Capacity, the AI-powered support automation platform for Contact Centers, has announced the acquisition of KLaunch, a conversational AI company that helps government, healthcare, nonprofit and sports and entertainment companies better connect with their customers. This acquisition, Capacity's thirteenth since 2023, deepens its conversational AI capabilities and expands its reach in key industries.
"Customer expectations keep rising, and KLaunch represents another strategic piece in our compound startup approach: building an omnichannel platform that addresses the full spectrum of customer engagement challenges," said David Karandish, CEO of Capacity. "KLaunch's specialized expertise in government, healthcare and nonprofit sectors deepens our ability to deliver best-in-breed technology that addresses the unique needs of these industries across the entire customer experience journey." KLaunch, based in Indianapolis, Indiana, has delivered specialized conversational AI solutions to mission-critical organizations, including Girl Scouts, Gleaners Food Bank and the US Department of Veterans Affairs. The company's proven track record of automating customer conversations across multiple channels has made it a trusted partner for organizations that serve their communities.
KLaunch's core capabilities include:
Capacity continues to demonstrate strong growth, recently securing more than $92 million in investments and acquiring Call Criteria and Verbio Technologies. The KLaunch acquisition comes one month after this significant milestone. With over 20,000 businesses using Capacity's solutions to drive revenue growth and operational efficiency, including Choice Hotels, PepsiCo and PacSun, the company is building the integrated technology foundation that enterprises need for scalable support automation. The KLaunch team will integrate into the broader Capacity organization following the acquisition, with plans for customers to continue working with their existing teams while gaining access to Capacity's expanded platform capabilities, like enhanced automation tools, broader channel support and greater scalability. The terms of the KLaunch transaction are confidential. For more information on how Capacity's AI-powered support automation platform helps teams do their best work, visit Capacity.com.
This acquisition reinforces Capacity's leadership in AI-driven customer support, enabling more effective connections across industries and channels.
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.
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