By automating 80% of incoming email customer queries, this solution enables accurate problem solving 24/7 while reducing operational costs by 60%
SAN MATEO, Calif. , Feb. 29, 2024 /PRNewswire/ — Yellow.ai, a global leader in generative AI-powered customer service automation, today announced the general availability of its solution Email automation tools to efficiently handle high volumes of support requests made via email. This solution leverages generative AI to autonomously process 80% of incoming email queries, ensuring fast and accurate responses around the clock. Supporting multiple languages seamlessly, it integrates with Yellow.ai’s omnichannel customer service platform, providing a comprehensive and personalized support experience.
Although many consumers prefer email to contact customer service, businesses often struggle to effectively handle inquiries coming through this route. When consumers report instances where they are ignored and agents fail to provide a satisfactory response during the first interaction, the financial ramifications of poor service are significant. The sheer volume of email support queries highlights the critical need for email automation solutions. Yellow.ai’s solution addresses this problem by providing efficient email support, improving the customer experience.
Leveraging large language models (LLM), email automation is able to understand complex and unstructured messages, accurately identify multiple intents, and infer the subject and urgency of messages. a given email. Going further, it identifies the user and provides a contextual response based on the user’s information, reducing ticket volumes by up to 80% and improving first contact resolution by up to 20%. . As a result, Yellow.ai email automation effectively reduces operational costs by 60% through reduced expenses associated with onboarding and training more agents.
“ Our customers have highlighted the critical need for a solution that can effectively and quickly address the challenges of managing email queries. Industry surveys reveal that 62% of companies do not respond to customer service emails; when they do, the average response time is around 12 hours, which greatly harms the customer experience ,” said Raghu Ravinutala, CEO and co-founder of Yellow.ai. “ With email automation, we are revolutionizing the way businesses manage email inquiries from their customers. Yellow.ai’s email automation, powered by YellowG, our proprietary LLM, has a hallucination rate of less than 1% for highly accurate and relevant responses in context. This timely launch aligns with our broader goal of transforming customer service by solving complex business challenges. »
Yellow.ai email automation provides customer service teams with:
- Automated workflow triggering: Leveraging natural language processing (NLP), the solution triggers workflows based on the intent of the email, from retrieving responses from the knowledge base to escalation and transfer of agents, thus resolving queries efficiently.
- Agent assistance: For cases where the email is directed to a human agent, the agent benefits from response assistance powered by generative AI, which enables 30% faster responses thanks to Automated response generation without compromising accuracy.
- Simplified classification: Inbound emails are automatically classified based on intent, urgency, customer segment, and more, reducing the time spent by human agents manually prioritizing mail by 30% received.
- Seamless integration: The solution integrates seamlessly with leading ticketing and CRM systems such as Salesforce, SAP and Zendesk, facilitating the flow of information. This integration improves personalized resolutions for customers and enables automated case creation and prioritization.
“Yellow.ai’s email automation feature is a game-changer for businesses looking to streamline their email support operations. Leveraging LLMs to identify varied intentions, generate responses and even redirect them to the right teams represents a technological advancement. We are excited to collaborate with Yellow.ai to deepen email support to improve the customer experience,” said Jessica Osborn, General Manager of IT Operations for Randstad USA .
To book a demo, visit: https://yellow.ai/email-support-simplified/
About Yellow.ai
Yellow.ai enables businesses to create memorable customer conversations with our AI-powered customer service automation platform. Our goal is to pave the way towards fully autonomous customer support with unrivaled efficiency and significantly reduce operational costs. Headquartered in San Mateo, Yellow.ai serves more than 1,100 companies such as Sony, Domino’s, Hyundai, Ferrellgas, Waste Connections and Randstad in more than 85 countries. Our platform is based on a multi-LLM architecture and continuously trains with over 16 billion conversations each year, enabling businesses to deliver enhanced experiences and build lasting relationships with their customers. Founded in 2016 with offices in six countries, Yellow.ai has raised over $102 million from blue-chip investors.
For inquiries:
Anujaa Singh
Public Relations and Communications
Yellow.ai
anujaa.singh@yellow.ai
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