Capacity AI features and pricing (October 2026)

Capacity is a customer experience automation platform from St. Louis that combines AI agents for chat, voice, SMS and email with real-time agent assist, automated quality assurance and a knowledge base. It suits support teams that want one system for self-service and agent work.

AI Software, LLC, doing business as Capacity, was founded in 2017 by David Karandish and Chris Sims and is based in St. Louis, Missouri. The platform is sold in the tiers Core, Pro and Enterprise: a knowledge base and helpdesk, an AI Agent Builder, live chat, real-time Agent Assist, conversation intelligence, Auto QA, outbound SMS and voice campaigns and, in Enterprise, a CRM.

The vendor lists more than 250 prebuilt integrations, among them Salesforce, HubSpot, Zendesk and Slack, and states that more than 20,000 organizations use the platform.

• Answers inquiries across channelsAI agents handle chat, voice, email and SMS, authenticate callers, retrieve answers from connected knowledge sources and act in connected systems, for example by updating CRM records or opening tickets. Routine requests need no live agent, and escalations carry the context.
• Coaches agents in real timeAgent Assist transcribes the call from the agent's desktop, detects intent and sentiment and suggests answers during the conversation. The vendor states that no existing call recording system is required, so guidance does not depend on changes to telephony.
• Evaluates interactions automaticallyAuto QA scores interactions and flags coaching opportunities, and post-call automation writes summaries and analysis. Supervisors review flagged cases and can see patterns across conversations without listening to calls one by one.
• Keeps answers consistentA knowledge layer feeds all channels from the same sources. In the knowledge base, machine learning validation and duplicate alerts point out conflicting or stale answers, so teams maintain one set of content for bots and agents.

• Pricing combines an annual platform fee, usage charges per chat response, voice minute or SMS, and add-ons; the vendor states that LLM token costs are included.
• AI agents, agent assist, Auto QA, outbound campaigns and a knowledge base share one platform and one knowledge layer.
• SSO with providers such as Okta and Azure AD, role-based access and audit logging are listed; the vendor states customer data is not used to train external models.

Capacity (AI Software, LLC) is based in St. Louis, Missouri, and the vendor names US brands such as Disney, Nike and Amazon among its customers.

The pricing page lists tiers but no amounts, so request a quote and model usage charges for your volume of chats, minutes and messages. Hosting regions were not stated on the pages we reviewed in October 2026; ask for them and a data processing agreement. For US use, check state call-recording rules and TCPA consent for outbound SMS and voice campaigns.

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