Capacity

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About
Capacity is an AI-powered support automation platform that helps teams do their best work by automating support and business processes. It uses NLP, NLU, machine learning, and generative AI, along with RPA to automate repetitive tasks. The platform integrates with over 200 enterprise apps and offers self-service, agent assist, and campaign/workflow options. Capacity is SOC 2, HIPAA, GDPR, CCPA, and FERPA compliant and offers various pricing tiers.
Platform
Features
• natural language understanding (nlu)
• natural language processing (nlp)
• generative ai
• machine learning
• agent assist
• self-service
• campaigns and workflows
• ai-powered support automation
FAQs
What can Capacity do for my company?
Capacity uses AI to streamline support via self-service, agent assist, or campaigns and workflows.We work with 1900+ customers to automate customer and team support across Web, Email, SMS, Voice, Social Media, Slack/MS Teams, Helpdesks, and more.
What kind of AI powers Capacity?
Capacity uses several AI algorithms including our proprietary LLM, which leverages natural language processing and understanding (NLP and NLU) as well as machine learning and generative AI. We also use automation technology like robotic process automation (RPA) to automate repetitive tasks and processes.
How are companies using Capacity?
No matter the industry, no matter the use case, we’re here for one reason and one reason only: to help people do their best work. Read more in our case studies to learn how we can help.
Why shouldn’t we just build our own chatbot?
Capacity is much more than a chatbot.Rather, Capacity is a secure, AI-powered support automation platform. Whether you want to support customers and teams via self-service, empower team members with agent assist, or eliminate repetitive processes with campaigns and workflows, Capacity is here to help.Our holistic approach to support applies AI and automation to every aspect of your work.
How does Capacity understand users?
Natural language processing (NLP) and natural language understanding (NLU) are forms of artificial intelligence that analyze and understand human language.Capacity’s NLP uses 40+ industry-standard and proprietary algorithms. These algorithms can match phrases and understand spelling errors to formulate the best response.Advancements in NLU technology allow it to understand the entire context behind phrases and documents. Unlike NLP, NLU recognizes the intent behind language, and can answer questions in a more sophisticated way.While we focus more heavily on developing our NLU capabilities, some parts of our NLP technology enhance the success of our new NLU-based approach.Plus, each time Capacity receives positive or negative user feedback, our machine learning and neural networks leverage that data to continuously improve the model.
What if Capacity doesn’t know the answer to something? How does Capacity learn?
When Capacity doesn’t know the answer to a question, it intelligently requests backup from a human-in-the-loop—an expert on your team with access to the CoPilot Console. CoPilot allows you to deliver the right answer, all while teaching your knowledge base, so your AI will be ready for that question next time.
Can Capacity route to live chat?
Yes, Capacity seamlessly escalates nuanced issues from level-0 self-service to level-1 human support.LiveChat and SMS allow agents to connect instantly with users in the Concierge or directly on their phone, while our native Helpdesk empowers your team to filter, organize, and manage incoming tickets.
Do you provide analytics?
Yes, our platform comes with a built-in analytics dashboard.
What apps do you integrate with?
Capacity integrates with over 200 enterprise apps, platforms, and systems. For a complete breakdown, head over to our app center.If you don’t find the integration you’re looking for, or if you’d like Capacity to integrate with your organization’s proprietary system, check out our custom developer platform.
What internal chat systems do you support?
We want teams to use Capacity wherever they work. With this goal in mind, we integrate to every major chat system, including Slack and MS Teams. Visit our app center to find your organization’s go-to chat system.
What helpdesks do you support?
Capacity connects to every major enterprise helpdesk, including Zendesk, Freshdesk, ServiceNow, and more. Explore our app center to find your helpdesk integration.
Do you have a developer’s platform or API?
Yes, we do! With our custom developer platform, you can embed Capacity wherever you work, including your existing chat systems and your mission-critical apps or platforms.
Is Capacity secure?
Security is important to you and to us. The Capacity platform is GDPR, CCPA, HIPAA, FERPA, and GLBA compliant. We also follow SOC 2 Type 2 security frameworks.We take several steps to ensure your data is protected, including:Storing knowledge base exchanges securely in the cloudNever caching app data, and always pulling it liveHosting our platform on AWS and following AWS policies and processes to protect customer security. Learn more about AWS here.For a complete breakdown of our extensive security protocols, check out our Privacy and Security pages.
Is Capacity compliant?
Yes, Capacity maintains compliance with industry standard frameworks and regulations, including:SOC 2, Type IHIPAAGDGLBAGCCPAFERPA
How long does it take to implement Capacity?
