Yellow.ai Unveils Analyze: Automation Platform with Advanced Self-Learning Capabilities
Yellow.ai has recently unveiled Analyze, a new automation platform powered by an in-house LLM (Large Language Model) to enhance bot interactions with advanced self-learning capabilities. This platform aims to improve customer service by providing in-depth conversational insights and reducing the need for human intervention. According to Yellow.ai, Analyze can reduce ticket volume by 30% and boost containment rates by 10%.
Raghu Ravinutala, CEO & co-founder of Yellow.ai, highlighted the immense potential of customer interactions and contact center data in elevating customer experience. He emphasized that many businesses are missing out on leveraging this potential due to outdated technology. With the launch of Analyze, Yellow.ai aims to help enterprises enhance their customer service strategies by providing comprehensive metrics that drive more effective automation and containment opportunities.
Analyze boasts self-learning functionality that enhances automation for voice and chatbots. Its self-learning loopback technology allows customer queries escalated to a human agent to be fed back into the system as transcripts. These transcripts are used to generate knowledge base articles, enabling the bot to handle similar conversations more effectively in the future.
Additionally, Analyze offers strategic insights for topic clustering, allowing customer service teams to explore AI-generated topic clusters from bot conversations. It can analyze customer conversations to improve future interactions and categorize them as positive, negative, or neutral. This capability provides deeper insights and more reliable data than traditional self-reported feedback methods.
Overall, Yellow.ai’s Analyze platform represents a significant advancement in the field of customer service automation. By leveraging advanced technologies like LLM and self-learning capabilities, Analyze aims to revolutionize how businesses handle customer queries and interactions. With its promise of improved containment rates and reduced ticket volumes, Analyze has the potential to drive significant improvements in customer service efficiency and effectiveness.
