Capacity was founded in 2017 by David Karandish and Chris Sims, the team behind Answers.com (Jelli/Answers Corporation), to bring automation to the support function. Their idea was a support automation platform that captures organizational knowledge and uses it to instantly answer the questions employees and customers ask most, reducing the load on contact centers and helpdesks. Over time Capacity expanded from a knowledge-base assistant into a broader AI support operating system.
The platform connects to a company's documents, apps, databases and FAQs, then uses conversational AI to answer questions across web chat, SMS, email, voice and helpdesk tickets. Beyond answering, Capacity includes low-code workflow automation so teams can build processes that take action, such as collecting information, updating systems or escalating, without heavy engineering. For live agents, Capacity provides assist features that surface answers and next steps inside the conversation, blending deflection with agent productivity.
Capacity has grown both organically and through acquisitions, adding capabilities in contact-center quality and voice through deals such as Call Criteria and Verbio Technologies. This has expanded its reach into contact-center operations, where it targets ticket deflection, self-service and agent augmentation across regulated and mid-market enterprises. The company reports profitability with roughly $60 million in annual recurring revenue.
In 2024 and 2025 Capacity secured significant new capital, including a $50 million investment from Chicago Atlantic and a Series D that closed at about $42.6 million with participation from TVC Capital and Toloka.vc, among others. In total the company has raised more than $155 million across equity and debt. Led by repeat founder David Karandish, Capacity targets mid-market and enterprise teams that want a single platform spanning knowledge, conversational AI and automation for support.