Lang.ai

Lang.ai, now part of the Capacity platform, is an AI-driven support automation system for customer interactions across chat, voice, SMS, and email. Its architecture uses natural-language conversational agents that infer user intent, leveraging AI Knowledge Orchestration to resolve front-line inquiries. The platform provides pre-built dialogue templates for appointment scheduling and troubleshooting. It connects with existing systems through over 250 integrations, though connecting to legacy enterprise ticketing software requires initial webhook mapping for data synchronization. The platform is built for customer support, contact center, and operations teams in sectors like retail, banking, and insurance. In a daily workflow, it deploys AI agents to automate FAQ responses, freeing human agents for complex issues. For live support, its Real-time Agent Assist provides on-screen guidance during calls. Managers use its Auto QA and Conversation Intelligence dashboards to analyze interaction summaries, track sentiment, and coach agents without manually reviewing every ticket.