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The AI Knowledge Orchestration Layer
Train once. Use everywhere.
The foundation of the Capacity platform. Connect your knowledge, data, and systems once and Capacity applies it across AI agents, agent assist, QA, conversational intelligence and outbound automation.
Why this matters
Most contact centers waste money managing four or five disconnected AI vendors, ach trained separately, each producing inconsistent answers across channels. The AI Knowledge Orchestration Layer eliminates that chaos by replacing it with a single knowledge foundation that every agent, workflow and channel draws from.
Get the highlights
Train once, use everywhere
Index your enterprise knowledge once and it instantly powers every Capacity product, no separate training pipelines per channel.
No knowledge drift
Update content at the source and every channel reflects it instantly. Consistent answers across chat, voice, email, SMS, agent assist, and QA.
Built on Capacity’s Own AI Stack
Proprietary ASR, TTS, and NLU – purpose-built for CX
Capacity in numbers
20K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
Connect to Your Knowledge
Your systems and data, unified in one layer
Capacity meets your knowledge where it lives. The Orchestration Layer connects to any enterprise system and indexes your content without moving or copying it.
Site search
Instantly index public website content in real time.
Native knowledge base
Store FAQs, articles, workflows and conversational flows directly in the Capacity platform.
Answer Engine®
Connect to and index third-party knowledge bases including SharePoint, ServiceNow and Salesforce.
App store and developer platform
Access 250+ pre-built integrations and build deep API integrations to any third-party system.
Update once, publish everywhere
When content changes at the source, the index reflects it across every channel simultaneously, no manual republishing.
Capacity’s Proprietary AI Stack
The AI engine, purpose-built for CX
The Orchestration Layer gives you access to advanced LLMs, ASR and TTS, with the flexibility to select the right combination for your use cases. Contact center-specific tuning options, including phrase boosting, pronunciation guides and term suppression, mean the models that power your interactions reflect your industry from the start.
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- Best-of-breed Large Language Models (LLMs)
- Automatic Speech Recognition (ASR)
- Text-to-Speech (TTS)
- Real-Time Transcription
- Call Progress Analysis
- Natural Language Understanding (NLU)
Ready to activate out of the box
Pre-built templates and blueprints covering common CX workflows, intents and conversational patterns mean your deployment starts with a proven foundation rather than a blank canvas.
One stack, every product
The same AI engine powers every Capacity product: no model-switching, no vendor stacking, and no inconsistency between channels.
Agentic Actions
More than retrieval, orchestration of real work
The AI Knowledge Orchestration Layer doesn’t just surface answers. Through the Developer Platform and 250+ prebuilt connectors, it pushes and pulls structured data, triggers processes in your systems of record and completes multi-step workflows end to end.
Agentic workflows
Configure complex sequences once, and Capacity AI agents can execute them on demand.
Automate repetitive work
Use AI agents to automate account lookups, identity verification, outbound interactions and more.
Integrate once, deploy everywhere
Set up an integration in the Developer Platform once and it is immediately available across every AI agent, workflow and automation.
Built-In Learning Loop
AI that gets smarter with every interaction
Because every Capacity product draws from the same foundation, every conversation across every channel feeds back into the same Orchestration Layer, improving AI agents and human agents simultaneously.
Continuous improvement
Insights from live interactions feed directly into AI agent optimization. New automation opportunities surface weekly through conversational intelligence.
Both sides get smarter
AI agents improve deflection and accuracy. Human agents receive real-time agent guidance informed by aggregate performance data.
Transparent AI
Full visibility across every AI decision
Every interaction, every AI step and every decision is logged, tracked and reportable. Operations teams have complete visibility into how knowledge is being used and how support can be improved.
No black box
Understand every decision the AI agent has made, where knowledge comes from and how to refine your prompts.
Built for enterprise governance
Audit trails, compliance reporting and role-based access ensure you always meet enterprise security and regulatory requirements.
Trusted by 20,000+ organizations
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AI Knowledge Orchestration
Frequently asked questions
What exactly is the AI Knowledge Orchestration Layer?
It is the intelligence foundation every Capacity product is built on, not a standalone tool you purchase separately. When you connect your knowledge to Capacity, that connection powers your AI agents, agent assist, QA, conversational intelligence and outbound campaigns simultaneously. It is the reason all of those products draw from the same source of truth rather than running on separate data pipelines.
How is this different from connecting a knowledge base to a chatbot?
A knowledge base connected to a chatbot is one data source powering one channel. The AI Knowledge Orchestration Layer connects to any number of sources across your enterprise, indexes that content without moving or copying it, and deploys it across every product and channel at once. It also gives you control over whether AI behaves deterministically, generatively or as a blend in the same flow.
Does Capacity use its own AI models?
Yes. The Orchestration Layer is powered by Capacity’s proprietary AI stack, best-of-breed LLMs, ASR, TTS, real-time transcription, NLU, call progress analysis and screen recording, all built and tuned for contact center workloads. You are not paying for a wrapper on someone else’s models.
Do I have to migrate my knowledge into Capacity?
No. The Orchestration Layer indexes content where it lives. Your existing SharePoint sites, ServiceNow articles, Salesforce data and website content stay in place. When content updates at the source, the index updates everywhere.
How long does implementation take?
Because the AI foundation is pre-trained for CX use cases and the Developer Platform handles integrations once rather than per channel, most clients deploy in weeks, not months.
Can I use Capacity alongside my existing systems?
Yes. The Orchestration Layer is system agnostic and connects to any enterprise stack. Most clients keep their existing CCaaS, helpdesk and CRM in place and use Capacity as the unifying intelligence layer on top.