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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Recent changes
- Plans updated: Three platform tiers (Core, Pro, Enterprise) with an annual platform subscription fee plus usage-based pricing for AI Agents (chat per response, voice per minute, email per response, SMS per message) and add-ons for integrations. Agent Assist and Conversation Intelligence priced per hour of agent time. Volume discounts available.
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Capacity — Technical Use Cases
1. Omnichannel AI Agent Deflection
Deploy AI Agents across chat, voice, SMS, and email channels simultaneously. The AI Knowledge Orchestration Layer ensures a single, consistent knowledge base powers responses across all channels, reducing the risk of conflicting answers and simplifying knowledge management for engineering teams.
2. Real-Time Agent Assist Integration
Embed Agent Assist into existing agent desktop environments via integrations with telephony platforms (NICE, RingCentral, AWS Connect, Avaya) and CRMs (Salesforce, Zendesk, HubSpot) to surface contextual guidance during live interactions. Priced per hour of agent time, making cost modeling straightforward for ops and finance teams.
3. Automated Quality Assurance at Scale
Leverage Conversation Intelligence to auto-score 100% of interactions — eliminating sampling-based QA. Integrate scoring outputs with existing BI or workforce management tools via the API or pre-built connectors (e.g., Salesforce, ServiceNow, Workday).
4. Outbound Campaign Automation
Trigger outbound SMS and voice campaigns programmatically, suitable for appointment reminders, collections, or proactive service notifications — particularly relevant for healthcare (Athenahealth integration, HIPAA-compliant package) and financial services deployments.
5. Enterprise Knowledge Orchestration
Connect SharePoint, OneDrive, Box, and Google Workspace as knowledge sources so the AI Knowledge Orchestration Layer can retrieve and serve accurate content without manual duplication, reducing content maintenance overhead for platform teams.