Capacity, a unified customer experience automation platform provider, has updated its voice artificial intelligence agent with a human-like neural voice to deliver natural, conversational interactions while maintaining context throughout a call, drawing on the same knowledge layer that powers chat, SMS, email, and agent assist for a consistent experience across channels.
Capacity's voice offering combines specialized agents that can hand calls off to one another as customer needs change, more than 100 voices across 30 languages, speech recognition in 21 languages and shared infrastructure across voice, chat, SMS and email.
Key capabilities now include the following:
- Multi-Agent Teams: Behind the scenes, a team of customizable AI agents works together on a single call. If a conversation moves from billing to delivery to a refund, the right specialist takes over instantly while preserving the full context.
- AI Knowledge Orchestration: Every specialist pulls from one shared source of knowledge, the same knowledge layer supporting chat, SMS, email and agent assist.
- The Learning Loop: Every call is automatically scored and analyzed through conversation intelligence and automated quality assurance. Those insights feed back into the knowledge layer so the whole operation improves over time.
"Voice is where the customer experience gets tested," said David Karandish, founder and CEO of Capacity, in a statement. "Customers call because the easy answers have failed, meaning the conversation starts with more context, urgency and less patience. A strong voice experience has to understand what the customer needs, carry that context throughout the interaction and know when to bring in the right expertise. That continuity is what turns voice from a point of friction into a channel customers can actually trust."
When a call comes in, a front-door agent identifies the caller's intent and routes it to the right specialist. If the issue changes, agents can hand the conversation off while preserving context. If the issue still can't be resolved, the call escalates to a human representative. And because that representative is working from the same knowledge orchestration layer, Capacity's Real-Time Agent Assist surfaces the full interaction history and live, in-the-moment guidance the second the call lands in their queue. Neural text-to-speech technology also helps keep the experience natural and conversational.
Capacity Voice AI Agents are powered by the same knowledge orchestration layer as its chat, SMS, email and agent assist capabilities, allowing agents to access connected company knowledge and live systems in real time. This shared orchestration layer also powers CRM, analytics, and helpdesk automation.
After every interaction, Capacity's conversation and automated quality assurance analyze the conversation to identify recurring issues, knowledge gaps, and opportunities to improve both virtual and human agent performance. Those insights feed back into the broader knowledge layer, so the experience can improve as more interactions take place.