Workflow Automation
Automated support workflows that trigger actions across integrated systems based on incoming requests — creating tickets, updating CRM records, routing requests to the right team, sending status notifications, and completing multi-step processes without human intervention. Workflow automation reduces the manual handoff overhead that slows down support operations and creates inconsistent outcomes.
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Intelligent Virtual Agent (IVA)
AI-powered virtual agent that understands natural language, draws answers from a connected knowledge base, and resolves employee and customer requests automatically — without scripted decision trees. Handles varied phrasing and intent, takes action across integrated systems, and escalates to a human agent with full context when needed. Works across web, chat, email, Slack, and Teams channels.
AI-Powered Chatbot
Conversational chatbot interface powered by large language model AI — not rule-based scripting. Capacity's chatbot understands intent, retrieves accurate answers from integrated knowledge sources, and completes support actions directly in the conversation. Deployable on your website, customer portal, or internal employee hub, with escalation to live agents when the AI reaches its confidence threshold.
Knowledge Base Automation
Automated knowledge management that connects to existing documentation — SharePoint, Confluence, internal wikis, ticketing history, PDFs — and indexes it into a unified AI-searchable knowledge base. Capacity continuously learns from unresolved questions to surface content gaps, so the knowledge base improves over time. Support teams spend time updating content rather than manually answering the same questions repeatedly.
Helpdesk Ticket Deflection
AI-driven ticket deflection that intercepts repetitive support requests before they reach a human agent — answering common IT questions, customer inquiries, policy lookups, and status requests automatically. Deflection rate analytics show exactly how much volume Capacity is handling versus escalating, giving support managers data to quantify ROI and identify remaining deflection opportunities.