Yellow.ai Launches VoiceX: AI-Powered Voice Platform for Enhanced Customer Service

Yellow.ai Launches Voice Platform for Customer Service AI Agents | PYMNTS.com

The new VoiceX platform is designed to deliver a more human-like intelligent conversational experience than traditional voice bots that often sound robotic, struggle with limited conversational depth and context, and respond slowly, the company said in a Tuesday (Sept. 17) press release emailed to PYMNTS. "Latency and lack of coherence have been a major challenge, causing high abandonment rates and frustrating customer experiences," Yellow.ai CEO and co-founder Raghu Ravinutala said in the release. "The demand from enterprise customers was evident -- this gap needed to be addressed. With VoiceX, we've made significant strides, empowering enterprises to deliver natural, fluid interactions with the speed of machines, ultimately enhancing the overall customer experience." VoiceX is engineered to enable natural, uninterrupted conversations; deliver accurate responses to intricate and detailed queries; provide relevant responses based on user history and preferences; promote engaging interactions by acknowledging, empathizing and encouraging users to continue speaking; and ensure clear conversations by canceling out background noise, according to the release. The voice platform integrates with customer relationship management (CRM) systems and enterprise knowledge bases, connecting smoothly and enabling easy escalation to human agents when needed, per the release. "We developed VoiceX by rethinking our technology stack and implementing massive parallelization of services for optimal orchestration," Rashid Khan, chief product officer and co-founder of Yellow.ai, said in the release. "For example, VoiceX is deeply integrated with our YellowG ecosystem, providing enterprises with access to our suite of [large language models]. These [models] power various functions of customer service automation, dynamically invoked based on the nature of the query and the required action." Advances in conversational AI-powered dynamic AI agents have expanded their language capabilities, enabling them to streamline operations and cut costs for multinational corporations with global call centers, Ravinutala told PYMNTS in an interview posted in August. "Voice AI can detect and respond in multiple languages, while generative AI chatbots engage in nuanced multilingual conversations, enabling human-like conversations with empathy and clarity," Ravinutala said.

Yellow.ai launches VoiceX to make customer conversations natural and real-time with ~1.3 second latency

The LLM-powered voice platform boosts CSAT by 40%, reduces operational costs by 60%, and enhances customer engagement by 60% for improved user experiences Yellow.ai, a global leader in AI-first customer service automation, today announced the launch of VoiceX, bringing voice conversations a step closer to human-like interactions. With LLM-powered intuitive voice technology and reduced latency, VoiceX-enabled AI agents can handle high volumes of customer queries while maintaining quality and delivering natural, context-aware responses. Traditional voice bots often sound robotic and struggle with limited conversational depth and context understanding, worsened by rigid menu navigation. Key challenges include slow response times and a lack of real-time conversational intelligence. VoiceX addresses these inefficiencies by delivering a more human-like intelligent conversational experience. It also achieves latencies of ~1.3 second with a proprietary algorithm. As a result, VoiceX-powered AI agents can enhance customer satisfaction by 40%, reduce operational costs by 60%, and boost customer engagement by 60%. "Voice has always been central to our mission to transform customer service and contact centers. Latency and lack of coherence have been a major challenge, causing high abandonment rates and frustrating customer experiences. The demand from enterprise customers was evident -- this gap needed to be addressed," said Raghu Ravinutala, CEO & Co-founder of Yellow.ai. "With VoiceX, we've made significant strides, empowering enterprises to deliver natural, fluid interactions with the speed of machines, ultimately enhancing the overall customer experience." Seamless Multi-Turn Conversations: VoiceX is engineered to enable natural, uninterrupted conversations. The AI agents demonstrate a high degree of conversational understanding, waiting for users to complete their responses before responding. This ensures smoother exchanges during complex, multi-turn interactions. Precision in Handling Complex Requirements: VoiceX facilitates advanced alphanumeric digit capture, enhancing its ability to recognize phonetic alphabets and process multiple intents within longer responses. This results in highly accurate responses, even for intricate and detailed queries. Context Retention for Enhanced Interactions: VoiceX-powered AI agents retain context throughout the conversation, allowing them to provide more relevant responses based on user history and preferences. This contextual understanding also facilitates faster responses and more seamless interactions as the system continuously learns from past conversations. Bot Back-Channeling and Contextual Interruptibility: VoiceX integrates sophisticated back-channeling capabilities, such as acknowledging, empathizing, and encouraging users to continue speaking, thereby promoting more engaging interactions. Additionally, it manages user interruptions effectively, ensuring that conversations remain fluid even during interruptions. Background Cancellation: VoiceX features advanced noise processing algorithms that effectively cancel out background noise, ensuring clearer, distraction-free conversations. "We aim to make life simple for our customers and provide service before you even think to call Ferrellgas. However, when you do need to call, Yellow.ai's VoiceX has the ability to completely transform the customer's interaction. Voice AI is a great tool for our customer service professionals and is so intuitive that it raises the bar on the customer's experience with Ferrellgas. This is a new thing to watch for and Ferrellgas is so excited to collaborate on this with Yellow.ai," said Joanne Reusch, Director, Service Quality, FerrellGas. "Customer engagements are rapidly evolving from clicks to conversations, driven by the advancements in conversational AI and voicebots. Breakthrough developments in large language models (LLMs) are further accelerating this shift, enabling more natural, intelligent, and human-like interactions. Yellow.ai's new generative AI-powered voice platform, VoiceX, is a market-leading platform offering that addresses the limitations of traditional voice bots -- such as high latency, poor response audio quality, and limited conversational depth. By delivering seamless, real-time voice conversations, VoiceX has the potential to help enterprises supercharge their self-serve capabilities and redefine customer experience," said Anubhav Das, Practice Director, Everest Group. "We developed VoiceX by rethinking our technology stack and implementing massive parallelization of services for optimal orchestration. For example, VoiceX is deeply integrated with our YellowG ecosystem, providing enterprises with access to our suite of LLMs. These LLMs power various functions of customer service automation, dynamically invoked based on the nature of the query and the required action," said Rashid Khan, CPO & Co-founder of Yellow.ai. VoiceX also seamlessly integrates with CRM systems and enterprise knowledge bases to deliver voice-optimized, context-aware information in quick, digestible formats using Generative AI. With one-click integration into third-party platforms, VoiceX connects smoothly with existing systems and enables easy escalation to human agents when needed. Visit to experience VoiceX: https://yellow.ai/experience-voicex/ About Yellow.ai Yellow.ai empowers enterprises to create memorable customer conversations through our AI-first 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 Sony, Domino's, Hyundai, Volkswagen, ITC Ltd, OYO, Skoda Auto, and Asian Paints, 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.