Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
YMCA of Greater Dayton · Capacity
Vendor-reportedNonprofitUnited StatesIn productionEnterpriseNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by capacity.com (vendor self-report). Checked against the source page on 2026-09-06. 3 of 3 figures below appear on that page word for word.
The problem
Lack of easily accessible information caused constant interruptions to staff work, confusion and delays for members. Lacked bandwidth and tech.
What was deployed
- Vendor
- Capacity
- Products
- Capacity’s AI-powered Concierge, Capacity’s AI knowledge base, email interceptor
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- Daxko member management software records, internal Articles
- Scale
- over 200k members across 13 locations
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
5900+Monthly inquiries receivedper month
“Of the 5,900+ inquiries that Greater Dayton receives every month…”
Quoted word for word from the source
over 90%inquiries deflected from call center and front desk staff
“deflect over 90% of all inquiries away from YMCA call center and front desk staff.”
Quoted word for word from the source · round percentage, no baseline given
less than 2 secondsInquiry deflection / response time
“In less than 2 seconds”
Quoted word for word from the source
“Our knowledge base [became] the first stop for all information. I love the flexibility and customization that each department can add. It is a fantastic way to distribute information as quickly as needed. Capacity has made this an easy transition, walking us through each step!”
Difficulties and limits
- Questions about open hours, facilities, or memberships clogged the front desk and the call center.
- A lack of easily accessible information caused constant interruptions to staff work, as well as confusion and delays for members.
- As a non-profit, the YMCA of Greater Dayton needed to provide seamless experiences on both sides of the house, but they lacked the bandwidth and the tech.
Sources
- capacity.com — vendor self-report, 2023-06-14
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