Capacity

“What comes from the people is tenacity and knowledge. From bringing in the loans to getting it over the finish line, it’s a team sport.”

“We’ve invested heavily in technology, and it’s evolving the way we do business.”

“In the banking industry, our workforce has to learn more and more, year after year because we continue to add various channels, products, and ways our team can access information and conduct a transaction. We introduced the Capacity platform to ensure our team has access to the information and knowledge they need.”

“When customers visit our website, they’re coming for knowledge, not just information. We would never let someone come into a branch office without being greeted or helped, so we’re using Capacity to ensure our website visitors get the same treatment.”

“Work with Capacity, or at a minimum, consult Capacity on knowledge base inefficiencies for your clients and internal teams. Capacity’s team does an amazing job in seeking to understand your pain points and customize their solutions to best support your ever-changing needs.”

“At a time when productivity and saving money are paramount to retaining your business, take a look at all of the inefficient processes your staff do daily, talk to Capacity, and turn those inefficiencies into a gain in dollars and time by transitioning your team to more important tasks.”

““At the end of the day, it’s about making each contact center interaction better. It’s clear that the text option for discount coupons meets our customer’s preference for SMS. Overall, business texting has improved agent efficiency and service level, further enhancing our customer experience.””

“I’ve been at Johnsonville for seven years and have gone from not working at all with AI to it now being my trusted buddy at work.”

“You can’t catch the Capacity Answer Engine® in a hallucination, because it shows you literally what it has found, and it’s the original document”

“Technology like this helps level the playing field for us, the little person, who’s fighting against billion-dollar companies—so I love the fact that we’ve got tech on our side.”

“The one asset you cannot get back is time. But you can get more of it, and use it more efficiently [with Capacity]. That to me is the single most important factor about leveraging technology from the good folks at Capacity.”

““Our knowledge base [became] the first stop for all information. I love the flexibility and customization that each department can add. It is a fantastic way to distribute information as quickly as needed. Capacity has made this an easy transition, walking us through each step!””

“Capacity enabled us to handle more calls at less cost and deliver exactly what our members need.”

““It helps our team with any questions they might have about our employee website.””

““The chat feature has reduced the number of calls we get at the front desk, which really helps increase our check-in and checkout times,” said Sarah.”

““The use of tech has helped make healthcare more patient-friendly,” said Sarah. “With tools like Capacity, patients can quickly find information about healthcare options, insurance, and all the services we provide.””

“AI and big data will likely further improve healthcare by anticipating the needs of patients and providers and offering resources that maximize the experience.”

“We are seeing greater and greater success with [the questions answered by Capacity]. These are all questions that a live person did not have to answer for someone, so it’s a definite lift for all our teams.”

“Most questions come from one-off scenarios, and those would end up going towards managers that are already busy. Capacity helps us give our sales and production staff full answers and links to resources with more information. That frees up time for managers, and now people can get answers in seconds, versus hours.”

“Now, we are able to streamline our process by auditing only around 200-300 tickets to identify issues,” she says. “And then, once we build new categories to track those issues in Capacity, quantifying them becomes easier and more efficient.”

“It allows an associate to look at a ticket and say, ‘Maybe I should respond to this differently.’ Having that predictive score and an extra layer of review has helped us increase our CSAT from 89 to 97%.”

“It makes our analysis more efficient and allows us to focus on improving the most important areas of our customer experience.”

““Nothing falls through the cracks, and responsiveness is really great. We have two or three people available that can respond to patients quickly. If we leave our patients a voicemail, we might never hear back from them at all. Capacity is a game-changer.””

“Working with Capacity has definitely been a positive experience for us. They’ve given us the flexibility to provide multiple communication options for our customers.”

““As we have expanded this out to our dealer network they have leaned in and they have said they want to see more AI and possibilities from AI.””