AI Agents for Inbound - AI Agents for Call Centers - Capacity
AI Agents for Inbound Support
Deflect more. Resolve faster.
AI agents that resolve inquiries across voice, chat, SMS and email from one connected knowledge layer. Train once. Deploy everywhere.
Why this matters
Live support is expensive and customer expectations keep rising. AI agents help teams resolve more inquiries before they reach the queue, without sacrificing accuracy, context or customer experience.
Get the highlights
One knowledge layer
Your voice, chat, SMS and email agents all draw from the same source of truth.
Flexible conversations
Use structured flows, open-ended AI or both within the same conversation.
Smarter deflection
Deflect FAQs while giving customers faster answers on every channel.
Capacity in numbers
20K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore inbound AI agents
Voice AI Agent
Contain calls and cut queue time
Replace press-one menus with an AI voice agent that resolves inquiries, authenticates callers and routes to the right person when needed.
Natural conversation, not menus
Customers can speak freely while the agent understands intent and takes the next best action without routing trees.
Context transfers on escalation
When a call needs a human, the full conversation context moves with it so customers do not have to start over.
Proven containment improvement
DSW reduced average handle time by nearly 20%, with a 30% improvement in CSAT.
Chat AI Agent
Resolve chats around the clock
Deploy an AI chat agent on your website or app that answers questions, takes action and escalates when needed.
Answers grounded in your knowledge
Connect SharePoint, Salesforce, ServiceNow, your website or other knowledge sources without migrating content.
Action-oriented, not just informational
Update CRM records, open tickets and trigger workflows within the conversation.
Connected to your systems
With 250+ prebuilt integrations, data stays where it lives and permissions are honored automatically.
Email AI Agent
Automate email at scale
Read, classify and respond to inbound emails automatically so routine requests never reach the queue.
Intent classification on every email
The agent identifies what the customer needs and routes or resolves without manual triage.
Accurate replies, every time
Responses are grounded in the same knowledge layer powering your voice, chat and SMS agents.
Workflow triggers on resolution
Create cases, update CRM records and send notifications automatically after resolution.
SMS AI Agent
Engage customers over SMS
Handle two-way SMS conversations with an AI SMS agent that resolves inquiries and connects to your CRM in real time.
Conversational, not scripted blasts
Customers get responses based on what they say, not a one-size-fits-all flow.
CRM-connected at every step
Lookup account data, update records and trigger follow-ups without leaving the conversation.
Same knowledge, universal accuracy
The SMS agent draws from the same AI Knowledge Orchestration Layer as every other channel.
Explore the Capacity AI platform
Omnichannel AI Agents
Real Time Agent Assist
Analytics and Auto QA
Outbound Campaigns
250+ Integrations
AI Knowledge Orchestration
Trusted by 20,000+ organizations
Frequently asked questions
What are AI agents for inbound support?
AI agents for inbound support handle customer inquiries across voice, chat, SMS and email without requiring a live agent. They understand what the customer needs, retrieve accurate answers from connected knowledge sources and take action in your systems.
How do Capacity AI agents work?
Every Capacity AI agent connects to a central AI Knowledge Orchestration Layer. This layer indexes your knowledge sources, whether that’s your website, SharePoint, Salesforce, ServiceNow or a native knowledge base, and grounds every agent response in your actual content. You train the knowledge layer once and every agent across every channel automatically draws from it.
Which channels do Capacity AI agents support?
Capacity supports Voice IVA, Chat IVA, Email IVA and SMS IVA. All four channels run on the same knowledge layer, so answers are consistent regardless of where the customer reaches out.
How long does it take to deploy an AI agent?
Digital channels like chat and SMS typically go live in a matter of weeks when standard connectors are in place. Voice deployments are typically production-ready in 6 to 8 weeks. All deployments are supported by a partner-led implementation team with hypercare after launch.
Do I need to migrate my knowledge to use Capacity?
No. Capacity connects to knowledge where it already lives, including websites, SharePoint, Salesforce, ServiceNow and native knowledge bases. Existing permissions are honored automatically.
How is Capacity different from Cognigy, Genesys or Salesforce Agentforce?
Most alternatives either cover only one or two channels, require separate builds per channel or are locked to a specific ecosystem. Capacity is the only platform where one knowledge implementation powers all four inbound channels simultaneously, and where the same platform also includes agent assist, post-interaction QA and a built-in learning loop that continuously improves performance.
Can Capacity AI agents take action in my systems?
Yes. Beyond retrieving information, Capacity AI agents can create or update records in your CRM, open helpdesk tickets, trigger workflows and more through 250+ prebuilt integrations and custom connections.