Ada vs Capacity
Ada
ada.cxCapacity
capacity.comSide by side
| Figure | Ada | Capacity |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 0 | 6 |
| Spec score · Customer Service Automation Software | 8.0 (#6) | 8.4 (#1) |
| Spec score · AI Customer Service Agents | 8.0 (#13) | 8.5 (#3) |
| Spec score · Customer Self-Service Software | 8.0 (#17) | 8.5 (#9) |
| Spec score · Chatbot Builders | 8.0 (#118) | 8.5 (#54) |
| Spec score · Conversational AI Platforms | 8.0 (#19) | 8.4 (#11) |
| Channels | Ada offers customer service products for voice, messaging, and email. | Its AI agents support chat, SMS, voice, and email. |
| Company | Ada says it was established in 2016 and is a Canadian company. | Capacity says it was founded in 2017 by David Karandish and Chris Sims and is headquartered in St. Louis. |
| Founded | 2016 | Capacity says it was founded in 2017 by David Karandish and Chris Sims. |
| Free plan | No | No |
| Headquarters | Toronto, Ontario, Canada | Capacity identifies St. Louis as its headquarters; LinkedIn lists University City, Missouri and the 6665 Delmar Boulevard address. |
| Human handoff | Yes | Yes |
| Integrations | Ada’s integrations page lists connections for customer service systems, including Aircall and Amadeus. | Capacity advertises more than 250 prebuilt integrations, with examples including Salesforce, Zendesk, HubSpot, Slack, Microsoft Teams and Google Workspace. |
| Product | Ada describes its product as an agentic customer experience platform with AI customer service agents that resolve customer issues, take actions, and improve over time. | Capacity describes itself as a unified CX automation platform for contact centers, connecting knowledge, data, and systems to power AI agents and agent tools. |
| Security | Ada says it uses built-in safeguards and continuous monitoring, has zero data retention policies with LLM providers, and conducts annual independent penetration testing. | Capacity states it uses AES-256 encryption at rest and TLS 1.2+ in transit and is GDPR, HIPAA, and SOC 2 Type II compliant. |
Plans
Capacity
- CorePrice not published
- CorePriced on request
- EnterprisePrice not published
- EnterprisePriced on request
- ProPriced on request
- ProPrice not published
In their own words
Ada
Ada is a customer experience platform that provides AI agents for customer service. Its agents are designed to resolve inquiries and perform tasks through connected business systems, using channels that include voice, messaging, and email. Ada describes support for multilingual experiences across channels, preserving customer identity, context, and conversation continuity. The platform includes a visual flow builder, AI bot generation, knowledge-base answers, and human handoff, as well as tools to test, analyze, and optimize agent performance. Agents can use API, Code, and MCP tools through business systems under customer controls; open APIs and SDKs connect the platform with enterprise systems and workflows. Listed integrations include Zendesk, Salesforce, Amazon Connect, Freshworks, Genesys, ServiceNow, and Twilio Flex. Ada states that it has HIPAA, SOC 2, GDPR, PCI DSS, and AIUC-1 compliance, and describes zero data retention policies with LLM providers, safeguards, and continuous monitoring. The service is paid and has no free plan; pricing is not published. Ada invites prospective customers to schedule a custom demo and says its team will reach out within one business day to arrange a 30-minute call.
Capacity
Capacity is a customer-experience automation platform for contact centers. It connects knowledge, data, and business systems to support AI agents and tools for human agents. Agents can handle chat, SMS, voice, and email, while the platform adds real-time agent assistance, automatic quality assurance, conversation intelligence, and outbound campaigns. Its AI Knowledge Orchestration Layer is described as the foundation that learns from interactions. Capacity targets mid-market and enterprise contact centers, typically those with 50 to 500 or more agents. Usage is measured by response for chat and email, minute for voice, message for SMS, and agent-time hour for assist and intelligence. The platform lists 273 integrations, including Salesforce, Zendesk, Slack, and Microsoft Teams. It offers API access, workflow actions, voice support, and human handoff. Capacity lists Core, Pro, and Enterprise plans with storage up to 100GB, 1TB, and 2TB; pricing is on request and there is no free plan.