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Finding the Right On-Premise Nuance Replacement
With Nuance ending on-prem support in 2027, you might be trying to find a nuance replacement. Here’s your guide to finding a new tool.
How Capacity and Daxko Use AI to Help Nonprofits Do More With Less
Many nonprofits know the struggle: limited resources and growing demands that get in the way of their true mission, serving their communities. But emerging technologies like AI offer nonprofits real, cost-effective strategies to work more efficiently across the entire...
Copilot is not Knowledge Management
Microsoft Copilot is a great AI assistant, but it’s not enterprise knowledge management. See what it can’t do, and how a dedicated Answer Engine fills the gap.
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...
3 QA Agent Tools to Reduce Handle Times and Boost Satisfaction
To stay competitive, customer support teams need to do more to improve customer experiences than post-call satisfaction surveys. Self-service is now the standard for most tier-1 issues, so customers who do call in for assistance expect a seamless, personalized...
Knowledge Management: The Hidden Problem for Every Business
Most businesses have more knowledge than they can find. When data is buried across platforms, it costs revenue. Here’s the fix.
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...
What’s the Difference? Conversational AI Chatbots vs. Assistants for Business
AI isn’t so new anymore, but plenty of business leaders are still learning the differences between various technologies – and importantly, learning when to implement different tools. AI can reduce support costs and increase efficiency across your business, but with...
Global Consumer Brand Dramatically Improves CX within 90 Days of Implementing Conversational AI
Electrolux, the 2nd largest home appliance manufacturer in the world who sells under a variety of brand names worldwide like Frigidaire and AEG, made the transformation to AI-powered virtual agents six months ago to automate more in their contact center. Ross Tudor,...
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...