Agent Assist & Live Support
Empower your agents with AI for seamless support.
AI-driven guidance 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.
Real Time Agent Assist
How it works
Deliver instant, AI-powered web chat that boosts engagement and increases conversions.
Listens in real time
Capture and transcribe audio directly from the agent’s desktop—no integrations required.
Understand customer intent with AI
Identify intent and sentiment for both customers and agents, and coach agents through entire conversations. Easily configure intent analysis for industry-specific scenarios.
Manage every interaction
Harness the latest ChatGPT AI to keep agents on track with dynamic checklists, automatically generated summaries and all customer context.
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
20K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
A generative AI assistant built to optimize agent performance
Real-time alerts and intent checklists
Empower agents to navigate complex workflows, efficiently resolve issues, and follow compliance requirements—all while staying focused on the customer.
- Customizable intent analysis
- Intent-based dynamic checklists
- Keyword-triggered alerts for agents and supervisors
- AI-powered knowledge base lookup
Real-time coaching and objection handling
Help all your agents perform at the top level by serving them data-backed coaching prompts based on the context of the conversation.
- Coaching prompt customization
- Objection coaching to overcome customer concerns
- Save offer coaching to reduce customer churn
- Process coaching to keep all agents on track
- Automated intelligent guidance prompts based on historical conversation data
Automatic data capture
Reduce after-call work and simplify handoffs.
- Auto-generated conversation summaries
- Auto-generated responses to questions about interactions
- Auto-population of fields in scripted workflows based on what the customer says
Live audio capture and transcription
Capture the best-quality agent and customer audio to get accurate transcriptions and captions.
- Live streaming of stereo audio
- Real-time transcription
- Live captioning
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.