Lang.ai started life as a standalone conversation intelligence product that helped teams mine unstructured customer conversations for patterns, escalation drivers and revenue signals. It has since been folded into Capacity, an AI-powered support automation platform, and the lang.ai domain now redirects to capacity.com/lang. Existing users and new buyers alike access Lang's capabilities as a module of the wider Capacity stack rather than as a separate subscription.
Functionally, Lang turns customer conversations into decision-ready intelligence. You ask questions about interactions in plain English and the Assistant answers using data drawn from voice, chat, SMS and helpdesk systems, giving a 360-degree view of ticket metadata, workflow performance and bot usage. Dashboards can be assembled from live interaction data and shared with stakeholders on a recurring schedule, so reporting stops being a manual chore. As part of Capacity, these analytics feed Auto QA, CSAT scoring, interaction summaries and agent coaching.
Capacity itself is a substantial platform: 20,000+ customers, 1.5 million users and more than 36 billion automated interactions, founded in 2017 in St. Louis. Lang's conversation intelligence is positioned as the analytics brain inside that ecosystem, complementing AI agents, real-time agent assist and outbound campaigns. Pricing is not published and is quoted per engagement through a demo request.
