Lucy

Name

Lucy

Legal name

AI Software, LLC

Website

https://lucy.ai

Company type

Private

Founded year

2017

Operating status

Operating

Headcount range

11–50 employees

Ownership category

akta.pro rank

Product category

Enterprise Search & Knowledge Management

NAICS

Information (51)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC)

akta.pro secondary industries

Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL), AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO)

Keywords

• Enterprise search software
• Knowledge management platform
• AI customer support
• Contact center automation
• Workflow automation

Headquarters

HQ city

Minneapolis

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations

Revenue model

1. SaaS Subscription: Annual or monthly subscription-based access to the Capacity platform with various tiers based on users or features. Services automatically renew unless 60-day non-renewal notice is provided.

Pricing tiers

Go-to-market motion1 record

Distribution channels2 records

Marketing channels7 records

Core offering

Capacity is an AI-powered knowledge management and customer interaction platform that provides an Answer Engine delivering instant answers from organizational data across 50+ data sources. The platform orchestrates AI agents across chat, voice, SMS, email, and web channels to automate, assist, analyze, and engage in customer interactions. It includes real-time agent assist tools, conversation intelligence, and 270+ native integrations for enterprise customer service operations.

Product overview

Capacity is a unified AI customer interaction platform designed for enterprise customer service and support operations. The platform uses a platform-plus-modules architecture built on AI Knowledge Orchestration, with 270+ native integrations connecting to enterprise systems. The core platform includes the Answer Engine for AI-powered enterprise search, supplemented by AI Agents (Chat, Voice, SMS, Email, Web) that automate customer interactions across every channel. Agent Assist tools (Real-time Agent Assist, Agent Guidance, Transcription, Screen Recording) empower human agents during live interactions. Analytics modules (Auto QA, Conversation Intelligence, AI CSAT, Agent Coaching, Interaction Summaries) provide insights and quality assurance. Outbound capabilities (SMS Campaigns, Voice Campaigns, WhatsApp Campaigns) enable proactive customer engagement. Additional tools include Automations, Workflows, CRM, Helpdesk, LiveChat, Knowledge Base, Quality Monitoring, Cobrowse, Call Recording, Scheduling, Surveys, Payments, and Social Media Automation. The platform serves industries including Automotive, Beauty, BPO, CPG, Retail, Education, Banking, Insurance, Healthcare, Mortgage, and Software, with solutions for Contact Centers, Customer Support, HR & Ops, IT Support, and Sales & Marketing teams.

Differentiator

Problem solved

Functional benefit

Products and services

• Answer Engine AI-powered enterprise search and knowledge management system that provides instant answers from organizational knowledge bases, supporting natural language questions, federated search across 50+ data sources, and source citations showing exact location within source files.
• Chat AI Agent AI-powered chatbot that automates customer interactions via chat, resolving queries and deflecting support tickets without human intervention. Targets enterprise customer support teams.
• Voice AI Agent AI-powered voice agent for phone-based customer interactions, handling calls with intelligent responses, speech synthesis, and automation for contact center operations.
• SMS AI Agent AI-powered SMS automation for customer interactions via text messaging, enabling automated responses and support over SMS channels.
• Email AI Agent AI-powered email automation for handling customer email inquiries, providing automated responses and case management for support teams.
• AI Knowledge Orchestration Platform foundation for AI-powered knowledge management, connecting organizational knowledge across systems and channels. Orchestrates AI knowledge across every customer interaction channel.
• AI Development Platform Developer platform for building custom integrations and extensions on the Capacity platform, with public API support and customizable webhooks for event-driven integrations.
• Helpdesk Helpdesk software for managing support tickets, inquiries, and customer service workflows, with AI-powered automation capabilities.
• Knowledge Base AI-powered knowledge base software for creating, managing, and delivering self-service support content with automatic indexing and categorization.
• Web Agent AI-powered web agent for automated customer interactions on websites, providing intelligent virtual agent capabilities.

Quantifiable outcome

• Teams waste 20-25% of their time searching for information
• +1 more outcomes

Named customers2 records

Segments10 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration105 records

AI capability11 records

Feature8 records

Partnerships

Two partnerships are on record, tiered core and minor.

• 8x8coreTechnology or Integration · 1 January 20268x8 named Capacity their 2026 Global Technology Partner of the Year, recognizing excellence in contact center AI worldwide. This partnership involves integration between Capacity's AI platform and 8x8's contact center solutions.
• AvantminorChannel Partner/ Reseller/ DistributorTyler Thompson, Channel Director of CX and AI at Avant, stated that Capacity has been a great partner demonstrating commitment to collaboration and innovation with unique ability to deliver solutions for both audiences seamlessly.

Scale indicators5 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Zendesk: Zendesk is a large customer service and contact center platform now layering in generative AI agents and knowledge management, competing with Capacity across helpdesk, AI agents, and knowledge base modules.
• Genesys: Genesys is a major contact center-as-a-service platform with native AI capabilities for agent assist and conversational AI, an established incumbent against Capacity's contact center AI offerings (and a partner via native integration).

Direct peers

• Cresta: Cresta provides AI-powered agent assist, conversation intelligence, and generative AI for contact centers — a directly overlapping product suite with Capacity's Real-time Agent Assist, Auto QA, and Conversation Intelligence modules.
• Observe.AI: Observe.AI offers conversation intelligence, agent coaching, and AI quality monitoring for contact centers, directly competing with Capacity's Conversation Intelligence, Auto QA, and Agent Coaching modules.
• Forethought: Forethought provides AI agents, ticket routing, and agent assist for customer support teams — closely comparable to Capacity's Chat AI Agent, Real-time Agent Assist, and Answer Engine for support deflection.
• Ada: Ada is an AI-powered customer service automation platform with chat and voice bots, comparable to Capacity's multi-channel AI Agents (Chat, Voice, SMS, Email) and AI Knowledge Orchestration.
• Cognigy: Cognigy provides a conversational AI platform with voice and chat bots and agent assist for enterprise contact centers, directly overlapping with Capacity's AI agent portfolio and orchestration layer.
• Kore.ai: Kore.ai offers an enterprise conversational AI platform with virtual agents, agent assist, and search — overlapping with Capacity's AI agents across channels and Answer Engine for knowledge retrieval.
• Moveworks: Moveworks provides AI knowledge management and employee support automation, closely parallel to Capacity's Answer Engine and AI agents used for HR & Ops and IT Support use cases.
• Glean: Glean is an enterprise AI search and knowledge management platform, comparable to Capacity's Answer Engine for federated search across SaaS systems with AI-powered answers and source citations.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/LucyAssists
• Facebookfacebook.com/capacityai
• LinkedInlinkedin.com/company/teamcapacity
• Instagraminstagram.com/gocapacity

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds3 records

Investors5 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Lucy