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Frequently Asked Questions

What can Capacity do for my company?

Capacity uses AI to streamline support via self-service, agent assist, or campaigns and workflows.

We work with 1900+ customers to automate customer and team support across Web, Email, SMS, Voice, Social Media, Slack/MS Teams, Helpdesks, and more.

What kind of AI powers Capacity?

Capacity uses several AI algorithms including our proprietary LLM, which leverages natural language processing and understanding (NLP and NLU) as well as machine learning and generative AI. We also use automation technology like robotic process automation (RPA) to automate repetitive tasks and processes.

How are companies using Capacity?

No matter the industry, no matter the use case, we’re here for one reason and one reason only: to help people do their best work. Read more in our case studies to learn how we can help.

Why shouldn’t we just build our own chatbot?

Capacity is much more than a chatbot.

Rather, Capacity is a secure, AI-powered support automation platform. Whether you want to support customers and teams via self-service, empower team members with agent assist, or eliminate repetitive processes with campaigns and workflows, Capacity is here to help.

Our holistic approach to support applies AI and automation to every aspect of your work.

How does Capacity understand users?

Natural language processing (NLP) and natural language understanding (NLU) are forms of artificial intelligence that analyze and understand human language.

Capacity’s NLP uses 40+ industry-standard and proprietary algorithms. These algorithms can match phrases and understand spelling errors to formulate the best response.

Advancements in NLU technology allow it to understand the entire context behind phrases and documents. Unlike NLP, NLU recognizes the intent behind language, and can answer questions in a more sophisticated way.

While we focus more heavily on developing our NLU capabilities, some parts of our NLP technology enhance the success of our new NLU-based approach.

Plus, each time Capacity receives positive or negative user feedback, our machine learning and neural networks leverage that data to continuously improve the model.

What if Capacity doesn’t know the answer to something? How does Capacity learn?

When Capacity doesn’t know the answer to a question, it intelligently requests backup from a human-in-the-loop—an expert on your team with access to the CoPilot Console. CoPilot allows you to deliver the right answer, all while teaching your knowledge base, so your AI will be ready for that question next time.

Can Capacity route to live chat?

Yes, Capacity seamlessly escalates nuanced issues from level-0 self-service to level-1 human support.

LiveChat and SMS allow agents to connect instantly with users in the Concierge or directly on their phone, while our native Helpdesk empowers your team to filter, organize, and manage incoming tickets.

Do you provide analytics?

Yes, our platform comes with a built-in analytics dashboard.

What apps do you integrate with?

Capacity integrates with over 200 enterprise apps, platforms, and systems. For a complete breakdown, head over to our app center.

If you don’t find the integration you’re looking for, or if you’d like Capacity to integrate with your organization’s proprietary system, check out our custom developer platform.

What internal chat systems do you support?

We want teams to use Capacity wherever they work. With this goal in mind, we integrate to every major chat system, including Slack and MS Teams. Visit our app center to find your organization’s go-to chat system.

What helpdesks do you support?

Capacity connects to every major enterprise helpdesk, including Zendesk, Freshdesk, ServiceNow, and more. Explore our app center to find your helpdesk integration.

Do you have a developer’s platform or API?

Yes, we do! With our custom developer platform, you can embed Capacity wherever you work, including your existing chat systems and your mission-critical apps or platforms.

Is Capacity secure?

Security is important to you and to us. The Capacity platform is GDPR, CCPA, HIPAA, FERPA, and GLBA compliant. We also follow SOC 2 Type 2 security frameworks.

We take several steps to ensure your data is protected, including:

  • Storing knowledge base exchanges securely in the cloud
  • Never caching app data, and always pulling it live
  • Hosting our platform on AWS and following AWS policies and processes to protect customer security. Learn more about AWS here.

For a complete breakdown of our extensive security protocols, check out our Privacy and Security pages.

Is Capacity compliant?

Yes, Capacity maintains compliance with industry standard frameworks and regulations, including:

  • SOC 2, Type II
  • GDPR
  • GLBA
  • CCPA
How long does it take to implement Capacity?

Every use case is unique. For a simple external-facing bot, it could take a couple days—but for some more advanced implementations, it could take around a month for Capacity to be up and running.

Here’s how implementation generally works:

  • First, we’ll import your crucial files into our vector database, which will extract question-and-answer exchanges to begin populating your Knowledge Base. (It’s so easy that a simple bot can be rolled out in days!)
  • Then, we’ll utilize your company’s API keys to connect to your org’s mission-critical apps, like Salesforce, Office 365, Gmail, etc.
  • Next, we’ll initiate a soft rollout to key stakeholders for beta testing and machine learning reinforcement.
  • Finally, the Capacity Customer Success team will work with you to launch a full rollout, paired with training sessions to ensure maximum success and org-wide adoption.
Do you work with resellers and partners?

Yes, we work with a wide variety of resellers and partners. Please check out our Partners page for more information.

Can the Capacity chatbot integrate onto my external-facing website?

Yes, our Concierge is designed to welcome and assist website visitors, as well as capture leads.

You can explore our Concierge in the bottom right corner of your screen, or check out our customer stories to see it in action.

Can we white-label the platform and bot?

Yes, you can customize the name, avatar, colors, and personality of the Concierge.

How can I get in contact with your team?

Please request a demo, and our team will be in touch.

How much does Capacity cost?

Capacity offers 3 pricing tiers: Growth, Professional, and Enterprise.

Check out our pricing page for more information.

What is Capacity’s ROI?

Capacity’s ROI depends upon your organization’s unique use case and implementation process. However, you can find a sampling of Capacity’s substantial business impact below:

  • 25% reduction in support calls while increasing CSAT by 10 points
  • 50,000+ data points accessible in under six seconds for a global asset management firm
  • 1000+ internal experts accessible in under 4 seconds for a publicly traded financial services company
  • Hundreds of compliance documents accessible in under 4 seconds for a multinational bank
  • Savings estimate of $160K+ and 4,900+ employee hours for a national non-profit

To discover how our customers are using Capacity to do their best work, check out our customer stories.