Yellow.ai Launches 'Analyze' to Enhance Customer Experience Automation

Yellow.ai launches Analyze to elevate CX automation with deeper conversational insights and self-learning capabilities

Powered by an in-house LLM, Analyze reduces ticket volume by 30% and boosts containment rates by 10% Bengaluru, August 13, 2024 -- Yellow.ai, a global leader in AI-first customer service automation, today announced the launch of Analyze, a groundbreaking solution designed to improve bot interactions with in-depth conversational insights and advanced self-learning capabilities. Powered by an in-house LLM model, Analyze reduces ticket volume by 30% and boosts containment rates by 10%. Traditional automation platforms provide limited insights, focusing only on basic metrics like user numbers or session times. This gap leaves businesses lacking a comprehensive understanding of chatbot interaction quality. According to a recent Yellow.ai survey, 54.5% of customer service professionals seek to enhance their data analysis capabilities through AI adoption. They are turning to AI-first solutions to gain comprehensive insights into bot effectiveness, user satisfaction, conversation topics, and opportunities for improvement in bot interactions. Addressing this demand, Yellow.ai's Analyze not only delivers detailed insights but also uses this information to continuously improve the bot's ability to handle a broader range of customer queries without human intervention. "Customer interactions and contact center data hold immense potential to elevate customer experience, yet many businesses are missing out due to outdated technology," said Raghu Ravinutala, CEO & Co-founder of Yellow.ai. "With the launch of Analyze, we aim to meet this market need and help enterprises close gaps in their customer service strategies. Analyze provides comprehensive metrics that enhance containment opportunities and drive more effective automation." Analyze accomplishes this through four key features: Next-Generation Self-Learning Loopback Technology: Analyze's self-learning functionality enhances automation for voice and chat bots. When a customer query is escalated to a human agent, the transcript is fed back into the system to generate knowledge base articles. These articles enrich the company's knowledge base, enabling the bot to handle similar conversations more effectively in the future. Strategic Insights for Topic Clustering: It enables customer service teams to explore AI-generated topic clusters from bot conversations through an intuitive interface. They can access topic-wise insights on customer sentiments, potential knowledge base article improvements, conversation share, and containment rate opportunities. Conversation Analysis for Improved Customer Support: It analyzes customer conversations to improve the quality of resolution and customer satisfaction. With Analyze, teams can access granular, conversation-level reports instantly, allowing them to assess details such as, resolution status, containment rate opportunity, conversation share and more. Sentiment Analysis for Higher User Satisfaction: Using deep learning, Analyze categorizes conversations as positive, negative, or neutral, offering deeper insights into resolution quality. This analysis, applied to topic clusters, provides more reliable data compared to traditional self-reported feedback. "Insights into bot and user conversations are crucial for us. Analyze by Yellow.ai has the potential to be transformative with in-depth conversation intelligence. The Self-Learning Loopback using LLMs to study human agent conversations, create KB articles and enhance bot automation, stands out. We are excited to see how this can help drive high quality customer service automation," said Eric Hansen, Chief Information Officer, Waste Connections. "This solution evolves with the business, becoming increasingly powerful and adept at meeting customer needs with each interaction," said Ravinutala. "We believe it represents a breakthrough in customer service analytics, giving businesses a significant edge to maximize their ROI from AI-first automation."

Yellow.ai Launches Analyze To Help Enterprises Close Gaps In Customer Service Strategies

Analyze provides comprehensive metrics that enhance containment opportunities and drive more effective automation: Yellow.ai cofounder Customer service automation startup yellow.ai has rolled out a solution to improve bot interactions with in-depth conversational insights and advanced self-learning capabilities. Built on an in-house LLM model, Analyze reduces ticket volume by 30% and boosts containment rates by 10, the company said in a statement. Traditional automation platforms provide limited insights, focusing only on basic metrics like user numbers or session times. This gap leaves businesses lacking a comprehensive understanding of chatbot interaction quality. According to a recent Yellow.ai survey, 54.5% of customer service professionals seek to enhance their data analysis capabilities through AI adoption. They are turning to AI-first solutions to gain comprehensive insights into bot effectiveness, user satisfaction, conversation topics, and opportunities for improvement in bot interactions. Addressing this demand, Yellow.ai's Analyze not only delivers detailed insights but also uses this information to continuously improve the bot's ability to handle a broader range of customer queries without human intervention, the statement added. "With the launch of Analyze, we aim to help enterprises close gaps in their customer service strategies. Analyze provides comprehensive metrics that enhance containment opportunities and drive more effective automation," Raghu Ravinutala, CEO & cofounder of Yellow.ai, said. Analyze enhances customer support through four key features. Its self-learning loopback technology automates and improves bot performance by feeding escalated customer queries back into the system, generating knowledge base articles for future use. It provides strategic insights for topic clustering, allowing customer service teams to explore AI-generated clusters with insights into customer sentiments, knowledge base improvements, and conversation opportunities. In addition, conversation analysis offers detailed reports on resolution quality, enabling teams to assess various metrics like containment rate and conversation share instantly. Finally, sentiment analysis uses deep learning to categorise conversations, providing reliable insights into user satisfaction and resolution quality, surpassing traditional feedback methods. Founded in 2016, Yellow.ai serves 1,100+ enterprises in 85 countries, including Pelago (part of Singapore Airlines), Waste Connections, Sony, Domino's, Hyundai, Volkswagen, Decathlon, Randstad and the Lulu Group International, among others. It offers products across 35 channels (text and voice platforms like mobile, social media, messaging, web, voicebots and more) and supports 135 languages. It also claims to automate 16 Bn+ platform conversations annually. Yellow.ai claims to have achieved 5x rise in global revenue in the past three years and built a team of 650+, Inc42 reported earlier. It claimed $30-40 Mn in annual recurring revenue (ARR) in FY24 (February 1, 2023-January 31, 2024), with India accounting for 30-40% of its business. The global conversational AI market, widely adopted by enterprises for its efficiency and cost-saving benefits, is growing rapidly, expanding from $10.7 Bn in 2023 to a projected $29.8 Bn by 2028, with a compound annual growth rate (CAGR) of 22.6%.

