This article was automatically translated from the original Turkish version.
Capacity is a technology company that develops AI-powered solutions to automate customer and employee support processes. Founded in 2017 by David Karandish, the company is headquartered in St. Louis, Missouri. The platform offers AI-driven tools in areas such as call center integration, email automation, SMS messaging, social media engagement, and enterprise knowledge management. Capacity serves more than 19,000 organizations across diverse industries.
Capacity was developed to eliminate the fragmented nature of traditional support systems and the inefficiencies of manual processes. Its founder, David Karandish, previously served as CEO of Answers.com and established Capacity based on a vision of leveraging 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)
Capacity’s platform includes a range of 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 engages users in natural language via web interfaces. It provides instant responses to frequently asked questions, supports purchasing journeys, and enhances brand loyalty. It operates in integration with CRM systems.
Voice IVA: A voice-based virtual agent used on telephone support lines. It listens to users, directs them, and transfers calls to live support teams when necessary. It was designed to reduce call volume and shorten resolution times.
SMS IVA: Enables two-way customer interaction via text messaging. Automated processes include appointment reminders, campaign messages, and support responses.
Social IVA: Delivers fast, brand-appropriate, and automated responses to messages received on social media platforms such as Facebook, Instagram, LinkedIn, and X. It detects negative comments and alerts relevant teams, enabling preemptive crisis intervention.
Email IVA: An email automation tool that analyzes incoming messages, generates responses, initiates workflows, classifies support requests, and routes them to appropriate departments. It reduces email volume while providing automated replies that align with brand tone.
Capacity provides enterprise-grade solutions for data security and system integration. The platform supports over 250 pre-configured integrations including Salesforce, Zendesk, HubSpot, Microsoft Teams, Slack, and Google Workspace, along with custom API capabilities. In terms of data security, it complies with standards such as SOC 2 Type II, HIPAA, and GDPR. All data is encrypted using AES-256 and transmitted via TLS 1.2 or higher. The platform also offers role-based access control, audit logs, and single sign-on (SSO) support.
Between 2023 and 2024, Capacity continued its rapid growth 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 (voice IVR), Textel (SMS messaging), and Cereproc (synthetic voice technologies). The technologies of these companies have been integrated into the Capacity platform to create an extensive service ecosystem.
Capacity has raised over $89 million in total funding. In 2024, it announced a Series D funding round that raised $26 million from investors including TVC Capital and Toloka.vc. These funds are allocated toward product development, industry expansion, and team growth. The company employs over 180 people globally.
Capacity’s solutions are used across a wide range of industries including healthcare, retail and e-commerce, automotive, financial services, higher education, and public sector. Use cases include virtual advisory lines, automated payment tracking, campaign monitoring, content moderation, and employee knowledge access systems.
The company aims to scale its platform further to establish a unified AI-powered support architecture. By 2025, the full technological integration of all acquired companies is planned. Additionally, focus areas include voice-based biometric authentication, automated training modules, industry-specific bias reduction systems, and the expansion of sentiment analysis-driven recommendation engines.
Founding
Platform Components
Strategic Growth
Funding and Organization
Industry Applications
Future Vision