Capacity Strengthens Conversational AI Capabilities with Thirteenth Acquisition

AI-powered support automation platform acquires KLaunch, bringing together two platforms committed to transforming how organizations connect with their audiences

ST. LOUIS, Sept. 12, 2025 /PRNewswire/ -- Capacity, the AI-powered support automation platform for Contact Centers, today announced the acquisition of KLaunch, a conversational AI company that helps government, healthcare, nonprofit and sports and entertainment companies better connect with their customers. The acquisition deepens Capacity's conversational AI capabilities and expands its reach in key industries.

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.

"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's core capabilities include:

• Sector-Specific Expertise: Purpose-built solutions for government agencies, healthcare systems, nonprofit organizations and sports and entertainment companies
• Generative AI at the Core: Advanced conversational tools that handle complex queries and provide contextual responses
• Revenue-Focused Engagement: Tools designed to boost conversions and drive meaningful interactions across channels
• Omnichannel Integration: Works across web, mobile and social platforms with industry-specific customization

"We've always believed that powerful conversational AI should enable organizations to create meaningful connections with their audiences," said Josh Ross, CEO of KLaunch. "Capacity's commitment to pushing boundaries and advancing the industry through cutting-edge technology makes this partnership a natural fit. Together, we're positioned to deliver sophisticated AI tools that will redefine how organizations engage with the people they serve."

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, becoming the company's thirteenth acquisition since 2023.

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.

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. To learn more about Capacity, visit Capacity.com.

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SOURCE Capacity