Blog - AI Support for Agents and Customers

Garbage In, Genius Out? Why Context Is the Real Competitive Advantage in Enterprise AI

by Steve Frederickson | May 7, 2026

By Scott Litman, SVP at Capacity, and Steve Frederickson, Senior Director of Product at Capacity Every business leader who has experimented with AI in the past two years has noticed something. The outputs can be impressive — thoughtful, persuasive, confidently...

CSAT vs NPS vs CES: 3 Key CX Metrics to Know in 2026

by Alexa Schmitt Bugler | May 1, 2026

What’s the difference between CSAT vs CES vs NPS? Learn more about these key metrics in customer support and experience.

9 Best Intercom Alternatives: Features, Pricing & Use Cases

by Eglė Račkauskaitė | May 1, 2026

The 9 best Intercom alternatives include Capacity, Zendesk, Freshdesk, Help Scout, Hubspot, HelpCrunch, Olark, Crisp, and Tidio. Users of Inercom often point its steep learning curve and feature limitations, which might have you thinking: is there a better fit out...

Balto vs Capacity: Side-by-Side Comparison (2026)

by Eglė Račkauskaitė | May 1, 2026

Comparing Balto vs Capacity for your support? See how they stack up on features, pricing, reviews, and who each tool is really built for.

The AI Confidence Trap: Why Every Business Leader Must Understand the Difference Between Deterministic and Probabilistic Systems

by Steve Frederickson | Apr 30, 2026

By Scott Litman, SVP at Capacity & Steve Frederickson, Senior Director of Product at Capacity Something quietly dangerous is happening in boardrooms and product meetings across the country. Business leaders are commissioning AI-powered customer service and support...

What is Business Knowledge Management?

by Marc Vontobel | Apr 29, 2026

Here's a scenario that plays out in companies every day: someone spends 45 minutes hunting through Slack threads, old emails, and shared drives looking for a document that already exists. They eventually give up and recreate it from scratch. On the surface, that might...