Post-Interaction Analytics
Freshby Capacity
ML-based automated scoring and tagging of completed call/chat transcripts with QA rubric evaluationContact center QA teams manually sampling and scoring a small fraction of interactions due to volume constraints
Automated quality assurance scoring, conversation intelligence, AI CSAT, and interaction summaries applied to completed support interactions.
Features
AI Agent Builderall plans250+ Pre-built Integrationsall plansReal-time Agent Assistpaid onlyAuto QA (Automated Quality Assurance)paid onlyConversation Intelligencepaid onlyAI CSAT Scoringpaid onlyScreen Recording & Cobrowsepaid onlyHIPAA Compliance Packageenterprise onlyAdvanced Workflows & CRMenterprise onlyDeveloper Platform / APIpaid onlySMS & Voice Outbound Campaignsenterprise onlyInteraction Summaries (AI-generated)paid only
More from Capacity
- AI Agents
Multi-channel AI response automation with intent classification and knowledge retrieval across inbound contact channels
- Agent Assist
Real-time inference against knowledge base and CRM context served to agents during active conversations
- Knowledge Base
Document ingestion, indexing, and AI-retrieval layer with up to 2TB storage on Enterprise tier
- Outbound Campaigns
Outbound dialer and SMS broadcast automation with AI-driven call progress detection
- Helpdesk
Ticket queue management, inbox routing, and live chat console for human agent workflows
Discussion
Join the discussion —
No comments yet — be the first.