Capacity vs Cassidy AI
Capacity uniquely has 8 features · Cassidy AI uniquely has 6 features.
| Capacity | Cassidy AI | |
|---|---|---|
| Company | ||
| Founded | 2017 | 2023 |
| HQ | St. Louis, USA | New York, USA |
| AI model | Combines internally hosted and in-house AI components with external models such as GPT-4; its private model option is based on Llama 3.1 | Multiple — OpenAI, Anthropic, Google (model-agnostic) |
| User base | 1.5M+ users across 20,000+ organizations | 20,000+ teams worldwide |
| Platforms | Web, Voice, SMS, Email, Chat | Web, Chrome Extension, Edge Extension, MS Word Add-on, MS Excel Add-on, Gmail Add-on, Outlook Add-on, Slack, Microsoft Teams, Google Chat, API, Browser Embed |
| Languages | English primary; multilingual support not publicly detailed | English primarily — multilingual not publicly stated |
| Pricing | ||
| Pricing model | Custom | Freemium |
| Free plan | No | Yes |
| Free trial | No | Yes |
| Starting price | — | Free — Starter |
| Enterprise | Custom | Custom — contact sales for Enterprise plan with white-glove onboarding, SSO, advanced RBAC, dedicated success manager, and solution engineering |
| All plans | CoreNot publicly statedProNot publicly statedEnterpriseNot publicly statedAI Agent UsageNot publicly stated usageAgent Assist & IntelligenceNot publicly stated usage | StarterFreeBusinessCustom |
| Positioning | ||
| Best for | Mid-market and enterprise contact centers seeking unified AI-powered customer support automation | Small teams and enterprises running AI automations at scale |
| Differentiator | Three-tiered plans with usage-based pricing layered on top for AI Agents, Agent Assist, and integrations; Enterprise includes HIPAA package and up to 2TB storage | Flexible AI credit and storage scaling with white-glove onboarding, private Slack channel, solution engineering, and tailored SLAs on Business plan |
| Competitors | Intercom, Zendesk, Salesforce Einstein, Freshdesk, Ada, Kore.ai | Moveworks, Microsoft Copilot Studio, Glean, Guru, Notion AI, Relay.app, Make.com |
| Features | ||
| AI Agent Builder | ✓ | — |
| Access to All Features (Business) | — | ✓ |
| Conversation Intelligence & Aqa | ✓ | — |
| Custom AI Credits & Storage | — | ✓ |
| Custom Seats & Workspaces | — | ✓ |
| Dedicated Success Manager | — | ✓ |
| Helpdesk & Automations | ✓ | — |
| Knowledge Base | ✓ | — |
| Live Chat & Inbox | ✓ | — |
| Premium Onboarding & Support | — | ✓ |
| Real Time Agent Assist | ✓ | — |
| Whatsapp Integration | — | ✓ |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✕ |
| Sentiment Analysis | ✓ | — |
| Ticket Management | ✓ | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | Salesforce, ServiceNow, Zendesk, Slack, Microsoft Teams, SharePoint, OneDrive, Box, Jira, HubSpot, NICE, RingCentral, AWS Connect, Workday, Zoom, Google Workspace, SAP, Avaya, Athenahealth, Asana | Slack, Microsoft Teams, Google Chat, Gmail, Outlook, MS Word, MS Excel, Chrome/Edge Extension, Salesforce, HubSpot, Intercom, Front, Google Drive, SharePoint, custom APIs, data warehouses |
| Salesforce | ✓ | ✓ |
| Slack | ✓ | ✓ |