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Enhancing Security with Anti-Spoofing Technologies

As the technology companies use becomes more advanced, so are attempts to hack and spoof that technology. Cybersecurity will become more and more important, especially for companies who use AI tools such as voice biometrics. More and more devices and services rely on...

Do Not Build Your Own RAG

By Scott Litman, Capacity SVP & Formerly Founder of Lucy Over the last 18 months, we have seen incredible advances in the field of Generative AI. Most of us use tools like ChatGPT or Google on a daily basis in our personal...

How Capacity Makes Live Chat Jobs Better

How Capacity Makes Live Chat Jobs Better

The majority of today’s customers are using chat tools for customer service and that makes live chat jobs more important than ever. While the agent role is an essential part of customer experience (CX), it can be a thankless job.  So how can organizations make...

Knowledge Management: The Hidden Problem for Every Business

Most businesses have a knowledge problem. Rather, they have a lot of it—and no good way to organize it. Despite the vast amounts of data available within a company, it can be almost impossible for any one person—whether in sales, marketing, product research, or senior...

3 Ways to Optimize an AI Platform for Maximum Success

You know you need AI…but how do you make sure it’s effective? Companies that use AI to enhance customer and employee support often see improved efficiency, lower operational costs, and enhanced customer satisfaction. But choosing one vendor from the hundreds on the...

How to Use AI Answers for Customer Support

If you think today’s customers solely want support experiences live via phone; think again. What today’s customers want is a fast, easy resolution of their issue. And they want to do it on the channel of their choice.  These rising customer expectations mean that...