Tool Details

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Yellow

Overview

Yellow.ai is a leading provider of AI-driven customer service automation solutions, specializing in creating dynamic AI agents that enhance customer interactions across multiple channels such as voice, text, and email. Their platform leverages advanced large language models (LLMs) to deliver personalized, efficient, and scalable customer support for enterprises worldwide.

Industry: AI Customer Service

Ideal Customer Profiles: Yellow.ai's ideal customers are large enterprises across various industries such as banking, healthcare, retail, and utilities, seeking to automate and enhance their customer service operations with AI-driven solutions. These customers value scalability, multilingual support, and seamless integration with existing systems.

Website: yellow.ai

LinkedIn: http://linkedin.com/company/yellowdotai

Products

Unified Customer Service Automation Platform

The platform is powered by a multi-LLM architecture, trained on billions of conversations, ensuring scalability, speed, and accuracy. It offers a comprehensive solution for automating customer service across multiple channels.

Features

Omnichannel Support

Description: The platform supports over 35 text and voice channels, allowing businesses to engage with customers on their preferred platforms. It ensures consistent and personalized interactions across all channels.
Benefit: Increases customer engagement and satisfaction by providing seamless support across multiple communication channels.

AI-Powered Workflow Automation

Description: Automates the workflow of customer service processes, including ticket assignment and categorization, to streamline operations and prioritize issues effectively.
Benefit: Reduces operational costs and improves response times by automating routine tasks and focusing human agents on complex issues.

Knowledge Management

Description: Integrates with various knowledge sources to provide agents with accurate information quickly, enhancing their ability to respond to customer queries effectively.
Benefit: Improves agent productivity and response accuracy, leading to higher customer satisfaction.

Real-Time Analytics

Description: Provides real-time insights and analytics through customizable dashboards, helping businesses track user journeys and make informed decisions based on data.
Benefit: Enables data-driven decision-making, improving customer service strategies and outcomes.

Zero Setup Deployment

Description: Allows businesses to deploy AI bots quickly without the need for extensive training or coding, accelerating time to market.
Benefit: Reduces deployment time and costs, allowing businesses to quickly implement AI solutions and realize benefits faster.

Voice AI

Voice AI offers human-like interactions with advanced voice capabilities, supporting multilingual and context-aware conversations to enhance customer service experiences.

Features

Multilingual Support

Description: Supports over 135 languages, allowing businesses to communicate with customers in their preferred language and dialect, enhancing personalization.
Benefit: Expands reach and improves customer satisfaction by providing support in multiple languages.

Seamless AI-Human Transition

Description: Facilitates smooth transitions between AI and human agents, ensuring high-quality interactions for both routine and complex inquiries.
Benefit: Improves customer experience by ensuring that complex issues are handled by human agents when necessary.

Real-Time AI Suggestions

Description: Provides agents with real-time suggestions to resolve tickets more efficiently, enhancing productivity and reducing handling time.
Benefit: Increases agent productivity and reduces operational costs by streamlining the ticket resolution process.

Intuitive Bot Design

Description: Allows businesses to design and deploy voice bots quickly using an intuitive AI co-pilot, reducing the complexity of bot creation.
Benefit: Accelerates deployment and reduces the need for technical expertise, enabling faster time to market.

Customizable Tone and Dialect

Description: Enables customization of tone and dialect based on geographic location, providing a tailored experience for each customer interaction.
Benefit: Enhances customer satisfaction by delivering personalized and culturally relevant interactions.

AI Analytics

AI Analytics provides actionable insights from customer interactions, enabling businesses to optimize their customer service operations and make data-driven decisions.

Features

Actionable Insights

Description: Offers over 20 real-time insights into customer interactions, helping businesses improve satisfaction and engagement through data-driven strategies.
Benefit: Enhances decision-making and customer service strategies by providing valuable insights into customer behavior and preferences.

User Journey Visualization

Description: Visualizes user journeys to help businesses understand customer intentions and improve conversation flows, enhancing the overall user experience.
Benefit: Improves customer satisfaction by optimizing interaction flows and reducing friction in the customer journey.

Goal-Based Tracking

Description: Allows businesses to set and track specific goals, such as order tracking or lead collection, to measure performance and boost engagement.
Benefit: Increases efficiency and effectiveness of customer service operations by aligning them with business objectives.

Custom Analytics with Data Explorer

Description: Enables businesses to build custom analytics using a business intelligence tool, providing shareable dashboards and visualizations.
Benefit: Facilitates data-driven decision-making by providing customizable and shareable insights.

Seamless Integration

Description: Offers seamless integration with existing systems, allowing businesses to automate and enhance communication processes.
Benefit: Reduces operational complexity and improves efficiency by integrating with existing tech stacks.

