Capacity vs CoSupport AI
Capacity uniquely has 8 features · CoSupport AI uniquely has 8 features.
| Capacity | CoSupport AI | |
|---|---|---|
| Company | ||
| Founded | 2017 | 2020 |
| HQ | St. Louis, 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 | Proprietary (USPTO-patented architecture US11823031B1) |
| User base | 1.5M+ users across 20,000+ organizations | 300+ brands |
| Platforms | Web, Voice, SMS, Email, Chat | Email, Chat, Apps, Social, Voice |
| Languages | English primary; multilingual support not publicly detailed | 40+ |
| Pricing | ||
| Pricing model | Custom | Usage-based |
| Free plan | No | No — 30-day free pilot with 1,000 free AI responses, not a permanent free tier |
| Free trial | No | Yes — 30-day pilot (1,000 free responses, no charge) |
| Starting price | — | $0.04/response |
| Enterprise | Custom | Custom — enterprise/custom volume pricing available on request |
| Refund policy | — | Full refund if AI does not hit 60% resolution rate by day 60 of service |
| All plans | CoreNot publicly statedProNot publicly statedEnterpriseNot publicly statedAI Agent UsageNot publicly stated usageAgent Assist & IntelligenceNot publicly stated usage | Resolution-Basedfrom $0.19 per resolved ticket usageServer-Basedfrom $99/moResponse-Basedfrom $0.04 per response usage |
| Positioning | ||
| Best for | Mid-market and enterprise contact centers seeking unified AI-powered customer support automation | High-volume customer support teams seeking AI-resolved ticket automation |
| 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 | Three pricing models: resolution-based (pay per resolved ticket), server-based (flat monthly fee), and response-based (pay per AI reply); voice AI agent documented in legal terms powered by ElevenLabs |
| Competitors | Intercom, Zendesk, Salesforce Einstein, Freshdesk, Ada, Kore.ai | Intercom Fin, Zendesk AI, Freshdesk Freddy AI, Tidio, Forethought |
| Features | ||
| AI Agent Builder | ✓ | — |
| Conversation Intelligence & Aqa | ✓ | — |
| Helpdesk & Automations | ✓ | — |
| Knowledge Base | ✓ | — |
| Live Chat & Inbox | ✓ | — |
| Real Time Agent Assist | ✓ | — |
| Resolution Based Pricing | — | ✓ |
| Response Based Pricing | — | ✓ |
| Server Based Pricing | — | ✓ |
| Unlimited AI Responses (Server Plan) | — | ✓ |
| Voice AI Agent | — | ✓ |
| Volume Discounts | — | ✓ |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | — | ✓ |
| 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 | Zendesk, Freshdesk, Zoho Desk, Intercom, Salesforce, Shopify, Slack |
| Salesforce | ✓ | ✓ |
| Shopify | — | ✓ |
| Slack | ✓ | ✓ |