Automate follow-ups, escalations, and multi-step processes with visual workflow builders—no coding required. You can:

• Trigger email or SMS campaigns after a ticket is resolved.
• Create auto-escalation if SLAs are in danger of breach.
• Integrate with external systems to update CRMs or notify stakeholders.

Conversational AI

Capacity’s conversational engine understands user intent and adapts in real time. Key advantages:

• Natural dialog that feels human-like.
• Context-aware follow-ups for multi-turn conversations.
• Continuous learning from new interactions.

Analytics & Insights

Track performance across every channel with advanced dashboards. You’ll uncover:

• Top support topics and emerging issues.
• Agent performance metrics and training gaps.
• Workflow bottlenecks and optimization opportunities.

Capacity Pricing

Capacity offers custom pricing tailored to your organization’s size, industry, and support volume. Below is a high-level view of the typical plans:

Standard Plan

Ideal for growing businesses needing AI automation for a single channel.

• Automate up to 20% of inquiries.
• Basic analytics dashboard.
• Standard support and onboarding.

Professional Plan

Best for mid-market teams that require multi-channel automation and live agent assist.

• Automate up to 60% of inquiries.
• Multi-channel virtual agents.
• Advanced analytics and goal tracking.

Enterprise Plan

Designed for large organizations with complex workflows and security requirements.

• Custom automation targets (up to 90%).
• Dedicated customer success and 24/7 support.
• On-premises or private cloud deployment options.

Capacity Is Best For

Regardless of your industry or company size, Capacity scales to meet the needs of various teams. Key audiences include:

Customer Support Teams

Support teams can reduce ticket backlog, improve SLA compliance, and raise NPS through faster, more accurate answers.

IT Service Desks

IT departments benefit from automated password resets, system status lookups, and ticket routing—freeing engineers to focus on projects.

HR and Employee Services

Automate routine HR inquiries—benefits questions, policy lookups, leave requests—so HR pros can concentrate on strategic initiatives.

Benefits of Using Capacity

• Faster Resolution Times: Cut average ticket handling time by up to 50%.
• Lower Operational Costs: Scale support without proportional headcount growth.
• Improved Satisfaction: Deliver consistent, accurate answers 24/7.
• Data-Driven Optimization: Use analytics to refine processes and content.
• Seamless Integration: Leverage existing tools—no rip-and-replace required.

Looking to supercharge your support operations? Get Started with Capacity Today and transform your support ticket system into a competitive advantage.

Customer Support

Capacity’s in-house implementation team ensures a smooth onboarding experience, from knowledge base migration to custom workflow setup. Their responsive support staff is available via email, live chat, and phone to address any questions or adjustments during deployment.

After launch, ongoing success reviews and quarterly business reviews help you track ROI, optimize configurations, and expand automation into new use cases.

External Reviews and Ratings

Users consistently praise Capacity for its intuitive interface and strong ROI. Common positive themes include the speed of implementation, reduction in ticket volume, and seamless integrations. On review platforms, Capacity scores high for ease of use and customer support.

Some users note a learning curve when designing complex workflows; however, Capacity’s expert services team mitigates this with guided best practices and template libraries.

Educational Resources and Community

Capacity offers a wealth of learning materials, including an online knowledge base, step-by-step tutorials, webinars led by AI experts, and an active user forum. Community-driven events and hackathons encourage creative uses of the platform and foster peer-to-peer support.

Conclusion

Modern customer expectations demand fast, accurate, and consistent support. By automating routine tasks, unifying knowledge, and empowering agents, Capacity transforms your support ticket system into a strategic driver of satisfaction and growth. Experience the difference yourself—Get Started with Capacity Today.