Yellow.ai, a generative AI-powered customer service automation platform, has announced the availability of email automation, to manage high volumes of email-based support inquiries.
According to an official release, the solution leverages generative AI to autonomously handle 80% of email queries. Through supporting multiple languages, the solution is believed to integrate with Yellow.ai’s omnichannel customer service platform. Powered by large language models (LLM), email automation is understood to comprehend emails and identify intents and infer the object and urgency of the email. From what it’s understood, it identifies the user and delivers a response grounded in user insights, reducing ticket volumes by up to 80% and improving first contact resolution by up to 20%. Consequently, Yellow.ai’s email automation can reduce operational costs by 60% through minimised expenses associated with onboarding and training more agents.
Reportedly, Yellow.ai email automation benefits customer support teams with automated workflow triggering, which leverages natural language processing (NLP) to trigger workflows based on email intent, agent assist, which helps when the email is directed to a human agent enabling 30% quicker replies through automated response generation, classification, which allows incoming emails to be automatically classified based on intent, urgency, customer segment, among others, reducing the time spent by human agents in manually prioritising emails by 30%, and integrations, which integrates with ticketing and CRM systems such as Salesforce, SAP, and Zendesk to enhance personalised resolutions for customers and enable automated ticket creation and prioritisation.
“With email automation, we’re aiming to revolutionise how businesses manage customer email inquiries. Yellow.ai’s email automation, powered by YellowG – our proprietary LLM, showcases a hallucination rate below one percent for relevant responses. This launch intends to align with our goal to transform customer service by solving enterprise challenges,” Raghu Ravinutala, co-founder and CEO, Yellow.ai, said.
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