Yellow.ai has unveiled Analyze, an automation platform powered by an in-house LLM to improve bot interactions with in-depth conversational insights and advanced self-learning capabilities. It claims to reduce ticket volume by 30% and boost containment rates by 10%.
Yellow.ai’s Analyze aims to provide detailed insights and uses this information to improve the bot’s ability to handle a broader range of customer queries without human intervention.
Immense potential
“Customer interactions and contact centre data hold immense potential to elevate customer experience, yet many businesses are missing out due to outdated technology,” said Raghu Ravinutala, CEO & co-founder of Yellow.ai. “With the launch of Analyze, we aim to meet this market need and help enterprises close gaps in their customer service strategies. Analyze provides comprehensive metrics that enhance containment opportunities and drive more effective automation.”
Key features
Analyze claims to have self-learning functionality that enhances automation for voice and chatbots. With its self-learning loopback technology, customer queries escalated to a human agent, allowing Analyze to create a transcript fed back into the system. Knowledge base articles are generated from the transcript, enabling the bot to handle similar conversations more effectively in the future.
It can also share strategic insights for topic clustering so that customer service teams can explore AI-generated topic clusters from bot conversations. Further, it claims to be able to analyse customer conversations to improve future interactions and categorise conversations as positive, negative, or neutral. Through this capability, it claims to offer deeper insights and provide more reliable data than traditional self-reported feedback.
