Customer Service Automation Startup Lang Raises $15M

- Advertisement -


Customer experience is one of the most important activities of a business. According According to PwC, among all customers, 73% consider experience to be an important factor in their purchase decision after the price and quality of the product. But the pandemic has increased the workload on support teams, making it difficult to hire customer service agents and keep turnover low while maintaining a high bar for customer experience. average The turnover of the contact center reaches 45% – at least twice as high as in other departments.

- Advertisement -

There is no silver bullet. But Jorge Penalva is a vocal proponent of using automation technology to close gaps in customer service. That may be true — he is the co-founder of Lang.ai, a startup developing a platform that automatically tags customer conversations to ostensibly resolve service issues faster. Penalva claims that by applying intelligence to service interactions, technologies such as Lang’s technology can uncover valuable information that can help shape product experience and strategy.

- Advertisement -

“Customer support automation is not new. As companies get bigger, a common approach is to deploy automation with self-service chatbots to grow more efficiently and turn down customer requests. Ultimately, Lang’s goal is to be the core layer of the customer experience stack, enabling teams to build automation and extract more insight by structuring quality data,” Penalva told TechCrunch in an email interview.

Lang, which today announced it has raised $10.5 million in a Series A funding round led by Nava Ventures (whose total has increased to $15 million) is using AI to extract concepts from customer requests on existing help desk platforms such as Zendesk and Intercom. The no-code product adds labels such as “Talk to Agent”, “Shipping Problem”, and “Platform Question” to incoming messages, including emails and text messages. With Lang, companies can visually group concepts identified in customer support data and set up automations that are triggered by specific labels (such as responding to package delivery questions with boilerplate text).

- Advertisement -

Penalva said he and his co-founders Borja González and Enrique Fueyo Ramirez came up with Lang’s idea while working together on a previous startup. Sentisis. natural language processing platform for Spanish. There, Penalva said they saw that business teams couldn’t use customer service data without the experience of their data departments, which had higher priority tasks.

“We realized that we needed to think about the problem in a completely different way, not taking current AI models (built for and by engineers) and simplifying them for business users, but instead creating a no-code platform designed, from the very beginning, for business users,” Penalva said. “It’s not just technology or just user experience. Both are equally important, and that was our “aha!” moment”.

Lang is not alone in using AI to automatically flag customer service messages. Platforms like Levity.ai and Chatdesk also automatically flag incoming service requests, including emails and text messages. But Penalva sees Lang as different in its technology and approach to market entry. For example, he says Lang uses artificial intelligence systems tailored to specific customer areas (such as retail, food service, healthcare) to recognize industry jargon and adapt to changes, such as emerging customer service issues. The startup is partnering with vendors developing external and internal customer service automation products, such as business intelligence tools, to sell Lang as an additional offering.

“By providing unstructured data that can be used by labeling it, Lang becomes a data platform that can be used for automation, chatbot workflows, and machine learning. [Moreover, the platform] becomes a system for recording all insights from unstructured customer experience data, providing a centralized source of information from disparate sources,” said Penalva. “To date, our biggest competition for a share of the budget has not been other platforms, but rather a shift in the status quo: hiring or outsourcing more account agents.”

For Lang, this is just the beginning, but the company is counting on Stitch Fix, Ramp, Hippo Insurance and Freshly among clients. Annual recurring income – Penalva declined to disclose – has grown 11 times in the past five quarters leading up to Series A.

On the proceeds from the last round (in which Oceans Ventures, Forum and Flexport Fund), Penalva said Lang, with 25 employees, will invest in R&D and go-to-market teams. Regarding the first question, Penalva says Lang will be working to identify ways to connect support conversations to purchase data to determine, for example, how likely it is that someone with a particular problem will continue to buy a product. Future versions of the Lang platform will make automation recommendations for customer service teams based on the actions that agents typically take.

We believe data is the most valuable asset for support and customer service teams,” said Penalva. “By structuring data in a simple and reliable way across all their customer interactions, our mission is to help support teams take their place at the leaderboard so that support is no longer viewed as a cost center but as a source of income.”


Credit: techcrunch.com /

- Advertisement -

Stay on top - Get the daily news in your inbox

DMCA / Correction Notice

Recent Articles

Related Stories

Stay on top - Get the daily news in your inbox