Email Automation

Email Automation leverages generative AI to automate email inquiries, providing scalable and multilingual support for efficient customer service.

Features

Scalable Email Support

Description: Automates the handling of email inquiries using AI, providing 24/7 support in multiple languages to efficiently manage customer queries.
Benefit: Increases efficiency and reduces response times by automating routine email inquiries.

AI-Powered Response Suggestions

Description: Provides agents with AI-generated chat summaries and response suggestions, improving the speed and effectiveness of email query resolutions.
Benefit: Enhances agent productivity and reduces handling time by providing quick and effective response suggestions.

AI-Generated Templates

Description: Enables the creation of AI-generated email templates tailored to specific goals and user segments, streamlining campaign launches.
Benefit: Reduces development time and increases campaign effectiveness by providing tailored and contextually relevant templates.

Content Optimization

Description: Allows businesses to optimize email content for brevity, tonality, and urgency using a generative AI-powered content engine.
Benefit: Improves communication effectiveness and engagement by delivering optimized and relevant content.

Seamless Integration

Description: Offers seamless integration with existing systems, allowing businesses to automate and enhance email communication processes.
Benefit: Reduces operational complexity and improves efficiency by integrating with existing tech stacks.

AI Assistants

AI Assistants provide omnichannel support to enhance agent performance and customer service operations, leveraging advanced AI tools and insights.

Features

AI-Powered Tools for Agents

Description: Provides agents with AI-powered tools such as sentiment detection and coaching insights to enhance their efficiency and effectiveness.
Benefit: Improves agent productivity and customer satisfaction by providing tools that enhance interaction quality.

Smart Workflow Automation

Description: Automates the identification of events and intents from messages to trigger workflows for ticket creation and escalations, streamlining operations.
Benefit: Reduces operational costs and improves response times by automating routine tasks and focusing human agents on complex issues.

Comprehensive Agent Tools

Description: Offers a suite of tools including reply suggestions and a 360° customer view to streamline support operations and enhance agent performance.
Benefit: Increases agent productivity and reduces handling time by providing comprehensive tools for efficient support operations.

Instant Knowledge Access

Description: Integrates with various knowledge sources to provide instant access to information, enhancing the ability of agents to respond to customer queries effectively.
Benefit: Improves response accuracy and reduces handling time by providing quick access to relevant information.

Customizable AI Agents

Description: Allows businesses to create and customize AI agents using a user-friendly interface, enhancing flexibility and adaptability.
Benefit: Reduces deployment time and increases flexibility by allowing easy customization of AI agents.

Quantitative Benefits

"90% automation with 24×7 self-service"

"60% more engagement with omni-channel support"

"40% higher CSAT with instant, human-like responses"

"50% faster time to value with integrations"

"84.5% of respondents are planning to or are already using AI in their customer service operations."

"74.7% respondents state increasing efficiency is the top goal for AI adoption, followed by boosting customer satisfaction (73.2%) and reducing costs (66.7%)."

"67% of respondents identify integration with existing systems as the biggest challenge."

"Increase customer engagement by 60%"

"Trained on 16B+ conversations annually"

"90% queries self-served"

"60% reduction in operational costs"

"40% increase in CSAT"

"50% increase in agent productivity"

"Boost CSAT scores by 40%"

"driving down costs by 60%"

"increase the team's efficiency by 50%"

"AI for Voice accurately understands user intent with 97% accuracy"

"Deliver an exceptional experience while driving down costs by 60%"

"Slash operational costs by 60% with AI- first customer service automation"

"reduce ticket handling time by 35%"

"60% INCREASE IN CUSTOMER SATISFACTION"

"50% improvement in customer journey completion rate"

"40% Increase in Customer Satisfaction"

"30% Reduction in Average Handling Time"

"20% Increase in Lead Generation"

"50% Increase in User Engagement"

"50% Reduction in development time"

Testimonials

"Revolutionizing customer support in the logistics industry, Lion Parcel is driving an unparalleled service experience for customers with Gen AI-powered dynamic chatbots enabled by Yellow.ai."

Mr. Budi Santoso, Chief Experience Officer at Lion Parcel

Source: AI-first Customer Service Automation for Enterprises - Yellow.ai

"Leveraging Conversational AI-driven solutions on various digital channels, we now assist over half a million patients and caregivers monthly, with industry best 95% customer resolution call completion rate…"

Source: AI-first Customer Service Automation for Enterprises - Yellow.ai

"Yellow.ai has helped us accelerate our AI automation journey for some of the most important use cases. Our After-Hours voicebot deployment with Yellow.ai has been very successful. Offering reliable customer support, the voice AI agent answers customers succinctly. Automation of routine queries has helped us save millions of dollars over the past year with high customer satisfaction."