Every use case is unique. For a simple external-facing bot, it could take a couple days—but for some more advanced implementations, it could take around a month for Capacity to be up and running.Here’s how implementation generally works:First, we’ll import your crucial files into our vector database, which will extract question-and-answer exchanges to begin populating your Knowledge Base. (It’s so easy that a simple bot can be rolled out in days!)Then, we’ll utilize your company’s API keys to connect to your org’s mission-critical apps, like Salesforce, Office 365, Gmail, etc.Next, we’ll initiate a soft rollout to key stakeholders for beta testing and machine learning reinforcement.Finally, the Capacity Customer Success team will work with you to launch a full rollout, paired with training sessions to ensure maximum success and org-wide adoption.
Job Opportunities
Cybersecurity & Compliance Specialist
AI-powered support automation platform for self-service, agent assist, and campaigns & workflows, integrating with 200+ enterprise apps.
Benefits:
Fully funded medical premiums for each full-time team member and their dependents
Profit Interest Units
Minimum PTO requirements
401K
Short Term Disability
Education Requirements:
Bachelor's degree
Experience Requirements:
2-5 years Experience in cybersecurity and regulatory compliance (SOC 2, ISO, PCI, etc.)
Other Requirements:
Superior organizational skills with the ability to prioritize tasks and manage deadlines effectively
Exceptional communication and interpersonal skills, with the ability to interact confidently with stakeholders at all levels
Ability to work independently with minimal supervision, as well as collaboratively within a team environment
Willingness to learn and develop your career in Cybersecurity
Responsibilities:
Assist in front-line cybersecurity controls maintenance and auditing
Assist in maintaining compliance with industry standard frameworks and regulations, including SOC 2 and HIPAA.
Assist in security training documentation and program management
Assist in third party vendor security research and assessments
Review and assess third party vendor contracts
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Sr Software Engineer
AI-powered support automation platform for self-service, agent assist, and campaigns & workflows, integrating with 200+ enterprise apps.
Benefits:
Fully funded medical premiums for each full-time team member and their dependents
Profit Interest Units
Minimum PTO requirements
401K
Short Term Disability
Experience Requirements:
7-10 years’ experience in software development delivering solutions into production
Other Requirements:
Strong understanding of the .NET development stack, relational databases, SQL, and ORM technologies working on the Microsoft Azure, or a similar cloud platform
Proficient in C#
Experience Building Microservices and Building out API Layers
Must have a good understanding of Object Oriented Programming concepts, have experience working on distributed platforms (Windows preferred), and have experience in a .net framework enterprise architecture environment
Working knowledge of Agile Scrum with experience adopting or managing continuous integration and continuous delivery concepts and frameworks
Experience with unit testing and other automated testing best practices
Self-motivating, self-directing, a great communicator, and a desire to take personal responsibility to complete tasks and solve problems
Must have strong interpersonal, analytical, problem solving and organizational skills
Responsibilities:
Join a team of enthusiastic and dedicated engineers in building a platform that text enables contact centers
Work in an Agile Scrum environment, focusing on sustainable development of high performance scalable, and maintainable enterprise solutions
Architect and develop code using .Net, .NET 6, C#, SQL Server, web APIs, and Azure services
Participate in design discussions around architecture and business requirements with the Senior Director of Engineering, product owner and other engineers
Maintain quality by checking work for defects prior to releasing to QA
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SVP of Marketing
AI-powered support automation platform for self-service, agent assist, and campaigns & workflows, integrating with 200+ enterprise apps.
Benefits:
Fully funded medical premiums for each full-time team member and their dependents
Profit Interest Units
Minimum PTO requirements
401K
Short Term Disability
Education Requirements:
Bachelor’s degree in Marketing, Business, Finance, or a related field. An MBA or advanced degree is a plus
Experience Requirements:
Minimum of 15 years of marketing experience, with at least 5 years in a leadership role. Experience in Contact Center and AI space is preferred
Other Requirements:
Strong strategic thinking and analytical skills
Proven ability to develop and execute successful marketing strategies and campaigns
Excellent written and verbal communication skills
Proficiency in digital marketing tools and platforms (e.g., SEO, PPC, social media, CRM)
Experience with marketing automation and analytics tools
Strong leadership and team management skills as well as communication and interpersonal skills
Ability to work collaboratively with cross-functional teams and external partners in a dynamic environment
Responsibilities:
Strategic Planning: Partner with the Executive and Business teams to develop and implement marketing strategies to promote Capacity’s products and drive lead generation, customer acquisition and retention goals
Product Marketing: Collaborate with product to develop crystal-clear, differentiated product messaging and positioning as well as corresponding marketing strategies to drive market share and revenue growth
Market Analysis: Conduct market research and competitive analysis to identify trends, opportunities, and threats. Use insights to inform marketing strategies and tactics
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