Capacity, the AI-powered support automation platform for Contact Centers, has announced the acquisition of Creovai, a leader in real-time agent assist and automated quality assurance solutions. The acquisition strengthens Capacity's conversation intelligence capabilities, providing clients with a unified platform for optimizing both virtual and live agent interactions.
Creovai was formed in 2024 through the merger of Tethr and Awaken Intelligence. Since then, the company has delivered AI-powered contact center solutions to leading organizations, including TruGreen, Vistra, Baxter Credit Union, Lutron, and major healthcare and financial services companies, establishing itself as a trusted partner for organizations focused on improving agent performance and customer satisfaction.
"Creovai's expertise in real-time agent assist and conversation intelligence is a natural fit with our automation capabilities," said David Karandish, CEO of Capacity. "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 acquisition extends Capacity's capabilities across several key areas:
- Real-Time Agent Assist: Instant guidance and knowledge delivery to agents during customer interactions, improving accuracy, speed and satisfaction.
- Automated QA: Continuous evaluation of every conversation for consistent quality, compliance and coaching insights without manual effort.
- Conversational Intelligence: Actionable insights on customer intent, trends and sentiment that optimize operations and automation strategies.
- Survey-Less CSAT: Automated customer satisfaction scoring for every interaction without burdening customers with manual surveys.
- Audio Capture: Innovative technology that captures agent and customer voice communication without requiring integration with contact center platforms.
The combined platform delivers comprehensive value for both customer bases. Creovai customers can now automate routine inquiries, streamline back-office processes and centralize knowledge across systems — extending far beyond traditional agent-assist tools. And Capacity customers will improve agent accuracy and performance with real-time guidance, automated quality evaluation and deep conversational insights. Together, these capabilities create a fully connected support automation ecosystem where self-service interactions seamlessly transition to live agent support, with every conversation analyzed to drive continuous improvement across quality, compliance and customer satisfaction.
"At Creovai, we've always believed in AI's power to transform both customer and employee experiences," said 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 continue to operate independently, with plans to integrate into the broader Capacity organization over time. Customers will continue working with their existing teams while gaining access to enhanced capabilities from both platforms.
Capacity continues to expand its AI-powered contact center platform through strategic acquisitions. Creovai becomes the company's fourteenth acquisition since 2023, following $92 million in investments and the acquisition of KLaunch in September 2025. More than 20,000 businesses, including DSW, Titleist and Culligan, rely on Capacity's solutions.
The terms of the Creovai transaction are confidential.
For more information on how Capacity's AI-powered support automation platform helps teams do their best work, visit Capacity.com.
About Capacity
Founded in 2017, Capacity is an all-in-one, AI-powered support automation platform that uses practical and generative AI to deflect tickets, emails and phone calls—so your team can do their best work. More than 20,000 companies across industries use Capacity for external customer support and internal employee enablement. Today, Capacity offers support over web, SMS, email, voice, social, Slack, MS Teams, helpdesks and more. Learn more about Capacity or talk to a specialist.
Frequently Asked Questions
What does the Capacity acquisition of Creovai mean for contact centers?
The acquisition combines Capacity’s AI-powered automation platform with Creovai’s real-time agent assist and conversation intelligence capabilities. This creates a unified solution that optimizes both self-service and live agent interactions, helping contact centers improve efficiency, quality, and customer satisfaction.
How does the combined platform improve agent performance?
The platform delivers real-time agent guidance during customer interactions, automated quality assurance across every conversation, and actionable behavioral insights. This ensures agents receive immediate support, consistent coaching, and data-driven feedback to improve accuracy and speed.
What new capabilities are available after the acquisition?
The combined solution includes real-time agent assist, automated QA, conversational intelligence, survey-less CSAT scoring, and audio capture technology. Together, these tools create a connected support ecosystem where every interaction is analyzed and optimized.
How does this acquisition bridge the gap between automation and live support?
The platform enables seamless transitions between virtual agents and live agents. Routine inquiries can be automated, while complex interactions are supported with real-time guidance and analytics, ensuring consistent quality across all channels.
Will Creovai customers be affected by the acquisition?
Creovai will continue operating independently while gradually integrating with Capacity. Customers will keep working with their existing teams and gain access to expanded automation and intelligence capabilities from both platforms.
How does the combined platform drive ROI for contact centers?
By automating routine tasks, improving agent performance, and continuously analyzing conversations, the platform helps reduce operational costs, increase efficiency, and improve customer satisfaction—delivering measurable ROI faster.
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