Story of Capacity: Founder and CEO - David Karandish
Story of Capacity:
Recognizing the Problem
David Karandish, fresh from successfully selling Answers
Corporation, realized workplaces were drowning in repetitive queries and
disconnected knowledge systems. Employees spent hours looking for information
trapped in emails, documents, and apps a major barrier to productivity.
An Idea for a Solution
Determined to solve this inefficiency, David teamed up with
Chris Sims and founded Capacity in St. Louis as part of the Equity.com
incubator. Their goal: build an AI-native helpdesk that could unify company
knowledge and automate routine support, freeing people for meaningful work.
Building the First AI Helpdesk
Capacity launched its platform, capable of learning from
interactions between customers and employees. The software could handle
requests across multiple channels—chat, SMS, email, and voice—solving common
problems instantly and learning to improve after every question.
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Smart Automation Takes Center Stage
Capacity integrated with hundreds of business tools like
CRMs and helpdesks. Its AI could now drive automated responses for up to 90% of
customer inquiries, allowing support teams to focus on complex or strategic
issues instead of handling endless tickets.
Empowering Agents and Teams
With features like live Agent Assist and real-time coaching,
Capacity equipped human agents with instant access to company knowledge and
AI-powered suggestions, improving customer experience while boosting team
performance and job satisfaction.
Expanding Workflow Automation
Capacity introduced workflow automation tools to handle
escalations, trigger follow-ups, and initiate processes—all without manual
intervention. The platform streamlined business operations in finance, retail,
healthcare, and education sectors.
Unifying Knowledge for Instant Answers
Capacity’s robust, unified knowledge base ensured that users
never had to answer the same question twice. Answers given by support agents
were stored and mapped, so future queries could be instantly resolved by the
virtual agent.
Analytics for Continuous Improvement
Detailed analytics and reporting features tracked every
interaction, helping organizations spot gaps, optimize support, and strengthen
customer loyalty through data-driven decision making.
Supporting Global Leaders
By 2024, Capacity’s platform was trusted by over 20,000
organizations worldwide, including giants in banking, retail, health care, and
education such as Amex, Nike, Disney, and Nvidia.
Looking Ahead with AI
Capacity continues to innovate, integrating with over 250
tools for seamless workflows, prioritizing enterprise security, and delivering
transformative support automation for both internal teams and customers.
Timeline for Capacity’s Story:
- 2016:
David Karandish explores workplace inefficiency after selling Answers
Corporation.
- 2017:
Capacity (formerly Jane.ai) is founded in St. Louis, backed by Equity.com.
- 2018:
Launch of the AI-powered helpdesk, learning from every interaction.
- 2019:
Integrations and automation of most customer inquiries improve efficiency.
- 2020:
Agent Assist and live coaching features boost team performance.
- 2021:
Workflow automation transforms support and business processes.
- 2022:
Unified knowledge base provides instant, repeatable answers.
- 2023:
Advanced analytics help organizations optimize customer support.
- 2024:
Over 20,000 customers adopt Capacity for support automation.
- 2025:
Continued innovation in AI-driven enterprise support
