Capacity is a customer support automation platform founded in 2017 by David Karandish and Chris Sims, headquartered in St. Louis. What began as a helpdesk automation tool has grown into a broader CX platform serving more than 20,000 companies.
The platform's core idea is an AI Knowledge Layer that connects an organization's existing knowledge bases, data, and systems into one source that powers AI agents, live agent assist, automated QA, and conversational analytics at the same time, rather than treating each as a separate tool. Support requests arriving by voice, chat, email, or SMS get routed through that shared layer, with the company citing deflection rates around 90% for common inquiries.
Capacity is built for contact centers and support organizations at a scale where manual ticket routing becomes a bottleneck. Pricing is not published, the company uses a custom enterprise quote based on usage volume, with per-interaction costs that scale down as volume increases, and Agent Assist billed by agent-hours.
