1. [Home](https://www.g2.com/) 2. ... 3. [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) 4. [Capacity Discussions](https://www.g2.com/products/capacity/discuss) [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_acb25bb9e3b8324a036c4b6e6f797f14/capacity.png "Product Avatar Image") ](/products/capacity/reviews) [ Capacity ](/products/capacity/reviews) (119)4.7/5 Capacity is a unified CX Automation Platform engineered to eliminate the operational chaos of rising support costs, fragmented technology, and increasing customer expectations. Built specifically for the modern contact center, Capacity connects your enterprise knowledge, data, and systems into a single AI Knowledge Orchestration Layer. This "train once, use everywhere" approach allows organizations to power virtual agents, agent assist, and outbound campaigns from one unified source of truth, ensuring consistent and accurate answers across every channel including customers that have saved $1.5M in support costs, reduced AHT by 19%, and raised CSAT by 30%. Our Solution Suites Capacity replaces the need for 4–5 disconnected AI point solutions with an integrated end-to-end platform: AI Agent Suite (Inbound): Delivers 24/7 automated support across voice, chat, email, and SMS. Designed to deflect high volumes of repetitive inquiries, significantly reducing the cost-to-serve while improving CSAT. DSW, one of North America's largest footwear retailers, partnered with Capacity to create automated, personalized experiences across 500+ locations, saving $1.5M in support costs and improving CSAT by 30%. Agent Assist Suite: Empowers human agents during live interactions with real-time guidance, instant answers, and next-best-action recommendations. Reduces Average Handle Time (AHT) and accelerates agent speed-to-competency. Independent research shows AI guidance built from top-performer behavior lifts agent productivity 14% on average and up to 34% for the newest agents making it one of the fastest ways to close the experience gap when attrition runs high. Post-Interaction Suite: Automates manual post-call work through Automated QA, which scores 100% of interactions versus the 1–2% industry average for manual QA programs and Interaction Summaries that generate concise conversation logs for supervisors and downstream systems. Outbound Campaigns: Drives revenue by automating proactive outreach via SMS and voice. Culligan booked 3,000+ meetings within their first 60 days, including 50+ appointments over weekends, generating $650K in tied revenue without adding headcount. Why Leading Contact Centers Choose Capacity Unified Intelligence: Unlike vendors that offer siloed tools for different channels, Capacity provides one implementation, one workflow, and one dashboard. Data-Driven Design: We use conversational intelligence to analyze your existing call transcripts and chat logs, ensuring your virtual agents are purpose-built on real performance data rather than guesswork. Continuous Optimization: Our built-in Learning Loop identifies new automation opportunities and coaching needs weekly. Because 91% of AI models degrade in accuracy over time when left static, the platform is designed to get smarter with every interaction instead of quietly drifting — catching and correcting issues before they reach customers at scale. Rapid Time to Value: Leveraging a pre-trained conversational AI foundation (including proprietary LLMs, ASR, and TTS), Capacity can be deployed in weeks, not months. Proven Results: Thrasio cut QA costs by $260K annually and raised CSAT from 89% to 97% after reaching 100% interaction coverage. DSW saved $1.5M in support costs and improved CSAT by 30%. Culligan booked 3,000+ meetings in their first 60 days, generating $650K in tied revenue. By unifying the entire customer journey, from proactive outreach to post-interaction analysis , Capacity helps organizations scale efficiently, reduce operational costs and deliver exceptional service. Show More * * * ### 80.0 Nps Score Already have Capacity? ### All Capacity Discussions Search Most CommentedMost HelpfulCommon QuestionsNewest All DiscussionsDiscussions with CommentsCommon QuestionsDiscussions without Comments FilterFilter Filter byExpand/Collapse Sort by Most Commented Most Helpful Common Questions Newest Filter by All Discussions Discussions with Comments Common Questions Discussions without Comments ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • about 3 years ago More Options - [ # What is LumenVox Automated Speech Recognition (ASR) used for? ](/discussions/what-is-lumenvox-automated-speech-recognition-asr-used-for) What is LumenVox Automated Speech Recognition (ASR) used for? [ Voice Recognition Software ](https://www.g2.com/tags/voice-recognition-software)[ Genesys AppFoundry Marketplace ](https://www.g2.com/tags/genesys-appfoundry-marketplace) * * * (true)\<0\>0\>Upvotes (false) * * * 0 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+Capacity+questions+and+get+answers+from+expert+users+in+our+Capacity+Discussions+section.&title=Capacity+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=Capacity+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=Capacity+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss%0aAsk+Capacity+questions+and+get+answers+from+expert+users+in+our+Capacity+Discussions+section.) 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[ Genesys AppFoundry Marketplace ](https://www.g2.com/tags/genesys-appfoundry-marketplace)[ Communication Platform as a Service (cPaaS) Platforms ](https://www.g2.com/tags/communication-platform-as-a-service-cpaas-platforms)[ SMS Marketing Software ](https://www.g2.com/tags/sms-marketing-software) * * * (true)\<0\>0\>Upvotes (false) * * * 0 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+Capacity+questions+and+get+answers+from+expert+users+in+our+Capacity+Discussions+section.&title=Capacity+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=Capacity+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=Capacity+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss%0aAsk+Capacity+questions+and+get+answers+from+expert+users+in+our+Capacity+Discussions+section.) 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[ Genesys AppFoundry Marketplace ](https://www.g2.com/tags/genesys-appfoundry-marketplace)[ Communication Platform as a Service (cPaaS) Platforms ](https://www.g2.com/tags/communication-platform-as-a-service-cpaas-platforms)[ SMS Marketing Software ](https://www.g2.com/tags/sms-marketing-software) * * * (true)\<0\>0\>Upvotes (false) * * * 0 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+Capacity+questions+and+get+answers+from+expert+users+in+our+Capacity+Discussions+section.&title=Capacity+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=Capacity+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=Capacity+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss%0aAsk+Capacity+questions+and+get+answers+from+expert+users+in+our+Capacity+Discussions+section.) 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[ Digital Customer Service Platforms ](https://www.g2.com/tags/digital-customer-service-platforms)[ Q&A Platforms ](https://www.g2.com/tags/q-amp-a-platforms)[ Conversational Support Software ](https://www.g2.com/tags/conversational-support-software)[ Contact Center Knowledge Base Software ](https://www.g2.com/tags/contact-center-knowledge-base-software) [ Chatbots Software ](https://www.g2.com/tags/chatbots-software)[ Live Chat Software ](https://www.g2.com/tags/live-chat-software)[ help desk software ](https://www.g2.com/tags/help-desk-software)[ Customer Self-Service Software ](https://www.g2.com/tags/customer-self-service-software) Show More * * * (true)\<0\>0\>Upvotes (false) * * * 1 Comment [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+Capacity+questions+and+get+answers+from+expert+users+in+our+Capacity+Discussions+section.&title=Capacity+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=Capacity+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=Capacity+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss%0aAsk+Capacity+questions+and+get+answers+from+expert+users+in+our+Capacity+Discussions+section.) 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Answer a few questions to help the Capacity community [ Yes ](javascript:void(0))[ Yes ](https://www.g2.com/login?context=product_review&return_to=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fcapacity%2Fdiscuss%3Fsmall_ask%3Dcapacity) No