Overview

Lang.ai is an Artificial Intelligence tool dedicated to enhancing customer experiences (CX) by facilitating the extraction of granular insights from customer interactions.

It aims to simplify the process of data operations by offering tailored AI for real-time CX insights that align with the complexity of your business. With this tool, businesses can build trusted AI workflows and make informed decisions backed by accurate insights.

It operates beyond the realm of chatbots, automating complex requests' intelligent triage and offering granular tagging with categories adapted to the nuances of your business.

It also aids in continuous improvement of your chatbot by identifying growing contact reasons. Lang.ai provides proactive alerts for escalating topics and enables the automated discovery of new topics in your data.

With a focus on data privacy and security, it facilitates integration with various helpdesk platforms like Zendesk, Salesforce, and Freshworks among others.

Importantly, Lang.ai is compliant with SOC2, HIPAA, and GDPR regulations, ensuring that businesses can control and transparently handle customer data.

By reducing operational bottlenecks and focusing on strategic areas, it aids in optimizing CX teams and accelerating response times.

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May 26, 2018

Initial release of Lang.ai.

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Pros and Cons

Pros

Enhances customer experiences

Extracts granular insights

Real-time CX insights

Automates complex requests' triage

Offers granular tagging

Alerts for escalating topics

Automated discovery of new topics

Focuses on data privacy

Offers secure integration options

SOCS, HIPAA, GDPR compliant

Optimizes CX teams

Accelerates response times

Integration with helpdesk platforms

Reduces operational bottlenecks

Focuses on strategic areas

Identifies growing contact reasons

Improves chatbots continuously

Proactive alerts

Always synchronized data

Custom taxonomies for teams

Shareable reports

75% reduction in response times

Seamless integration with Zendesk

Data privacy commitment

Facilitates regulatory standards compliance

Catered to industry needs

Integrates with multiple CRM platforms

Secures customer data

Optimizes team productivity

Enables informed business decisions

Helps drive product decisions

View 26 more pros

Cons

Limited platform integration

Not suitable for simple businesses

Complex setup

Dependent on manual data entry

Possibility of alert overwhelm

Problems with data sovereignty

Requires technical expertise

View 2 more cons

Q&A

What is Lang.ai?

Lang.ai is a dedicated Artificial Intelligence tool that focuses on enhancing customer experiences (CX). It helps businesses extract granular insights from customer interactions. The primary objective of Lang.ai is to simplify data operations with tailored AI for real-time CX insights, which align with the complexity of any business.

How does Lang.ai enhance the customer experience?

Lang.ai enhances the customer experience by facilitating the extraction of granary insights from customer interactions. By automating complex request triages and offering granular tagging with categories adapted to business nuances, it helps businesses build trusted AI workflows. It also provides proactive alerts for escalating topics and enables automated discovery of new conversational topics. All this contributes to improving CX team efficiency and accelerating response times.

Can you describe the AI workflows created by Lang.ai?

Lang.ai enables businesses to build trusted AI workflows that go beyond chatbots. The AI workflows are tailored for obtaining real-time CX insights aligning with the complexity of each business. These workflows automate the triage of complex requests, handle granular tagging adapted to business nuances, identify growing contact reasons for chatbot improvement, provide proactive alerts about escalating topics, and discover new topics in the business's data.

What is the relation of chatbots with Lang.ai?

Lang.ai operates beyond the realm of chatbots, meaning it does more than what typical chatbots are designed to do. It offers automated triage of complex requests and continuous improvement of chatbots by identifying growing reasons for customer contact. This advanced functionality helps deliver enhanced customer experience and makes chatbots more efficient.

How does Lang.ai apply intelligent triage to complex requests?

Lang.ai applies intelligent triage to complex requests by automating the process. It can handle and sort through multiple and varied customer interactions simultaneously, identifying relevant information quickly. By doing this, it aids in reducing operational bottlenecks, optimizing CX teams, and accelerating response times.

What is the granular tagging feature in Lang.ai?

