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How Conversational Banking Can Improve CX and Lower Expenses
The banking industry has been quick to adopt artificial intelligence (AI)—and for good reason. In an industry with such a high number of customers and clients, tons of numbers to crunch, and the high risk of expensive errors, AI offers a way to work much more...
Why Agent Support Is the Key to Better Customer Experience
The Problem: Agents Don’t Have the Support They Need to Provide Seamless CX Not every customer issue can be solved by a virtual agent. When things get complex, human agents step in—but far too often, they’re doing so without the tools, training, or support they need....
How to Fix Disconnected Channels and Deliver a Unified Customer Experience with Intelligent Virtual Agents
Customers today expect to connect with your brand on their terms — whether that’s through chat, voice, email, SMS, or social. But here’s the problem: too many disconnected channels create chaos. Customers bounce from one touchpoint to another, forced to repeat...
Podcast: Reimagining the Contact Center
In a recent episode of Reimagining the Contact Center, host Mark Bernstein sits down with Capacity CEO, David Karandish, for a thought-provoking conversation that starts with the evolution of Contact Centers and ends up diving deep into the future of work, AI, and...
How to Automate Your Claims Processing
In an industry built on trust, precision, and timely support, traditional insurance claims processing is often a source of frustration for both insurers and policyholders. Long cycle times, manual data entry, slow support, and siloed information are just a few of the...
Why Call Centers Need an Answer Engine®
Agents juggling systems during live calls hurts handle time and CSAT. Here’s why call centers need an Answer Engine to surface the right answer in seconds.
A 5-Step Ticket Deflection Roadmap for SaaS Support Teams
Support teams are often measured by how quickly they resolve tickets. But the smartest teams prevent unnecessary tickets from being created in the first place. Ticket deflection is a critical component for support teams to improve metrics like time-to-response and...
Beyond Fear – Our Interview with AI Diatribe
Capacity’s Chief Revenue Officer, Karaline Venezia, recently sat down with Jason Lowe, host of AI Diatribe, to discuss AI adoption.
Capacity Named to 2025 KMWorld AI 100 List
Capacity has been named to the 2025 KMWorld AI 100 List, recognizing leaders in AI-powered knowledge management.
4 Benefits of AI in Media Industry: From Efficiency to Cost Savings
From The New York Times and The Washington Post to Bloomberg and Reuters, industry giants are using AI to move faster, work smarter, and cut costs. But AI in the media industry isn’t just for the big players — smaller media companies are also tapping into its power to...