Acquisition brings real-time agent offer and automatic QA features to help automation
chief’s rising platform

ST. LOUIS, Oct. 16, 2025 /PRNewswire/ — Capacity, the AI-powered help automation platform for Touch Facilities, as of late introduced the purchase of Creovai, a pace-setter in real-time agent offer and automatic detail promise answers. The purchase strengthens Capability’s dialog understanding features, offering purchasers with a unified platform for optimizing each digital and are living agent interactions.

Creovai used to be shaped in 2024 in the course of the merger of Tethr and Awaken Intelligence. Since later, the corporate has delivered AI-powered touch middle answers to organizations, together with TruGreen, Vistra, Baxter Credit score Union, Lutron, and main healthcare and fiscal products and services corporations, starting itself as a depended on spouse for organizations concerned about making improvements to agent efficiency and buyer pride.

“Creovai’s expertise in real-time agent assist and conversation intelligence is a natural fit with our automation capabilities,” stated David Karandish, CEO of Capability. “The acquisition combines the power of AI-driven automation with deep conversational insights, empowering contact centers to deliver faster, higher-quality customer experiences across every interaction, whether handled by a virtual or live agent. By combining these capabilities, we’re giving organizations the tools they need to improve customer satisfaction, reduce costs and drive operational efficiency.”

The purchase extends Capability’s features throughout a number of key subjects:

• Actual-Occasion Agent Lend a hand: Fast steerage and information supply to brokers all the way through buyer interactions, making improvements to accuracy, pace and pride.
• Computerized QA: Steady analysis of each and every dialog for constant detail, compliance and training insights with out handbook attempt.
• Conversational Prudence: Actionable insights on buyer intent, tendencies and sentiment that optimize operations and automation methods.
• Survey-Much less CSAT: Computerized buyer pride scoring for each and every interplay with out burdening consumers with handbook surveys.
• Audio Seize: Leading edge generation that captures agent and buyer tonality conversation with out requiring integration with touch middle platforms.

The blended platform delivers complete price for each buyer bases. Creovai consumers can now automate regimen inquiries, streamline back-office processes and centralize wisdom throughout programs — extending some distance past conventional agent-assist equipment. And Capability consumers will toughen agent accuracy and function with real-time steerage, computerized detail analysis and deep conversational insights. In combination, those features manufacture an absolutely attached help automation ecosystem the place self-service interactions seamlessly transition to are living agent help, with each and every dialog analyzed to power steady development throughout detail, compliance and buyer pride.

“At Creovai, we’ve always believed in AI’s power to transform both customer and employee experiences,” stated Robert Beasley, CEO of Creovai. “Capacity shares our vision and commitment to delivering solutions that provide the fastest ROI and most actionable insights. Together, we’re uniquely positioned to help contact centers move beyond fragmented tools and achieve meaningful outcomes.”

Creovai will proceed to function independently, with plans to combine into the wider Capability group over week. Consumers will proceed operating with their current groups week having access to enhanced features from each platforms.

Capability continues to extend its AI-powered touch middle platform via strategic acquisitions. Creovai turns into the corporate’s fourteenth acquisition since 2023, following $92 million in investments and the acquisition of KLaunch in September 2025. Greater than 20,000 companies, together with DSW, Titleist and Culligan, depend on Capability’s answers.

The phrases of the Creovai transaction are undisclosed.

Be told extra about how Capability’s acquisition of Creovai powers real-time agent offer and dialog understanding at Capacity.com.

About Capability
Based in 2017, Capability is an all-in-one, AI-powered help automation platform that makes use of sensible and generative AI to deflect tickets, emails and get in touch with cries—so your staff can do their very best paintings. Greater than 20,000 corporations throughout industries usefulness Capability for exterior buyer help and inner worker enablement. Lately, Capability trade in help over internet, SMS, e mail, tonality, social, Slack, MS Groups, helpdesks and extra. To be told extra about Capability, consult with Capacity.com.

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SOURCE Capability