Capacity, the AI-powered support automation platform used by more than 20,000 companies, announced the acquisition of Lang.ai, a San Francisco-based AI analytics company that turns unstructured customer data into actionable intelligence using agentic LLM technology.
The acquisition brings Lang.ai’s technology, team and customer base into Capacity, strengthening its AI analytics and agentic capabilities across the entire customer experience journey.
Agentic Analytics That Take Real Action
Lang.ai pioneered agentic analytics for CX — AI agents that enable teams to chat with their data (structured or unstructured) and deliver deep insights that inform business decisions. The company serves enterprise customers, including Tinder, Dycom and Rue Gilt Groupe, solving a problem every CX team faces: turning massive volumes of customer conversations into intelligence fast enough to act on.
“Lang.ai has evolved through every wave of AI — from NLP to LLMs to agents — and each time, Jorge and his team built products that actually worked in production, not just in demos,” said David Karandish, CEO of Capacity. “By bringing their agentic analytics into the Capacity platform, we’re enhancing our customers’ ability to not only automate support, but to truly understand and continuously improve the entire customer experience in real time just by interacting with their data.”
“We built Lang.ai to turn messy customer data into decisions you can trust,” said Jorge Penalva, Founder and CEO of Lang.ai, who joins Capacity to lead AI analytics and evaluation. “Capacity gives us the scale to bring that to thousands of companies. That’s what made this the right next step.”
