Capacity, an AI-powered support automation platform serving over 20,000 companies, has announced the acquisition of Lang.ai, a San Francisco-based AI analytics firm. This strategic move incorporates Lang.ai’s technology, team, and enterprise customer base into Capacity’s ecosystem. The acquisition is designed to bolster Capacity’s agentic capabilities and AI analytics, providing businesses with a more comprehensive view of the customer experience journey by transforming unstructured data into usable intelligence.
Capacity has acquired Lang.ai to strengthen its agentic LLM and analytics capabilities.
Lang.ai specializes in turning unstructured customer conversations into actionable business insights.
The acquisition adds enterprise clients such as Tinder, Dycom, and Rue Gilt Groupe to Capacity's portfolio.
Lang.ai Founder Jorge Penalva joins Capacity to lead AI analytics and evaluation.
The integration enables teams to interact directly with their data using AI agents.
The move focuses on real-time improvement of customer support and internal enablement.
Lang.ai is a pioneer in agentic analytics for customer experience (CX), utilizing AI agents that allow teams to "chat" with both structured and unstructured data. This technology solves a critical challenge for CX departments: processing massive volumes of customer interactions quickly enough to influence business decisions. By bringing these capabilities into the Capacity platform, users can now go beyond simple support automation to deeply understand and refine the entire customer experience through direct data interaction.
The transition marks a new chapter for Lang.ai, which has evolved through various technological shifts from natural language processing (NLP) to Large Language Models (LLMs). As part of the acquisition, Lang.ai Founder and CEO Jorge Penalva will take on a leadership role at Capacity, overseeing AI analytics and evaluation. This leadership ensures that the expertise developed at Lang.ai continues to drive the scale and effectiveness of Capacity’s support automation tools.
"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."
Lang.ai was founded on the principle of turning complex, "messy" data into trusted decisions. By joining Capacity, the technology can now reach thousands of additional companies across diverse industries, including fintech and e-commerce. Capacity’s platform already deflects tickets and emails across multiple channels—such as SMS, voice, and Slack—and the addition of Lang.ai’s analytics engine further empowers teams to focus on high-value work while the AI manages and interprets the influx of support data.
"We built Lang.ai to turn messy customer data into decisions you can trust," said Jorge Penalva, Founder and CEO of Lang.ai. "Capacity gives us the scale to bring that to thousands of companies. That's what made this the right next step."
Founded in 2018 in San Francisco, Lang.ai builds AI-powered analytics for customer experience teams. The company raised $15M, served enterprise customers across fintech, e-commerce, and consumer technology, and pioneered AI agentic analytics on top of unstructured data.
Founded in 2017, Capacity is an all-in-one, AI-powered support automation platform that uses practical and generative AI to deflect tickets, emails and phone calls—so your team can do their best work. More than 20,000 companies across industries use Capacity for external customer support and internal employee enablement. Today, Capacity offers support over web, SMS, email, voice, social, Slack, MS Teams, help desks and more.
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