Laya: a decision engine that reads any incoming message, ticket or document and returns a category, a score or a yes/no answer, in whichever language it arrives.
Shini Frontiers · 14 Sept 2026 · Source: NandhaKishorM
What is the problem?
Every incoming message, ticket or document needs a person to read it, decide what it is about, how urgent it is, and who should deal with it. When messages arrive in the thousands, urgent complaints wait behind routine ones, messages land with the wrong team and bounce around, and messages written in a language none of the available staff read simply wait longer. Using a general-purpose AI assistant to sort these messages helps, but it writes a reply rather than a fixed answer, so someone still has to read that reply and decide what it means, and running it at high volume costs money for every single message sent.
How Laya handles each message
Illustrative example: sample messages and the decisions Laya makesExample: a subscription business receives a stream of support messages from customers worldwide. Below are four of them and what Laya does with each.
| Customer writes | Laya decides | What happens |
|---|---|---|
| “Hi, we were billed twice for March. Please refund the duplicate today or we will cancel our plan.” | Billing · High cancellation risk | Goes to the top of the billing queue |
| “मुझसे मार्च में दो बार शुल्क लिया गया, कृपया डुप्लिकेट राशि वापस करें।” (Hindi: I was charged twice in March, please refund the duplicate amount.) | Billing | Handled the same way as the English message, with no wait for a Hindi-speaking agent |
| “La aplicación se cierra cada vez que abro la configuración.” (Spanish: The app closes every time I open settings.) | Technical | Sent to the technical team instead of billing or general support |
| “Can someone call me about my account?” | Not sure (low confidence) | Held back and sent to a person to decide |
The first three messages, and the decisions Laya returns for them, come directly from the project's own documentation. The fourth is illustrative of how an uncertain case is handled.
- How ready
- Working in the real world
Working today: free to install, with a hosted demo and pre-built versions for English and for over a hundred other languages, though accuracy on very long documents and on categories the tool has not been trained on still needs checking on your own data.
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