About
Creovai is an AI-powered contact center and customer support platform that has merged with Capacity to deliver end-to-end intelligent automation for enterprise teams. The platform provides Intelligent Virtual Agents capable of handling customer interactions across every major channel — chat, email, SMS, voice, and web — without human intervention. For live support scenarios, Agent Assist delivers real-time coaching, monitoring, and AI-generated suggestions to help agents resolve issues faster and more accurately. Creovai's Conversational AI layer includes speech recognition, branded voice capabilities, sentiment analysis, and biometric authentication, making it suited for sophisticated voice and IVR deployments. Campaigns and Workflow Automation tools allow teams to streamline repetitive processes, automate outreach, and connect CRM, scheduling, payments, and survey systems through a low-code dev platform. Insights and Analytics provide performance tracking, AutoQA for call quality, and predictive analytics to continuously optimize customer interactions. The platform integrates with 250+ prebuilt connectors and includes enterprise-grade security. Creovai serves industries including banking, insurance, retail/ecommerce, automotive, education, and BPOs. It is designed for contact center leaders, customer support operations, HR teams, IT support, and sales and marketing organizations looking to significantly reduce call volume and improve customer experience through AI.
Key Features
- Intelligent Virtual Agents: Fully automated AI agents handle customer inquiries across chat, voice, email, SMS, and web channels without human intervention, dramatically reducing support ticket volume.
- Real-Time Agent Assist: Provides live agents with AI-generated suggestions, coaching prompts, and monitoring during customer interactions to accelerate resolution and improve quality.
- Conversational AI with Speech Recognition: Includes speech recognition, branded voice synthesis, sentiment analysis, and biometric authentication for sophisticated voice-channel and IVR deployments.
- Campaigns & Workflow Automation: Automates repetitive operational tasks, customer outreach campaigns, and back-office processes through a low-code workflow builder and dev platform.
- Insights, Analytics & AutoQA: Tracks contact center KPIs, provides predictive analytics, and automates quality assurance reviews to continuously optimize agent and bot performance.
Use Cases
- Deflecting high-volume inbound support calls with AI virtual agents that resolve common customer queries across chat and voice without human intervention
- Empowering live contact center agents with real-time AI suggestions and coaching during customer calls to reduce average handle time
- Automating outbound campaigns and follow-up workflows for sales, collections, or customer satisfaction surveys
- Providing 24/7 self-service support for banking or insurance customers needing account information, claims status, or authentication
- Streamlining HR and IT helpdesk operations with AI-powered employee support bots that handle onboarding, benefits inquiries, and tech support tickets
Pros
- Omnichannel Coverage: Supports chat, voice, email, SMS, and web from a single platform, eliminating the need for separate point solutions per channel.
- 250+ Prebuilt Integrations: Connects out of the box with CRMs, scheduling tools, payment systems, and hundreds of other enterprise applications, speeding deployment.
- End-to-End Automation: Covers the full support lifecycle — from self-service deflection to live assist to post-call QA — within one cohesive AI platform.
- Enterprise-Grade Security: Built with robust security features including biometric authentication and compliance controls suited for regulated industries like banking and insurance.
Cons
- Enterprise Pricing: Designed for mid-to-large contact center operations; pricing and complexity may be prohibitive for small businesses or startups.
- Implementation Complexity: The breadth of features across channels, workflows, and integrations means onboarding and configuration can require significant time and technical resources.
- Limited Public Pricing Transparency: Pricing details are not publicly listed, requiring a sales demo to get a quote, which may slow evaluation for procurement teams.
Frequently Asked Questions
What is Creovai and how does it relate to Capacity?
Creovai is an AI contact center platform that has merged with Capacity, a St. Louis-based AI company founded in 2017. The combined platform operates under the Capacity brand and delivers intelligent virtual agents, agent assist, and automation capabilities for enterprise customer support teams.
What channels does Creovai support?
Creovai supports customer interactions across chat, email, SMS, voice (phone/IVR), and web self-service portals — all managed from a unified AI platform.
Can Creovai integrate with our existing CRM and helpdesk tools?
Yes. Creovai offers 250+ prebuilt integrations, including connections to popular CRM platforms, helpdesk software, scheduling systems, payment processors, and survey tools, as well as a developer platform for custom integrations.
What industries does Creovai serve?
Creovai serves a wide range of industries including banking and credit unions, insurance, retail/ecommerce, automotive, education, beauty, CPG, and BPO/outsourced contact centers.
Does Creovai offer call quality monitoring and analytics?
Yes. The platform includes AutoQA for automated call quality assessment, real-time monitoring and call recording, performance dashboards, and predictive analytics to help supervisors optimize both bot and human agent performance.
