Capacity is a technology company that develops AI-powered solutions to automate customer and employee support processes. Founded by David Karandish in 2017, the company is headquartered in St. Louis, Missouri. The platform offers AI-powered tools in areas such as call center integration, email automation, SMS messaging, social media engagement, and enterprise knowledge management. Capacity serves over 19,000 organizations operating in various sectors.
Establishment
Capacity was developed to eliminate the fragmented nature of traditional support systems and the inefficiency of manual processes. The company's founder, David Karandish, previously served as CEO of Answers.com and founded Capacity with a vision based on the need to use technology in a more integrated manner. The company quickly grew by integrating advancements in artificial intelligence, natural language processing, and speech technologies into its platform.
Capacity (Capacity)
Platform Components
The platform offered by Capacity includes various Intelligent Virtual Agents (IVAs) and auxiliary tools. These components can be integrated into both customer and employee support processes:
Web Chat IVA: An AI-powered chatbot that can converse with users in natural language over the web. It provides instant answers to frequently asked questions, supports purchasing processes, and enhances brand loyalty. It operates by integrating with CRM systems.
Voice IVA: A voice virtual agent used in phone support lines. It listens to users, directs them, and transfers them to the live support team when necessary. It is developed to reduce call volume and shorten resolution times.
SMS IVA: Enables two-way text messaging for customer interaction. Processes such as appointment reminders, campaign messages, and support responses are handled automatically.
Social IVA: Provides fast, on-brand, and automatic responses to incoming messages on social media platforms such as Facebook, Instagram, LinkedIn, and X. It detects negative comments, alerts relevant teams, and offers pre-crisis intervention capabilities.
Email IVA: An email automation tool that analyzes and responds to incoming emails, initiates tasks, and categorizes support requests, directing them to the relevant departments. It reduces email volume while providing automatic responses consistent with the brand tone.
Capacity offers enterprise-level solutions in data security and system integration. The platform works with over 250 pre-built integrations (such as Salesforce, Zendesk, HubSpot, Microsoft Teams, Slack, Google Workspace) and custom API support. For data security, it complies with standards such as SOC 2 Type II, HIPAA, and GDPR. All data is encrypted with AES-256 and transmitted with TLS 1.2+. The platform also offers role-based access control, audit logs, and single sign-on (SSO) support.
Strategic Growth
Capacity continued its rapid growth in the 2023-2024 period by acquiring eight technology companies. The acquired companies are: Lucy (knowledge management), Envision (call center analytics and coaching), Linc (e-commerce automation), Denim Social (social media content management), LumenVox (speech recognition), SmartAction (conversational IVR), Textel (SMS messaging), Cereproc (synthetic voice technologies). The technologies of these companies have been integrated into the Capacity platform, creating a broad service area.
Funding and Organization
Capacity has raised over $89 million in total investment. In 2024, it was announced that the company raised $26 million in a Series D funding round from investors such as TVC Capital and Toloka. This capital has been allocated to product development, sectoral expansion, and team growth activities. The company has over 180 employees globally.
Sectoral Applications
Capacity solutions are used in a wide range of sectors such as healthcare services, retail and e-commerce, automotive, financial services, higher education, and public administration. Usage examples include virtual consultation lines, automated payment tracking, campaign tracking, content moderation, and employee information access systems.
Future Vision
The company aims to scale its platform further to establish a unified AI-powered support architecture. Technology integration of all acquisitions is planned to be completed by 2025. Furthermore, focus is placed on areas such as voice biometric authentication, automated training modules, industry-specific bias reduction systems, and sentiment analysis-based recommendation engines.
