Capacity
by Capacity
AI-native customer experience platform: omnichannel AI agents, real-time agent assist and automated QA on one knowledge layer
Capacity is an AI-native customer experience (CX) automation platform for enterprise support and contact-center leaders that combines AI agents for voice, chat, SMS and email with real-time agent assist, automated quality assurance and outbound campaigns. It replaces a stack of point solutions with one shared knowledge orchestration layer, so routine inquiries are resolved automatically and human agents get live guidance.
Capacity is a St. Louis-based customer experience automation platform founded in 2017 by CEO David Karandish. It automates, assists and analyses customer interactions across voice, chat, SMS, email and web from a single platform built on a shared knowledge orchestration layer, which the company positions as a way to cut the integration work of running separate chatbot, agent-assist, QA and campaign tools. Its AI Agents use agentic and generative AI with retrieval-augmented generation to resolve routine inquiries without escalation; Agent Assist gives human agents real-time customer context, sentiment, next-step suggestions, transcription and screen recording; Auto QA and conversation intelligence score interactions and support coaching; and outbound campaigns send proactive SMS, WhatsApp and voice reminders and payment notices. The platform lists 250+ integrations including Zendesk, Salesforce, HubSpot, Microsoft Teams and Slack. Much of the suite was assembled by acquisition: KLaunch (September 2025, conversational AI for government, healthcare and nonprofits), Creovai (October 2025, real-time agent assist and automated QA) and Zurich-based Starmind (March 2026, enterprise expertise surfacing). On September 2, 2026 Capacity announced a Series E of more than $54M, led by Kathy Ireland, bringing total funding above $159M, after crossing $100M ARR on June 18, 2026 — up from $5M in 3.5 years. It reports 20,000+ customer organisations, including 20% of the Fortune 50, and ranked #432 on the 2026 Inc. 5000. It competes with Intercom, Aisera and other AI-first support platforms, differentiating on breadth across the whole contact-center workflow rather than a single chatbot.
VP of Customer Support or contact-center operations at a mid-to-large enterprise running voice plus digital channels, who wants to consolidate chatbot, agent assist and QA vendors onto one platform.
Automated resolution of routine inquiries across every channel plus 100% interaction QA and live agent guidance from one shared knowledge layer.
At a Glance
- Category
- AI Agents & Orchestration
- Pricing
- Subscription, Usage-based, Contact for pricing
- Target Market
- CIOs, VPs of Customer Support, Contact Center Operations Leaders, CX Leaders
- Deployment
- Cloud-only
- Founded
- 2017
- Headquarters
- St. Louis, USA
- Customers
- 20,000+ organisations (company-reported, September 2026)
Key Features
- ✓Omnichannel AI Agents
Agentic AI with retrieval-augmented generation resolves routine inquiries across voice, chat, SMS, email and web without escalating to a human.
- ✓Real-time Agent Assist
Surfaces customer context, sentiment and next-step suggestions to human agents mid-conversation, with transcription and screen recording.
- ✓Automated QA (Auto QA)
Scores every customer interaction automatically instead of sampling, feeding coaching and CSAT reporting for supervisors.
- ✓Conversation Intelligence
Analyses interactions for sentiment, CSAT and summaries so leaders can see trends and coach agents from real data.
- ✓Outbound Campaigns
Automates proactive SMS, WhatsApp and voice campaigns such as appointment reminders and payment notifications to reduce inbound volume.
- ✓Knowledge orchestration layer
A shared knowledge base, helpdesk and data index across 250+ integrations lets every module answer from the same source of truth.
Capabilities
Use Cases
- •Tier-1 deflection in a contact center
AI agents answer routine account, order and policy questions on chat and voice, freeing human agents for complex cases.
- •Healthcare patient communications
Providers use the HIPAA package and outbound voice and SMS for appointment reminders and patient inquiries at scale.
- •Quality assurance at full coverage
Supervisors replace manual call sampling with Auto QA that scores 100% of interactions and highlights coaching opportunities.
- •Live agent guidance for new hires
Real-time agent assist suggests answers and next steps during calls, shortening ramp time for newly onboarded support agents.
- •Collections and payment reminders
Financial services teams run proactive outbound SMS and voice campaigns to notify customers of payments due and reduce late accounts.
Ideal For
Best For
- ✓Contact centers handling 10,000+ tickets a month across voice, chat and email
- ✓Support teams that need automated QA scoring of every interaction, not sampled review
- ✓Regulated sectors such as healthcare, banking and insurance needing a HIPAA package
- ✓Organisations running proactive outbound reminders and payment notices via SMS, WhatsApp and voice
- ✓Enterprises consolidating separate chatbot, agent-assist and conversation-intelligence vendors
Not Ideal For
- ✗Startups and small teams (under ~20 agents), who will struggle to justify enterprise-only custom pricing reported at roughly $2,000-$3,000/month entry
- ✗Teams that need to go live in two weeks — independent reviewers report 4-8 week implementations
- ✗Organisations with a disorganised knowledge base, since answer accuracy depends heavily on knowledge structuring and tuning
Deployment
Market & Ratings
20,000+ organisations (company-reported, September 2026)
Market Analysis
Pros
- ✓Breadth: AI agents, agent assist, QA and campaigns in one platform reduces vendor sprawl
- ✓Capterra reviewers repeatedly praise a responsive, helpful customer support and implementation team
- ✓Answer-once knowledge management reused across teams and channels
- ✓SOC 2, HIPAA and GDPR coverage suits regulated industries
Cons
- ✗Setup and maintenance take more internal staff time than expected, especially knowledge-base structuring and integrations (Capterra, aicxstack)
- ✗AI accuracy is reported as lower in early weeks until tuned on real interaction data
- ✗Some Capterra reviewers report the bot occasionally not responding or returning an inapplicable answer
- ✗No published pricing; enterprise-only quotes make small-team evaluation hard
Pricing
Core
Contact for pricing
- ✓Knowledge base and helpdesk
- ✓AI Agent Builder
- ✓Data indexing
- ✓250+ integrations
- ✓Up to 100GB storage
- ✓Analytics
Pro
Contact for pricing
- ✓Everything in Core
- ✓Live chat and inbox
- ✓Real-time Agent Assist
- ✓Conversation intelligence and Auto QA
- ✓Developer platform
- ✓Up to 1TB storage
Enterprise
Contact for pricing
- ✓Everything in Pro
- ✓Campaigns and CRM
- ✓Advanced workflows
- ✓HIPAA package available
- ✓Up to 2TB storage
No list prices are published. Capacity charges a platform tier (Core, Pro, Enterprise) plus usage: chat and email agents per response, voice agents per minute, SMS per message, and agent assist/intelligence per hour of agent time, with volume discounts. Campaigns, CRM, advanced workflows and the HIPAA package are Enterprise-only. An independent review (aicxstack.com) estimates entry deployments at roughly $2,000-$3,000/month and larger ones at $10,000+/month.
Security & Compliance
Sources
This page was written from 6 sources, 4 on domains other than capacity.com.
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