Customer experience automation platform Yellow.ai has launched a new omnichannel customer support helpdesk solution for agents.
Yellow.ai offers a range of conversational AI and CX automation products utilising its own natural language processing and understanding engine. The company’s new INBOX offering allows agents to manage customer queries across over 35 different channels via a single dashboard, with features including customer history and context to reduce resolution time.
Rashid Khan, CPO and Co-founder, Yellow.ai said: “INBOX is a sophisticated, yet easy to operate, email based automated ticketing system for tracking, prioritising, and solving customer support tickets with the right information at the right time.
“It integrates and manages all customer information in one place, so that communication between businesses and their customers is efficient, relevant, and personal.”
The solution also includes a low and no-code workflow builder to enable customisation and tailoring to specific use cases. Its other features include:
- A single view of support tickets across channels
- Auto-translation for multi-lingual conversations
- Integrations with leading customer relationship management products
- Voice and video calling capabilities
- Proactive notifications on Whatsapp and other social media channels
“Our AI-powered automation solutions are designed to provide speed, convenience and consistency,” said Raghu Ravinutala, CEO and Co-founder, Yellow.ai.
“But most importantly we believe in ensuring the human touch for truly memorable CX – that is, creating real connections by making technology feel more human and giving employees what they need to create better customer experiences.”
Back in June, the company introduced voice AI bots that can identify and understand sentiment, intent and past behaviour in order to converse naturally across text and voice.
“Conversational interfaces are changing how we relate to brands, and voice is playing a key role in enabling smarter brand-to-consumer interactions,” said Raghu Ravinutala at the time. “Today, growth and success in every business is highly indexed to creating personalised and differentiated customer experiences.”
