US-based unified CX automation platform Capacity has launched the AI Analytics Assistant, a new feature enabling customer experience, contact centre and operations teams to interrogate interaction data through natural language queries and receive instant answers in the form of reports, charts and visual insights, according to PR Newswire.

The tool addresses a widely recognised challenge for CX teams: interaction data generated across AI agents, human support conversations, ticket histories and backend workflows is frequently scattered across disconnected dashboards, making it difficult to identify performance patterns or act on customer insights in a timely manner.

The AI Analytics Assistant draws from transcripts, ticket metadata, workflow performance and bot usage data, consolidating it into a single accessible layer. Teams can ask plain-English questions and receive immediate outputs without manual reporting or dashboard navigation.

Key capabilities include pinnable custom dashboards, executive-ready presentation views exportable as PDFs, and automated report delivery to stakeholders on weekly or monthly schedules.

The tool is available immediately to existing Capacity customers. More than 20,000 companies, including DSW, Culligan, Choice Hotels and AAA, use the platform to automate customer service and internal employee support interactions.

Chief executive and founder David Karandish said: "The purpose of having data across channels on every interaction is so leaders can make more informed decisions. But when that data is stuck in dashboards that are difficult to access or use, it defeats the purpose."

Karandish added: "Without fast, reliable access to the right insights, customers keep running into the same issues, and CX teams are left without a clear path to fix them."

The launch extends Capacity's push to give CX teams the operational visibility required to improve front-end customer experience at scale.

Read the full details of the Capacity AI Analytics Assistant launch.