capacity
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James Ramey and the trouble with starting over
From DeviceBits to Refactory, James Ramey has kept returning to a small indignity of modern life: explaining the same problem twice. His latest chapter brings that pursuit into Capacity.
Mike Mixon Bet the Business on the Message People Actually Read
Before business texting became an obvious piece of customer service, Mike Mixon built a company around one stubborn observation: people answer texts. The bet carried Textel from St. Louis startup to a 1,700-customer acquisition - and placed its revenue-minded co-founder inside Capacity's larger AI story.
Capacity vs Microsoft in the Fight to Kill the Support Ticket
Enterprise support is being rebuilt around AI agents. On one side, a St. Louis specialist that crossed $100M in recurring revenue; on the other, the largest software company alive shipping the same feature straight into Copilot.
Capacity Wants to Make the Support Ticket Disappear
The St. Louis company raised more than $155 million, turned profitable at $60 million in annual recurring revenue, and is pitching itself as the AI layer that answers questions before a ticket is ever opened - a direct shot at incumbents like Freshworks.
Conversational AI Stopped Talking and Started Doing the Work
Forrester's 2026 scorecard for customer-service AI crowns NiCE Cognigy, Kore.ai and Omilia as leaders, hands Bret Taylor's Sierra a breakout, and quietly leaves Google off the list entirely. The bots that used to answer questions now close tickets - and the whole industry is racing to prove it.
Capacity vs. Maven AGI, Two Ways to Kill the Support Ticket
One company bought its way to 20,000 customers. The other raised $78 million to build a single autonomous agent. Both want to end the support ticket - they just disagree on how.
Fang Cheng
Fang Cheng is a serial founder who builds AI that actually answers the question. She co-founded Touchco (acquired by Amazon, became the Kindle), founded Linc (acquired by Capacity in 2024), served as SVP & GM of Retail CX Automation at Capacity, and is now building a stealth venture focused on agentic commerce for restricted wallets.