Yellow.ai, the provider of generative AI (GenAI)-powered customer service automation, is announcing the general availability of Email Automation, the company’s large language model (LLM)-powered email solution for managing high volumes of email-based support inquiries. Integrating with Yellow.ai’s omnichannel customer service platform, Email Automation rounds out the company’s personalized support experience.
Large scale email support—despite it being many consumers’ customer service preference—has left many businesses struggling to adequately provide positive, effective customer experiences, according to Yellow.ai.
Targeting this inefficiency, Email Automation leverages LLMs to understand high volumes of complex, unstructured emails, surfacing the email’s intent, object, and urgency. The solution then identifies the user and offers a contextual response based on user insight. This not only reduces ticket volumes by up to 80% but also enhances first-contact resolution by up to 20% and reduces operational costs associated with onboarding and agent training by 60%, according to the company.
“Our customers have emphasized the critical need for a solution addressing the challenges of managing email queries efficiently and promptly. Industry surveys reveal that 62% of companies do not respond to customer service emails, and when they do, the average response time is around 12 hours, which is highly detrimental to the customer experience,” said Raghu Ravinutala, CEO and co-founder of Yellow.ai. “With Email Automation, we’re revolutionizing 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 highly accurate and contextually relevant responses. This well-timed launch aligns with our broader goal to transform customer service by solving complex enterprise challenges.”
Email Automation additionally offers:
- Automated workflow triggering, which uses natural language processing (NLP) to trigger workflows based on email intent, retrieving answers from an enterprise’s knowledge base and escalating the case to an agent when needed
- Agent assist, delivering GenAI-powered response assistance for human agents, increasing reply speed without reducing accuracy
- Simplified classification, automatically categorizing incoming emails based on intent, urgency, customer segment, and more
- Seamless integrations, integrating with a variety of leading ticketing and CRM systems, including Salesforce, SAP, and Zendesk
“Yellow.ai’s Email Automation feature is a game-changer for businesses looking to streamline their support operations on email,” said Jessica Osborn, senior manager, IT operations, Randstad USA. “Leveraging LLMs to identify multiple intents, generating responses, and even escalate to the right teams is a technological breakthrough. We are excited to collaborate with Yellow.ai in improving email support to drive better customer experience.”
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