The granular tagging feature of Lang.ai allows for detailed categorization of customer interactions. This operates within the nuances of each individual business, allowing for a customized and tailored approach to understanding and using customer interaction data.

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How does Lang.ai assist with improving my chatbot?

Lang.ai assists in improving your chatbot by identifying growing contact reasons. It helps in the continuous improvement and extension of chatbot capabilities to handle more complex and varied requests.

What function do proactive alerts serve in Lang.ai?

Proactive alerts in Lang.ai serve as immediate notifications for escalating topics. They provide real-time warning or prompt of potential situations that need attention, enabling businesses to respond quickly to trend changes and enhance customer experience.

Can Lang.ai really discover new topics in my data automatically?

Yes, Lang.ai is built to automatically discover new conversational topics in your data. This feature allows businesses to stay on top of emerging trends by extracting and identifying those trends without manual instruction.

How does Lang.ai manage data privacy and security for my business?

Lang.ai manages data privacy and security by ensuring compliance with data protection regulations such as SOC2, HIPAA, and GDPR. Lang.ai will not use your data to train AI models for other customers, reinforcing the commitment to data privacy.

Which helpdesk platforms is Lang.ai able to integrate with?

Lang.ai can integrate with various helpdesk platforms including Zendesk, Salesforce, and Freshworks, among others. This versatility allows businesses to use the tool within their existing support infrastructure.

Is Lang.ai compliant with HIPAA, GDPR and SOC2 regulations?

Yes, Lang.ai is compliant with SOC2, HIPAA, and GDPR regulations. These compliance measures ensure businesses can safely and transparently handle and control customer data.

How does Lang.ai help control customer data?

Lang.ai helps control customer data by ensuring that the data remains private and secure. It is built for control and transparency when dealing with customer data. Moreover, it is compliant with various data protection laws for extra security.

How does this tool assist in reducing operational bottlenecks?

Lang.ai assists in reducing operational bottlenecks by automating the triage of complex requests. This helps in improving the efficiency and effectiveness of operational processes, cuts down on delays, and hence optimizes CX teams.

What is the impact of using Lang.ai on response times?

The use of Lang.ai has shown a substantial positive impact on response times. One company, Zola, experienced a reduction in average response times by 75% after using Lang.ai to eliminate operational bottlenecks.

What functions do the Lang Data Operations, Lang Optimize, and Lang Predict products serve?

Lang Data Operations, Lang Optimize, and Lang Predict all serve to enhance customer experiences. Lang Data Operations simplifies the process of data operations providing real-time CX insights. Lang Optimize focuses on reducing operational bottlenecks and focusing on strategic areas to optimize CX teams. Lang Predict stands for intelligent prediction based on extracted granular insights.

Can Lang.ai be beneficial for different industries like e-commerce, healthtech, and financial institutions?

Yes, Lang.ai can be beneficial for different industries like e-commerce, healthtech, and financial institutions. It can provide tailored customer experience solutions and insights that align with these industry-specific needs and complexities.

What is the role of Lang.ai in CX automation and providing CX insights?

Lang.ai plays a major role in CX automation and providing CX insights. It automates the triage of complex customer requests and offers valuable insights from customer interactions. It also identifies growing contact reasons for chatbots, offers proactive alerts for escalating topics, and even enables automated discovery of new conversation topics.

How does Lang.ai aid in driving decisions based on relevant and accurate CX insights?

Lang.ai drives decisions based on relevant and accurate CX insights by providing granular tagging that adapts to the nuances of each business and proactive alerts for growing topics. It also allows automated discovery of new topics in the data. These functions provide business with accurate and deep insights to make informed decisions.

Can you discuss the results and benefits companies have experienced by using Lang.ai?

Companies have experienced various benefits as a result of using Lang.ai. For instance, Zola reduced 75% average response times by eliminating operational bottlenecks with AI instead of adding more headcount. Stride saw a 50% YoY increase in health plan closes, allowing agents to focus on conversions and Novo was able to specialize agents by triaging 60% of tickets automatically, which was previously impossible due to the hundreds of different contact reasons.

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