What is Capacity?

Founded in 2017 by David Karandish and Chris Sims in St. Louis, Capacity positions itself as a unified CX automation platform — what its homepage describes as connecting your entire tech stack to answer questions, automate repetitive support tasks and build solutions to any business challenge. It operates across customer-facing and employee-facing support, covering finance, insurance, manufacturing, software and education verticals, and is HIPAA compliant for healthcare use cases.

The company has raised over $92 million in funding and strategically acquired Call Criteria (AI-powered quality assurance) and Verbio Technologies (advanced speech recognition and biometrics), expanding from a text-based chatbot platform into a broader voice-capable support automation stack.

Core features

AI chatbot & virtual assistant

The conversational AI layer handles inbound queries through natural language processing, drawing on a centralised knowledge base to provide instant, accurate answers. It’s designed to live wherever employees or customers already work — Microsoft Teams, Slack, web chat, company intranets and Confluence — so adoption friction is low. Reviewers consistently praise how approachable it is for non-technical staff to configure and maintain.

Knowledge base & knowledge management

Capacity’s AI-enabled knowledge base stores documentation, procedures, manuals and application guides in a centralised repository, with machine learning that detects duplicate answers and sends alerts to administrators. It continuously learns from new inputs and interactions, keeping content current without purely manual intervention — a genuine differentiator for organisations with large, sprawling documentation ecosystems.

Drag-and-drop workflow builder & RPA

The no-code workflow builder lets teams design, optimise and automate workflows without developer involvement, combining conversational AI with robotic process automation to handle ticket classification, query routing, follow-up triggers and escalations automatically. Event-based automations fire across the whole support journey.

Agent copilot & real-time assist

For live interactions, the copilot console surfaces knowledge and suggestions in real time, reducing handle time and keeping agents consistent. Post-acquisition of Verbio, Capacity also brings advanced speech recognition, branded voice capabilities, sentiment analysis and biometric options to voice channels — giving the platform a more complete contact-centre story than it had previously.

Analytics & reporting

Dashboards track interaction performance, uncover knowledge gaps, identify trends and generate predictive insights. Detailed reporting lets managers monitor both AI and human agent performance in a single view.

Capacity scorecard

Overall score is the average of the eight categories above, weighted toward enterprise support-automation priorities.

Capacity pricing

Capacity does not publish pricing publicly — all plans are custom-quoted through the sales team. A free trial is available after a scheduled demo. The platform is designed primarily for mid-size to large enterprises; reviewer commentary suggests it is priced beyond what small teams can typically justify. Enterprise contracts are annual and include implementation support from Capacity’s onboarding team.

Capacity pricing is opaque. Organisations under 250 employees will likely find the cost-benefit challenging. Contact sales for an accurate quote.

Pros & cons

Who should use Capacity?

Capacity is strongest for mid-size to large organisations — finance, insurance, healthcare, education, manufacturing — that want a single platform covering both customer-facing support and internal employee service without stitching together separate vendors. The all-in-one value proposition is genuine, and the knowledge-base automation is particularly strong. It’s less suitable for small teams, businesses needing pricing transparency before a sales conversation, or enterprises that require deeply bespoke customisation beyond what the no-code builder can handle.

Frequently asked questions