FAQ

General

What can Capacity do for my company?

Capacity empowers teams with instant access to the knowledge they need to do their best work.

Our secure, AI-native knowledge sharing platform connects to enterprise apps, mines company documents and spreadsheets, and captures the tacit knowledge of an organization—making everything instantly accessible through a single dashboard.

What is tacit knowledge?

Tacit knowledge is the type of knowledge that often takes a considerable amount of time to acquire, and when it finally is acquired, it’s rarely codified.

If someone at your organization knows something that could prove useful to a colleague, you don’t want that knowledge to stay locked away in their mind.

Capacity captures and stores this tacit knowledge, making it instantly accessible for the right people in the organization.

How are companies using Capacity?

No matter the industry, no matter the use case, we’re here for one reason and one reason alone: help people do their best work. Check out how our clients are using Capacity.

Why the name Capacity?

Our mission is to help teams do their best work. Our secure, AI-native knowledge sharing platform frees up time and energy, increasing teams’ capacity to do their best work.

Do you work with resellers?

We do! Please check out our Partners page for more information.

What makes Capacity artificially intelligent?

Our natural language processing (NLP) and our document mining technology are built on artificial intelligence.

    • Our NLP is comprised of 40+ industry-standard and proprietary algorithms that enable Capacity to interpret and answer a wide array of inquiries. These algorithms facilitate spell checking, word importance, word order, term frequency, acronym translation,
      phrasal matching, word vectorization, and more. Plus, each time Capacity receives positive or negative user feedback, our machine learning and neural networks automatically leverage that data to continuously improve the model.
    • Our patent pending document mining tech (Live Sheets and Live Pages) facilitates the automatic generation of questions and answers out of documents and spreadsheets. For IP reasons, that’s as much information as we can divulge.

 

3rd Party APPs, Integrations, & Software

What apps do you integrate with?

Capacity integrates with a host of popular enterprise apps and platforms. For a complete breakdown, head over to our app store.

Note: If you don’t find the app you’re looking for, or if you’d like Capacity to integrate with your organization’s proprietary app or system, check out our
developer platform. Let us know if you want to see our enterprise search in action.

What internal chat systems do you support?

We want teams to find Capacity wherever their workflows take them. With this goal in mind, our lineup of chat integrations is always expanding. Visit our
app store to find your organization’s go-to application.

Do you have a developer’s platform or API?

Yes we do! With our developer platform, you can embed Capacity into your existing chat interfaces, and connect Capacity to your org’s mission critical apps.

 

CoPilot

Why shouldn’t we just build our own chatbot?

If you have a dedicated team of AI, ML, NLP, Conversational UI, and UX Design experts—you absolutely should.

However, then you’d only have a chatbot.

Capacity is much more than a chatbot.

Capacity is a secure, AI-native knowledge sharing platform. The following are just a handful of the features you’ll enjoy with Capacity:

Can Capacity route to live chat?

While we don’t currently offer live chat, Capacity does come standard with our
human-in-the-loop (HITL) CoPilot Console.

When Capacity doesn’t know the answer to a question, it intelligently requests backup from a HITL within your organization. CoPilots can respond to, forward, or dismiss any questions Capacity couldn’t automatically answer. Over time, fewer and fewer questions will require and HITL intervention.

How does Capacity understand users? (What is Natural Language Processing?)

Natural Language Processing (NLP) is a field of artificial intelligence that enables computers to analyze and understand human language.

Our NLP is comprised of 40+ industry-standard and proprietary algorithms that enable Capacity to interpret and answer a wide array of inquiries. These algorithms facilitate spell checking, word importance, word order, term frequency, acronym translation, phrasal matching, word vectorization, and more. Plus, each time Capacity receives positive or negative user feedback, our machine learning and neural networks automatically 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 within your organization via the CoPilot Console. CoPilots can respond to, forward, or dismiss any questions Capacity couldn’t automatically answer. Over time, fewer and fewer questions will require and HITL intervention.