Doug Mooneyham, Director, Operations Applications at Waste Connections

Source: Unified Customer service Automation Platform - Yellow.ai

"With our constantly expanding customer base and vast network of dealers, Sony India recognizes the need to provide 24×7 assistance with a dedicated helpline for quick sales and service support. With deep back-end integration with the Sony CRM, the voice AI agent collects, records and analyzes user information to deliver personalized experiences. We are pleased to join hands with Yellow.ai for their support in taking Sony's exceptional customer service support a notch higher. Within two months of going live, 'Isha' has successfully handled over 21,000 customer and dealer calls with seamless integration. As always, we value our customers who are an integral part of our growth and we endeavour to deliver the best-in-class customer experience"

Vishal Mathur, National Head of Customer Service at Sony India

Source: Unified Customer service Automation Platform - Yellow.ai

"Our after-hours voicebot deployment with Yellow.ai has been very successful. Automation of routine queries has helped us save millions of dollars over the past year with high customer satisfaction."

Doug Mooneyham, Director, Operations Applications at Waste Connections

Source: Voice Channel - Yellow.ai

"With deep back-end integration with the Sony CRM, the voice AI agent collects, records and analyzes user information to deliver personalized experiences. We are pleased to join hands with Yellow.ai for their support in taking Sony's exceptional customer service support a notch higher."

Vishal Mathur, National Head of Customer Service at Sony

Source: Voice Channel - Yellow.ai

"AirAsia's integration of a Generative AI-powered dynamic chatbot enabled by Yellow.ai, has revolutionized how our ground staff operates worldwide. This cutting-edge technology ensures our employees receive rapid responses to queries regarding policies, rules, and regulations, resulting in a seamless experience. With YellowG, accessing vital information swiftly on their devices is effortless, even in low bandwidth areas, eliminating the need to manually sift through extensive documents. This innovative solution allows our team to dedicate more focus to delivering exceptional customer service to our guests, further establishing AirAsia as a leader in enhancing employee productivity and satisfaction."

Mohit Khatri, Head of Ground Ops Projects at AirAsia

Source: Redefine Your Customer Support to the Best Experience - Yellow.ai

Customer Stories

Pelago

Problem: Challenges arising due to limited agent capacity and handling high volume queries

Value Add: Yellow.ai provided a Generative AI-powered travel assistance solution

Outcome: 104K+ messages exchanged monthly with the Gen AI bot, 50% product enquiries automated

Source: AI-first Customer Service Automation for Enterprises - Yellow.ai

Coda

Problem: Need for streamlining processes and setting high standards for responsiveness

Value Add: Yellow.ai implemented a gamified Conversational AI experience

Outcome: 85% of customer queries instantly resolved without human intervention, 2.6M+ messages exchanged every quarter, 178K+ active users handled every quarter in 6 markets

Source: AI-first Customer Service Automation for Enterprises - Yellow.ai

Lion Parcel

Problem: Need to revolutionize customer support in the logistics industry

Value Add: Yellow.ai provided Gen AI-powered dynamic chatbots

Outcome: 85% queries automated by the Gen AI Bot, active users handled quarterly

Source: AI-first Customer Service Automation for Enterprises - Yellow.ai

Cipla

Problem: Need to enhance respiratory health education and patient advocacy

Value Add: Yellow.ai facilitated conversational AI and automation for the Breathefree initiative

Outcome: Assist over half a million patients and caregivers monthly, with industry best 95% customer resolution call completion rate, support in nine languages

Source: AI-first Customer Service Automation for Enterprises - Yellow.ai

Waste Connections

Problem: Need for AI automation in important use cases, particularly after-hours customer support.

Value Add: Yellow.ai deployed a successful After-Hours voicebot that offers reliable customer support and answers customers succinctly.

Outcome: Automation of routine queries helped save millions of dollars over the past year with high customer satisfaction.

Source: Unified Customer service Automation Platform - Yellow.ai

Sony India

Problem: Need for 24x7 assistance with a dedicated helpline for quick sales and service support due to expanding customer base and vast network of dealers.

Value Add: Yellow.ai provided a voice AI agent named 'Isha' with deep back-end integration with Sony CRM, collecting, recording, and analyzing user information to deliver personalized experiences.

Outcome: Within two months of going live, 'Isha' successfully handled over 21,000 customer and dealer calls with seamless integration, taking Sony's exceptional customer service support to a higher level.

