Yellow.ai launches GenAI-powered Email Automation for managing email based inquiries

Yellow.ai has announced the general availability of Email Automation to manage high volumes of email-based support inquiries. The solution leverages generative AI to autonomously handle 80% of incoming email queries. Hosting multiple languages, it integrates with Yellow.ai's omnichannel customer service platform.

Powered by Large Language Models (LLM), Email Automation can comprehend complex, unstructured emails and identify multiple intents and infer the object and urgency of the email.

The brand’s press statement reveals that it identifies the user and delivers a contextual 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 effectively reduces operational costs by 60% through minimised expenses associated with onboarding and training more agents.

Raghu Ravinutala, CEO and Co-founder, Yellow.ai, said, “Our customers have emphasised 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.”

He added,“With Email Automation, we're revolutionising 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.”

The brand’s press statement revealed that Yellow.ai Email Automation empowers customer support teams with:

Automated Workflow Triggering: Leveraging Natural Language Processing (NLP), the solution triggers workflows based on email intent, from fetching answers from knowledge base to escalation and agent transfer, resolving queries efficiently. 

Agent Assist : For cases when the email is directed to a human agent, they receive Generative-AI powered response assistance, enabling 30% quicker replies through automated response generation without compromising on accuracy. 

Simplified Classification: Incoming emails are automatically classified based on intent, urgency, customer segment, etc., reducing the time spent by human agents in manually prioritising emails by 30%.

Seamless Integrations: It seamlessly integrates with leading ticketing and CRM systems such as Salesforce, SAP, and Zendesk, facilitating smooth information flow. This integration enhances personalised resolutions for customers and enables automated ticket creation and prioritisation.

Jessica Osborn, Sr. Manager IT Operations, Randstad USA, said, “Yellow.ai’s Email Automation feature is a game-changer for businesses looking to streamline their support operations on email. 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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