What is the CoPilot Console?

The CoPilot Console is like your company’s AI-powered switchboard. It makes it easy for your team’s administrators to filter, organize, and respond to inbound inquiries. It’s like an email inbox that’s actually enjoyable to manage. CoPilots can respond to, forward, or dismiss any questions Capacity couldn’t automatically answer. Over time, fewer and fewer questions will require human-in-the-loop (HITL) intervention.

In addition to our AI-assisted, HITL knowledge base, the CoPilot Console is also the place where you’ll find:

Can Capacity mine documents, webpages, or spreadsheets?

Yes, yes, and yes!

With Capacity’s patent pending LiveDoc, LivePage, and LiveSheet technologies, you can actually have conversations with your documents, webpages, and spreadsheets.

In just a few simple steps, admins can generate dynamic exchanges from docs, pages, or sheets, from the CoPilot console in a matter of seconds. What’s more, these dynamic exchanges are evergreen—anytime an answer is updated in the respective source material, it is automatically updated in the CoPilot Console.

Can I communicate with Capacity through voice?

At the moment, team members can only communicate with Capacity via text. However, if they have text-to-speech enabled on their device, they can speak their questions to our chatbot.

What languages does Capacity speak?

Capacity currently only understands English. However, multi-language support is coming soon!

Do you provide analytics?

We are in the process of building a robust, enterprise analytics dashboard. Stay tuned!

 

Security

Is Capacity secure?

Security is important to you and to us. Capacity is GDPR, CCPA, and SOC 2 compliant—delivering robust encryption and complete data privacy for your organization. We are also in the process of investigating additional certifications such as the NIST-CSF, ISO 27001, Cloud Security Alliance, Privacy Shield, HIPAA, and FedRAMP.

Security certifications aside, rest assured:

  • Knowledge base exchanges are stored securely in the cloud.
  • App data is always pulled live and is never cached.
  • We never share your data.

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

Is Capacity GDPR compliant?

Yes! For more information, check out our Privacy page.

Is Capacity SOC 2 compliant?

Yes! For more information, check out our Security page.

Is Capacity HIPAA compliant?

We are currently in the process of investigating HIPAA compliance certification. Stay tuned!

Does Capacity work on-prem?

Capacity can absolutely work on-prem. However, your organization would need to upload any documents that it would like to access instantly into the Capacity cloud.

Can Capacity connect to firewall protected data?

Yes! Capacity can access firewall protected data in the following ways:

  • Directly linking to the data
  • Uploading the data into our secure servers
  • Accessing the data via API with our developer platform

 

Getting Started

How long does it take to implement Capacity?

While every use case is unique, it will typically take around a month for Capacity to be up and running, generating ROI for your organization.

Here’s how our implementation process generally works:

  • First, we’ll import your top 50 documents and/or spreadsheets, and our patent pending miner will extract question-and-answer exchanges to begin populating your knowledge base.
  • 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 testing and machine learning reinforcement.
  • Finally, the Capacity Client Success team will launch a full rollout, paired with training sessions to ensure maximum success and org-wide adoption.

How is Capacity different than other chatbots?

Capacity is much more than a chatbot.

Capacity is a secure, AI-native knowledge sharing platform. The following are just a handful of the features you’ll enjoy with Capacity:

Can Capacity replace my intranet?

Yes! We have multiple clients that are leveraging Capacity to replace their intranet. Check out our Customer Stories.

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

Yes! We have multiple clients that are leveraging Capacity on their external-facing website to generate leads and offer their customers instant, 24/7 Tier 0 support.

Can we white label the platform and bot?

Yes! Enterprise-level clients can adjust the name, avatar, colors, and personality of the chatbot.

 

Pricing + Requirements

How much does Capacity cost?

Our pricing is uniquely tailored on a per-client basis. For in-depth information on plans and pricing for your organization, please request a demo or get in touch with our sales team directly.

What is Capacity’s ROI?

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

  • 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 clients are increasing their capacity, check out our Customer Stories.