Agent Assist & Live Support
Empowered Agents.
Seamless Support.
AI-driven tools that equip your agents with instant knowledge, proactive coaching and real-time support to resolve issues faster, lower costs and boost satisfaction.
Why this matters
Agents are drowning in chaos—slow tools, bad data, endless searches and inconsistent answers which frustrate customers. Capacity delivers instant answers, smarter support and faster resolutions.
Get the highlights
Faster resolutions
AI suggestions cut handle times and improve accuracy.
Smarter coaching
Real-time insights boost agent performance instantly.
Seamless integration
Works effortlessly with CRMs, helpdesks and more.
Capacity in numbers
19K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
Agent Coaching Software
Better AI-powered agent training
Help agents improve faster with real-time coaching, automated feedback and AI-driven performance tracking.
Automated Quality Scoring
Identifies coaching opportunities proactively.
Real-Time Coaching Alerts
Flags teachable moments instantly.
Embedded eLearning
Provides structured, on-the-job training.
Quality Monitoring
Smarter monitoring, better coaching
Ensure every interaction meets quality standards with AI-driven evaluation and real-time feedback.
Always-On Monitoring
Evaluates 100% of interactions automatically.
Real-Time Alerts
Flags silence, interruptions, and sentiment shifts instantly.
Performance Dashboards
Tracks trends and agent progress effortlessly.
Enterprise Search Software
Answer Engine® for instant,
AI-powered answers
Get fast, accurate responses from a unified knowledge base, ensuring consistency across every customer interaction.
AI-Driven Answers
Surfaces precise, contextual responses instantly.
Source Citations
Provides transparency and trust in every answer.
Seamless Integrations
Works across chat, email, CRM, and enterprise systems.
Suggestions
AI-driven recommendations for faster resolutions
Empower agents with intelligent response suggestions, actionable recommendations and ticket summaries.
Intelligent Response Suggestions
AI analyzes messages in real-time to suggest accurate replies.
Automated Action Guidance
Recommends next-best actions to streamline resolution.
Smart Ticket Summaries
Provides quick context for agents, reducing research time.
Call & Screen Recording
Capture everything to analyze instantly
Gain full visibility into customer interactions for compliance, training and quality assurance.
Multi-Screen & Call Recording
Captures voice and screen activity across multiple displays.
AI-Powered Transcription
Enables instant search, sentiment analysis, and keyword tracking.
Compliance & Security
Ensures regulatory adherence with automated monitoring.
Cobrowse Software
See their screen to solve their problem
Provide hands-on support by securely viewing and interacting with customer screens.
Secure Cobrowsing
Enables permission-based screen sharing for troubleshooting.
Remote Control & Annotations
Allows agents to highlight key areas or take limited control.
Integrated Support
Works seamlessly with chat and voice interactions.
Live Chat Software
Instant chat for personalized support
Deliver AI-enhanced live support that deflects unnecessary calls and ensures seamless customer experiences.
AI-Powered Routing
Directs inquiries to the right agent for faster resolutions.
LiveChat Jump-In
Enables proactive engagement with website visitors.
Seamless Escalation
Transfers chats from AI to human agents with full conversation history.
Explore the Capacity platform
Intelligent Virtual Agents
Agent Assist + Live Support
Campaigns + Workflows
Conversational AI
Insights + Analytics
Security + Integrations
Trusted by 19,000+ organizations
Frequently asked questions
What is Capacity Agent Assist & Live Support?
Capacity provides AI-powered tools that help agents find answers, get coaching and assist customers in real time to reduce response times and improve accuracy.
How does Capacity improve agent efficiency?
Capacity eliminates repetitive searches, offers AI-driven suggestions and automates coaching so agents spend less time looking for information and more time helping customers.
Does Capacity integrate with existing helpdesk software?
Yes, Capacity seamlessly integrates with CRMs, helpdesks and other enterprise tools to enhance workflows without disruption.
Can Capacity reduce average handle time (AHT)?
Absolutely. With instant answers, AI suggestions and workflow automation, agents resolve customer issues faster, significantly lowering AHT.
How does Capacity’s Quality Monitoring work?
Capacity uses AI to evaluate all interactions, flag key coaching moments and provide real-time feedback to improve agent performance.
What is Cobrowse, and how does it help?
Cobrowse lets agents securely view and interact with customer screens to guide them through troubleshooting or complex tasks in real time.
How does Capacity Live Chat enhance customer interactions?
Live Chat routes conversations to the best agent, offers AI-powered suggestions and escalates seamlessly from AI to human support.
Can Capacity help new agents get up to speed faster?
Yes. AI-powered training, smart ticket summaries and real-time coaching make onboarding new agents faster and more effective.
Is Capacity secure for handling sensitive customer data?
Yes. Capacity is SOC II compliant and uses encryption, role-based access controls and secure cloud storage to protect customer information.
How can I get started with Capacity?
Simply request a demo to see how Capacity can improve your agent support and customer service experience.
Ready to elevate every conversation?
Find out how Capacity can help your team do their best work.