Source: Unified Customer service Automation Platform - Yellow.ai

Sony

Problem: Personalized customer service support

Value Add: Yellow.ai provided a voice AI agent with deep back-end integration to Sony's CRM, collecting, recording, and analyzing user information

Outcome: Delivered personalized experiences and elevated Sony's customer service support

Source: Voice Channel - Yellow.ai

Lion Air Group

Problem: Customer service for multiple airlines

Value Add: Yellow.ai implemented automation for customer service across 6 airlines

Outcome: Achieved 90% automation in customer service

Source: Voice Channel - Yellow.ai

AirAsia

Problem: Ground staff worldwide needed quick access to information on policies, rules, and regulations.

Value Add: Yellow.ai provided a Generative AI-powered dynamic chatbot that allows employees to quickly access vital information on their devices, even in low bandwidth areas, without manually searching through extensive documents.

Outcome: Employees can now focus more on delivering exceptional customer service to guests, enhancing productivity and satisfaction. The solution has revolutionized how ground staff operates worldwide, providing rapid responses to queries and creating a seamless experience.

Source: Redefine Your Customer Support to the Best Experience - Yellow.ai

Hero Motocorp

Problem: Needed to improve lead conversions

Value Add: Implemented dynamic AI agents

Outcome: Drove 33% more lead conversions

Source: Case Studies Archive - Yellow.ai

Lulu Hypermarket

Problem: High workload on customer support agents

Value Add: Implemented Salem chatbot

Outcome: Within 4 weeks of going live, it successfully handled queries from over 3M unique users

Source: Case Studies Archive - Yellow.ai

Hyundai Motor India

Problem: Needed to enhance customer satisfaction and support

Value Add: Leveraged Yellow.ai's Dynamic Automation Platform

Outcome: Provided 24/7 customer support, ran personalized marketing campaigns, enabled lead-gen and boosted agent productivity

Source: Case Studies Archive - Yellow.ai

Randstad USA

Problem: Employees needed faster access to W2 forms

Value Add: Implemented AI-powered support for W2 retrieval

Outcome: Enabled employees to receive their W2 in seconds where it was taking much longer before

Source: Case Studies Archive - Yellow.ai

Union Bank of Philippines

Problem: Needed to scale customer self-serve options efficiently

Value Add: Implemented Yellow.ai's conversation AI solutions

Outcome: Increased chatbot adoption rates from 28k users per month to 120k users per month, and reduced costs for operating and catering to clients using the chatbot by 51%

Source: Case Studies Archive - Yellow.ai

Growsari

Problem: Needed to handle a large volume of customer queries efficiently

Value Add: Implemented Yellow.ai's automation

Outcome: CX team now handles 74,000+ quarterly queries on digital channels, ensuring a seamless and scalable customer experience

Source: Case Studies Archive - Yellow.ai

Tiket.com

Problem: Needed to improve case deflection and automate customer interactions

Value Add: Implemented Yellow.ai's smart conversational platform

Outcome: Delivered a range of initiatives from simple dynamic FAQ to sophisticated features requiring deep APIs integration

Source: Case Studies Archive - Yellow.ai

GrabHealth, GoodDoctor Technology

Problem: Needed to improve accessibility of healthcare services

Value Add: Deployed a conversational AI powered solution enabled by Yellow.ai

Outcome: Now seamlessly engages with 700+ patients 24/7 on their preferred channels like WhatsApp

Source: Case Studies Archive - Yellow.ai

Unicards

Problem: Needed to improve customer experience and engagement

Value Add: Implemented Yellow.ai's Conversational AI platform and NLP models

Outcome: Customer engagement over WhatsApp resulted in the highest adoption rate and retention compared to other channels year on year

Source: Case Studies Archive - Yellow.ai

Zuno General Insurance Limited (Zuno GI)

Problem: Needed to make insurance easy, friendly and transparent

Value Add: Implemented AI Voice Bot

Outcome: Offered easy, seamless, and superior experience to customers, and enabled and empowered distribution agents and partners to be more efficient and effective

Source: Case Studies Archive - Yellow.ai

Bengaluru Namma Metro

Problem: Needed to provide commuters with a hassle-free experience

Value Add: Implemented WhatsApp-based QR ticketing service with multilingual chatbot enabled by Yellow.ai

Outcome: Helping over 100,000 commuters with various essential services such as recharging metro smart cards, journey planning, locating the nearest metro stations, and getting fare information

Source: Case Studies Archive - Yellow.ai

Aditya Birla Group

Problem: Needed efficient communication for a large corporate event

Value Add: Implemented Yellow.ai's Adminee Bot

Outcome: Successfully managed communication for a 3-day event attended by 600 employees, providing a smooth and intuitive experience for all event-related queries

Source: Case Studies Archive - Yellow.ai

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