Customer Service Automation Startup Lang Lands $15M

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The startup partners with vendors developing frontend and backend customer service automation products, such as business intelligence tools, to sell Lang as a complementary offering. [Moreover, the platform] becomes the system of record for all insights across unstructured customer experience data, providing a centralized source for insights across disparate sources,” Penalva said. “To date, our biggest competition for budget share has not been other platforms but rather displacing the status quo: the hiring or outsourcing of more customer experience agents.”It’s early days for Lang, but the company counts Stitch Fix, Ramp, Hippo Insurance, and Freshly among its customers. Lang, which today announced that it raised $10.5 million in a Series A funding round led by Nava Ventures (bringing its total raised to $15 million), uses AI to extract concepts from customer requests in existing help desk platforms like Zendesk and Intercom. Using Lang, companies can visually group concepts identified in customer support data and set up automations that trigger with specific labels (e.g., respond to questions about package deliveries with boilerplate text). For example, he said, Lang uses AI systems tailored for particular customers’ domains (e.g., retail, food services, healthcare) to recognize industry jargon and adapt to changes like emerging customer support issues.