Residential service is volume. High call counts, wide range of urgency, highly variable caller sophistication. Capacity handles the rotation, the panicked 2am no-cool, the price-shopping replacement inquiry, the elderly homeowner who just wants to talk to someone, and routes each one correctly.
Capacity learns your specific call mix, the ratio of emergency to routine, the typical customer questions, the triage logic you use today.
Property manager vs tenant, builder vs homeowner, Capacity routes based on caller identity and conversation context, not a single flat script.
Full transcript, structured fields, timestamp, into your FSM or your email. Property managers and builders expect this; residential doesn't care until they do.
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