Yellow.ai Launches ‘Analyze’ to Revolutionize CX Automation with Advanced Conversational Insights and Self-Learning Capabilities

Yellow.ai, a global leader in AI-first customer service automation, has announced the launch of Analyze, a solution designed to elevate customer experience (CX) automation through deeper conversational insights and advanced self-learning capabilities. This platform, powered by an in-house large language model (LLM), aims to transform bot interactions by reducing ticket volume by 30% and boosting containment rates by 10%.

Traditional automation platforms often provide limited insights, focusing only on basic metrics such as user numbers or session times. This limitation leaves businesses without a comprehensive understanding of chatbot interaction quality, a crucial aspect of effective customer service. According to a recent survey conducted by Yellow.ai, 54.5% of customer service professionals are looking to enhance their data analysis capabilities through AI adoption. They are increasingly turning to AI-first solutions to gain a holistic understanding of bot effectiveness, user satisfaction, conversation topics, and areas for improvement in bot interactions.

In response to this growing demand, Yellow.ai’s Analyze not only delivers detailed insights but also utilizes this data to continually enhance the bot’s ability to manage a broader range of customer queries independently, without the need for 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contact center data hold immense potential to elevate customer experience, yet many businesses are missing out due to outdated technology,” said Raghu Ravinutala, CEO & Co-founder of Yellow.ai.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.”

Key Features of Analyze

Next-Generation Self-Learning Loopback Technology: Analyze’s self-learning functionality is designed to enhance automation for both voice and chat bots. When a customer query is escalated to a human agent, the transcript is automatically fed back into the system, where it generates knowledge base (KB) articles. These articles then enrich the company’s knowledge base, allowing the bot to handle similar conversations more effectively in the future.

Strategic Insights for Topic Clustering: Analyze allows customer service teams to explore AI-generated topic clusters from bot conversations through an intuitive interface. Teams can access topic-specific insights on customer sentiments, potential improvements to KB articles, conversation share, and opportunities to enhance containment rates.

Conversation Analysis for Improved Customer Support: Analyze provides a detailed analysis of customer conversations, aimed at improving the quality of resolutions and overall customer satisfaction. Teams can instantly access granular, conversation-level reports that offer insights into metrics such as resolution status, containment rate opportunities, conversation share, and more.

Sentiment Analysis for Higher User Satisfaction: Leveraging deep learning techniques, Analyze categorizes conversations as positive, negative, or neutral, providing deeper insights into the quality of resolutions. When applied to topic clusters, this sentiment analysis offers more reliable data compared to traditional self-reported feedback.

Eric Hansen, Chief Information Officer at Waste Connections, expressed his enthusiasm for the new platform: “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.”

“This solution evolves with the business, becoming increasingly powerful and adept at meeting customer needs with each interaction,” added 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’s Analyze is positioned to set a new standard in CX automation, offering businesses the tools they need to gain a competitive edge in today’s rapidly evolving customer service landscape.