Yellow.ai Launches Email Automation: Revolutionizing Customer Support with Generative AI

Yellow.ai, a global leader in generative AI-powered customer service automation, has announced the general availability of Email Automation, aimed at efficiently managing high volumes of email-based support inquiries. This groundbreaking solution leverages generative AI to autonomously handle 80% of incoming email queries, ensuring quick and accurate responses around the clock.

Addressing the Challenge of Email Support

Despite the preference of many consumers for email-based customer service, businesses often struggle to manage email inquiries efficiently. Instances of customers being ignored or queries inadequately addressed can have significant financial ramifications. Yellow.ai’s Email Automation addresses this challenge by providing effective email-based support, leading to an enhanced customer experience.

Powered by Large Language Models (LLM)

Yellow.ai’s Email Automation is powered by Large Language Models (LLM), enabling it to comprehend complex, unstructured emails and accurately identify multiple intents. It can infer the object and urgency of the email, delivering contextual responses grounded in user insights. This capability reduces ticket volumes by up to 80% and improves first contact resolution by up to 20%, ultimately reducing operational costs by 60%.

Customer Empowerment with Automated Workflow Triggering

The solution leverages Natural Language Processing (NLP) to trigger workflows based on email intent, from fetching answers from knowledge bases to escalation and agent transfer. This ensures queries are resolved efficiently, empowering customer support teams to deliver timely responses.

Agent Assist for Quicker Replies

For cases requiring human intervention, Yellow.ai’s Email Automation provides agent assistance with Generative-AI powered response generation. This enables agents to reply 30% quicker without compromising on accuracy, thus enhancing overall support efficiency.

Simplified Classification and Seamless Integrations

Incoming emails are automatically classified based on intent, urgency, customer segment, etc., reducing the time spent by human agents in manually prioritizing emails. Additionally, the solution seamlessly integrates with leading ticketing and CRM systems such as Salesforce, SAP, and Zendesk, facilitating smooth information flow and enhancing personalized resolutions for customers.

Industry Recognition and Collaboration

Jessica Osborn, Sr. Manager IT Operations at Randstad USA, highlighted the significance of Yellow.ai’s Email Automation feature, describing it as a game-changer for businesses seeking to streamline their support operations on email. She emphasized the technological breakthrough achieved by leveraging LLMs to identify intents, generate responses, and escalate queries to the right teams.

Quote from Yellow.ai CEO

Raghu Ravinutala, CEO & Co-Founder of Yellow.ai, emphasized the critical need addressed by Email Automation, stating, “With Email Automation, we’re revolutionizing how businesses manage customer email inquiries.” He highlighted Yellow.ai’s commitment to transforming customer service by solving complex enterprise challenges.