Who are we
The people behind the voice.
We teach AI to be paying attention. It takes a particular kind of person to do that well patient, a little obsessive about latency, allergic to making people wait. This is them.
Support is where a brand's promises meet reality and for most companies, reality is a hold queue. We looked at the gap between what businesses intend and what their customers actually feel, and decided the queue was not a cost of doing business. It was a design failure. CAPSE exists to close that gap.
What we believe
A held call is a broken promise.
The relationship is decided before an agent ever picks up. Speed isn't a metric to optimize it's the whole product.
AI should sound like a person who's paying attention.
Not a script, not a phone tree. A voice that knows who's calling, why, and what to do about it before the sentence is finished.
Humans should handle what only humans can.
We don't replace support teams. We free them from the 94% of calls that never needed a person, so they can own the ones that do.
Scale shouldn't degrade the experience.
One call or a million on a Friday night the customer should never feel the difference. The system absorbs the spike, the person never sees it.
What we believe
In 2023, our founders were running operations for a delivery marketplace. On a Friday evening, call volume spiked to eight times baseline and hold times crossed eleven minutes. They were hiring ahead of demand and still falling behind.
The math never worked. More volume meant more headcount, more training, more overhead and CSAT scores that still made leadership uncomfortable. The problem wasn't the team. It was the model.
So they rebuilt it from the call up. CAPSE shipped its first production line in five days, and the same operation went from forty-second hold times to instant resolution at scale. We've been chasing that moment ever since.
We were hiring ahead of demand and still falling behind. The math didn't work so we changed the math.
Ethan Wright, on the night CAPSE began
5 Days
from first call to production deployment
180ms
average first-response time, down from 11 minutes
94%
of calls resolved without human escalation
38
people, across engineering, voice and operations
Ethan Wright
Co-founder & CEO