Yellow.ai launches Analyze to elevate CX automation with deeper conversational insights and self-learning capabilities

Dubai: Yellow.ai, a global leader in AI-first customer service automation, today announced the launch of Analyze, a groundbreaking solution designed to improve bot interactions with in-depth conversational insights and advanced self-learning capabilities. Powered by an in-house LLM model, Analyze reduces ticket volume by 30% and boosts containment rates by 10%. Traditional automation platforms provide limited insights, focusing only on basic metrics like user numbers or session times. This gap leaves businesses lacking a comprehensive understanding of chatbot interaction quality. According to a recent Yellow.ai survey, 54.5% of customer service professionals seek to enhance their data analysis capabilities through AI adoption. They are turning to AI-first solutions to gain comprehensive insights into bot effectiveness, user satisfaction, conversation topics, and opportunities for improvement in bot interactions. Addressing this demand, Yellow.ai's Analyze not only delivers detailed insights but also uses this information to continuously improve the bot's ability to handle a broader range of customer queries without human intervention. "Customer interactions and contact center data hold immense potential to elevate customer experience, yet many businesses are missing out due to outdated technology," said Raghu Ravinutala, CEO & Co-founder of Yellow.ai. "With the launch of Analyze, we aim to meet this market need and help enterprises close gaps in their customer service strategies. Analyze provides comprehensive metrics that enhance containment opportunities and drive more effective automation." Analyze accomplishes this through four key features: Next-Generation Self-Learning Loopback Technology: Analyze's self-learning functionality enhances automation for voice and chat bots. When a customer query is escalated to a human agent, the transcript is fed back into the system to generate knowledge base articles. These articles enrich the company's knowledge base, enabling the bot to handle similar conversations more effectively in the future. Strategic Insights for Topic Clustering: It enables customer service teams to explore AI-generated topic clusters from bot conversations through an intuitive interface. They can access topic-wise insights on customer sentiments, potential knowledge base article improvements, conversation share, and containment rate opportunities. Conversation Analysis for Improved Customer Support: It analyzes customer conversations to improve the quality of resolution and customer satisfaction. With Analyze, teams can access granular, conversation-level reports instantly, allowing them to assess details such as, resolution status, containment rate opportunity, conversation share and more. Sentiment Analysis for Higher User Satisfaction: Using deep learning, Analyze categorizes conversations as positive, negative, or neutral, offering deeper insights into resolution quality. This analysis, applied to topic clusters, provides more reliable data compared to traditional self-reported feedback. "Insights into bot and user conversations are crucial for us. Analyze by Yellow.ai has the potential to be transformative with in-depth conversation intelligence. The Self-Learning Loopback using LLMs to study human agent conversations, create KB articles and enhance bot automation, stands out. We are excited to see how this can help drive high quality customer service automation," said Eric Hansen, Chief Information Officer, Waste Connections. "This solution evolves with the business, becoming increasingly powerful and adept at meeting customer needs with each interaction," said Ravinutala. "We believe it represents a breakthrough in customer service analytics, giving businesses a significant edge to maximize their ROI from AI-first automation." To book a demo, visit: https://yellow.ai/platform/analyze/ -Ends- About Yellow.ai Yellow.ai empowers enterprises to create memorable customer conversations through our generative AI-powered customer service automation platform. Our vision is to drive towards the future of fully autonomous customer support that unlocks unparalleled efficiency and significantly reduces operational costs. Headquartered in San Mateo, Yellow.ai serves over 1100 enterprises, including Lulu Group International, Arabic Radio Network, Qatar Post, Papa Johns, Domino's, Taiba Supermarket, and AICCO Insurance, across 85+ countries. Our platform is built on multi-LLM architecture and continuously trained on 16B+ conversations annually, enabling businesses to deliver elevated experiences and build lasting customer relationships. Founded in 2016 with offices across six countries, Yellow.ai has raised over $102 million from blue-chip investors. Contact: Anujaa Singh Senior PR Manager anujaa.singh@yellow.ai