Capacity

Unified AI support automation for customers and employees

Capacity is a support automation platform that connects to a company’s existing knowledge base, documents, and business apps to answer questions and automate routine workflows for both customers and employees. Founded in 2017 and based in St. Louis, it predates many newer “AI agent” startups in this category and has grown from a chatbot/knowledge-base tool into a broader platform with AI agents, live agent-assist features, and workflow automation. It’s sold as a tiered SaaS subscription, making it accessible to mid-market companies as well as larger enterprises, in contrast to the enterprise-only custom pricing common among newer entrants in this space. Its main differentiator is the dual focus on customer-facing and internal employee support from a single knowledge layer, combined with broad integrations into common helpdesk and collaboration tools.

Compliance

GDPR HIPAA SOC 2

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Key Features

Unified knowledge base: Consolidates documents, databases, and third-party app content into one searchable layer that both AI agents and human agents can draw on.
AI chatbot for self-service: Automatically answers common customer and employee questions across channels, aimed at deflecting routine tickets before they’re created.
Agent assist: Surfaces relevant knowledge and suggested answers to human support agents in real time during a live conversation.
Low-code workflow automation: Automates repetitive processes beyond Q&A, such as routing requests or triggering actions in connected systems.
Broad app integrations: Connects with widely used CRMs, helpdesks, and collaboration tools (e.g., Salesforce, Zendesk, Microsoft Teams) to embed automation into an existing stack.
Performance dashboards: Reporting on usage and deflection rates, intended to surface knowledge gaps that need attention.

Use Cases

For mid-market support teams: A mid-sized company deflects common FAQs and lets agents focus on complex cases, without enterprise-level pricing or implementation.
For internal IT/HR helpdesks: A company connects Capacity to internal documentation so employees can self-serve IT and HR answers instead of filing a ticket.
For teams layering AI onto an existing helpdesk: An organization with an established ticketing system adds Capacity’s self-service and agent-assist features without replacing its core helpdesk.

Pricing MODELS

Saas subscription

Pricing Summary

Sold as a tiered SaaS subscription rather than a single enterprise quote, which generally makes it more accessible to mid-market buyers than fully enterprise-only competitors in this category. Exact tier pricing is not publicly listed.