Capacity
Unified AI platform for customer support — AI agents across every channel, orchestrated to automate, assist, analyze, and engage.
Key strengths
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Technical Documentation Overview
Dev Platform & API
Capacity exposes a Dev Platform for building custom integrations, automating backend workflows, and extending AI agent capabilities programmatically. Developers can use REST APIs to trigger automations, push knowledge updates, and retrieve interaction analytics.
AI Agent Deployment
- Deploy agents via Chat, Voice, SMS, Email, and Web channels
- Agents are context-aware, pulling from the centralized AI Knowledge Orchestration layer
- Builder Agents environment supports both no-code drag-and-drop and programmatic configuration
Key Technical Components
- Real-time Transcription & Screen Recording — Live call analysis for agent assist and post-interaction QA
- Conversation Intelligence Pipeline — Automated scoring, CSAT prediction, sentiment analysis, and coaching recommendations
- Workflow Automation — Trigger multi-step backend workflows (scheduling, payments, CRM updates) from conversation events
- Security & Compliance — HIPAA-compliant infrastructure for healthcare deployments; enterprise-grade security controls
Integration Architecture
Capacity integrates with CRMs (e.g., Salesforce, HubSpot), helpdesks (e.g., Zendesk, ServiceNow), telephony systems, and messaging platforms (WhatsApp, SMS gateways) via pre-built connectors and the open Dev Platform API.
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