Capacity Acquires Lang.ai to Add Agentic Analytics to Support Platform
Capacity, an AI-powered support automation platform used by over 20,000 companies, has acquired Lang.ai, a San Francisco-based AI analytics company. The deal combines Capacity's support automation with Lang.ai's technology for turning unstructured customer data into actionable intelligence.
Lang.ai built agentic analytics tools that let customer experience teams chat with their data-structured or unstructured-to surface insights quickly enough to act on them. The company served enterprise customers including Tinder, Dycom, and Rue Gilt Groupe before the acquisition.
What This Means for Support Teams
Support teams face a familiar problem: massive volumes of customer conversations generate noise, not signal. Lang.ai's agents filter that noise by letting teams ask questions of their data and get answers in real time, rather than waiting for manual analysis.
David Karandish, Capacity's CEO, said the acquisition strengthens the platform's ability to help customers "not only automate support, but to truly understand and continuously improve the entire customer experience in real time just by interacting with their data."
Jorge Penalva, Lang.ai's founder and CEO, is joining Capacity to lead AI analytics and evaluation. He said the combination gives Lang.ai "the scale to bring that to thousands of companies."
About the Companies
Capacity, founded in 2017, offers support automation across web, SMS, email, voice, social media, Slack, Microsoft Teams, and help desk systems. The platform uses both practical and generative AI to deflect tickets and reduce support workload.
Lang.ai, founded in 2018, raised $15 million and served enterprise customers across fintech, e-commerce, and consumer technology. The company pioneered agentic analytics on unstructured customer data.
For more information, visit Capacity.com.
Related: Learn more about AI for Customer Support and AI Agents & Automation.
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