Capacity
Fresh72% completeCapacity is an AI-powered support automation platform for contact centers and support teams. It automates inbound interactions across chat, voice, SMS, and email via configurable AI agents, provides real-time answer suggestions to live agents during calls (Agent Assist), and runs post-interaction Auto QA and conversation intelligence. The platform sits between the CCaaS layer and the CRM/knowledge base, processing interactions without requiring code for basic deployments.
Products
- AI AgentsactiveMulti-channel AI response automation with intent classification and knowledge retrieval across inbound contact channels
Configurable AI agents that handle inbound customer interactions autonomously across chat, voice, SMS, email, and web without live agent involvement.
- Agent AssistactiveReal-time inference against knowledge base and CRM context served to agents during active conversations
Real-time AI panel surfaced to human agents during live interactions, providing suggested answers, next-best-action prompts, and an answer engine.
- Knowledge BaseactiveDocument ingestion, indexing, and AI-retrieval layer with up to 2TB storage on Enterprise tier
Centralized knowledge management layer that indexes organizational documents and data sources to power AI agent and agent assist responses.
- Post-Interaction AnalyticsactiveML-based automated scoring and tagging of completed call/chat transcripts with QA rubric evaluation
Automated quality assurance scoring, conversation intelligence, AI CSAT, and interaction summaries applied to completed support interactions.
- Outbound CampaignsactiveOutbound dialer and SMS broadcast automation with AI-driven call progress detection
Automated outbound SMS and voice campaign scheduling and delivery with call progress analysis.
- HelpdeskactiveTicket queue management, inbox routing, and live chat console for human agent workflows
Ticketing inbox and live chat management surface for human agents handling escalated or complex support requests.
Features
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