Capacity Expands AI-Powered Support Automation with Creovai Acquisition
Capacity, a leading provider of AI-driven support automation, has announced the acquisition of Creovai, a company specializing in conversational intelligence and agent enablement tools. This strategic move aims to further reduce costs and drive operational efficiency for contact centers.
The integration of CreovaiS technology considerably enhances Capacity’s platform across several key areas. These include Real-time Agent Assist, providing agents with instant access to knowledge and guidance during customer interactions to improve accuracy and satisfaction; Automated QA, offering continuous, automated evaluation of conversations for quality control, compliance, and coaching opportunities; Conversational Intelligence, delivering actionable insights into customer intent, trends, and sentiment to optimize operations and automation; Survey-Less CSAT, automating customer satisfaction scoring without the need for traditional surveys; and Audio capture, a novel technology capturing voice communication without requiring integration with existing contact center infrastructure.
This combined platform offers significant benefits to both customer bases. Creovai users will gain the ability to automate routine tasks, streamline back-office processes, and centralize knowledge management - capabilities extending beyond typical agent-assist solutions. Capacity customers, in turn, will benefit from improved agent performance through real-time guidance, automated quality assurance, and deeper conversational analysis. The result is a unified support automation ecosystem where self-service seamlessly connects with live agent support, and every interaction is analyzed to continuously improve quality, compliance, and customer satisfaction.
“Creovai has always been driven by the belief in AI’s transformative power for both customers and employees,” stated Robert Beasley, CEO of Creovai. “Capacity shares this vision and commitment to delivering solutions that offer rapid ROI and actionable insights. Together,we are uniquely positioned to help contact centers move beyond siloed tools and achieve tangible results.”
Creovai will continue to operate as an independent entity initially, with a phased integration into the broader Capacity association planned over time.Customers will maintain their existing support teams while gaining access to the expanded capabilities of both platforms.
This acquisition marks Capacity’s fourteenth as 2023, following $92 million in investments and the acquisition of KLaunch in September 2025, demonstrating the company’s continued investment in expanding it’s AI-powered contact center platform. Over 20,000 businesses, including prominent names like DSW, Titleist, and Culligan, currently rely on Capacity’s solutions.
The financial details of the Creovai transaction remain confidential.
For more facts, please visit: https://www.creovai.com/ and http://Capacity.com.
About Capacity
Founded in 2017, Capacity is a complete, AI-powered support automation platform leveraging both practical and generative AI to reduce ticket volume, email inquiries, and phone calls, empowering teams to focus on their best work. Serving over 20,000 companies across diverse industries, Capacity provides support across web, SMS, email, voice, social media, Slack, MS Teams, and various helpdesk systems.learn more about Capacity or connect with a specialist at https://try.capacity.com/capacity-acquires-creovai/.