Suggestions
Informed Agents.
Happy Customers.
Help agents perform their best with adaptive support that suggests responses and helps them make sense of every ticket.
Why this matters
Empower your agents to deliver exceptional customer service every time. Deliver intelligent, AI-powered assistance directly to your agents.
Get the highlights
Enhance customer and agent experiences
Provide real-time response suggestions, identify actions and summarize key information.
Drive down AHT
and escalations
Improve agent efficiency and reduce time spent on each ticket.
Create a consistent experience
Deliver accurate and consistent solutions every time.
Integrate and Optimize
Connect to key systems and Capacity tools for seamless support experience.
Capacity in numbers
19K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
Intelligent Response Suggestions
AI-generated suggestions
Help agents respond quickly and accurately to customer inquiries. Spend less time typing and more time connecting.
- AI analyzes the customer’s message in real-time
- AI then suggests relevant responses based on your knowledge base and past interactions
- Agents can select or edit suggestions before sending
Automated Actions
Navigate complex processes
Suggestions don’t just help craft the response, they recommend the next best action to resolve issues efficiently.
- Identifies potential actions based on the conversation
- Helps agents navigate complex processes
- Ensures consistent resolution paths
Smart Ticket Summaries
Increase speed to competency
Help agents get up to speed instantly with concise summaries of customer issues. No more endless scrolling.
- AI automatically generates summaries of the ticket history
- Provides key context for faster understanding
- Facilitates smoother hand-offs between agents or automated systems
Integrated Platform
Seamless helpdesk integration
Suggestions work directly within the Capacity Helpdesk, making it easy to adopt and use.
- Integrates with a wide variety of platforms
- Enhances your current workflow without disruption
Intelligent Analytics
Optimize AHT
See how Suggestions impact performance with real-time dashboards.
- Compare average handle times (AHT) on tickets with and without Suggestions
- Evaluate escalation rates on inboxes with Suggestions
Security
Secure communications
Built with Capacity’s commitment to security, including Role-Based Access Controls and SOC II compliance.
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 exactly does Capacity Suggestions do?
Capacity Suggestions is an AI-powered tool designed to assist your support agents in real-time. It analyzes customer inquiries and provides intelligent suggestions for responses, recommends action items to resolve issues and offers summaries of the ticket. This helps agents be more efficient and provide better support.
How does Suggestions help reduce Average Handle Time (AHT) and escalations?
Suggestions provides agents with answers and guidance in real-time, which reduces the time they spend searching for information or crafting responses. By offering consistent and accurate solutions, it also decreases the need for supervisor intervention and ticket escalations.
Does Suggestions integrate with my existing helpdesk platform?
Yes, Suggestions is designed to connect with a wide variety of platforms and Capacity tools for seamless helpdesk integration. This allows you to enhance your current workflow without significant disruption.
Can Suggestions help new agents get up to speed faster?
Absolutely. By providing suggested responses and clear action items, Suggestions can significantly cut down the time it takes for new agents to become proficient.
How does Suggestions ensure consistency in customer interactions?
Suggestions helps agents deliver accurate and consistent solutions every time by providing AI-driven response suggestions and guiding them through recommended actions. This ensures that customers receive a reliable experience regardless of the agent they interact with.
Can Suggestions automate the resolution of routine tickets?
Yes, Suggestions helps your team deliver faster, more accurate solutions, and by automating responses to routine tickets, your agents can focus on more complex issues. This can also facilitate a smooth hand-off from automated chat to a live agent when necessary.
Where does Suggestions get its information for response suggestions?
Suggestions can surface relevant information for agents from your Knowledge Base. By leveraging your existing knowledge resources, it ensures that agents have access to the information they need to resolve tickets effectively.
Is the use of Suggestions easy for agents?
Yes, Suggestions is designed to be an intuitive tool that empowers your team with AI without adding complexity. It provides assistance directly within their workflow, making it easy for them to access and utilize the suggested responses and actions.
How can I learn more about implementing Capacity Suggestions?
You can request a demo to see Capacity Suggestions in action and learn how it can be tailored to your specific needs.
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