Yellow.ai, a global leader in generative AI-powered customer service automation, announced the general availability of Email Automation to effectively manage high volumes of email-based support inquiries.

The solution leverages generative AI to autonomously handle 80% of incoming email queries, ensuring quick and accurate responses around the clock. Seamlessly supporting multiple languages, it integrates with Yellow.ai’s omnichannel customer service platform, delivering a comprehensive and personalized support experience.

Despite many consumers preferring email for customer service, businesses often struggle to manage email inquiries efficiently. With consumers reporting instances of being ignored and agents failing to address queries adequately on the first interaction, the financial ramifications of poor service are significant. The sheer volume of support queries on emails underscores the critical need for email automation solutions. Yellow.ai’s solution addresses this by providing effective email-based support leading to an improved customer experience.

Powered by Large Language Models (LLM), Email Automation is able to comprehend complex, unstructured emails and accurately identify multiple intents and infer the object and urgency of the email. Taking it a step further, 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 minimized expenses associated with onboarding and training more agents.

“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 & Co-Founder, 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.”

Yellow.ai Email Automation empowers customer support teams by providing:

Automated Workflow Triggering Using Natural Language Processing (NLP) The solution triggers workflows based upon email intentions, ranging from retrieving information from the knowledge base to escalation, agent transfer and escalation and efficiently resolving questions.

Agent Assist: In cases where the email has been directed to a human, they get Generative-AI powered reply assistance, which allows 30% faster replies thanks to automated response generation, without losing the accuracy.

Simplified Classification: Emails received are automatically classified according to the content, urgency, segment, and so on. This reduces the amount of time that human agents spend in manually classifying emails to 30 percent.

Seamless Integrations seamlessly integrates with top CRM and ticketing systems, such as Salesforce, SAP, and Zendesk to facilitate a smooth information flow. This integration allows for personalized resolutions for customers as well as automates the creation of tickets as well as prioritization.

"Yellow.ai's Email Automation feature is an important tool for companies looking to simplify their support operations in the field of email. Making use of LLMs to recognize multiple intents in generating responses, as well as elevate to the right team is a breakthrough in technology. We are delighted to partner with Yellow.ai to improve the support for email to provide better customer service," added Jessica Osborn, Sr. Manager IT Operations, Randstad USA.

Source: Press Release by Yellow.ai.