Yellow.ai launches Analyze to enhance customer service automation 

Artificial intelligence (AI)-driven customer service automation provider Yellow.ai has introduced Analyze, a new tool aimed at improving bot interactions by offering in-depth conversational insights and self-learning features. 

The Analyze tool provides detailed insights that help bots handle a wider range of customer queries without requiring human assistance. This is achieved using Yellow.ai’s in-house language model, which has been shown to reduce customer service ticket volume by 30% and increase containment rates by 10%. 

One of the key features of Analyze is its ability to learn from interactions. When a customer query is escalated to a human agent, the conversation transcript is fed back into the system, generating knowledge base articles. These articles will help the bot handle similar queries more effectively in the future. 

Customer service teams can use Analyze to explore AI-generated topic clusters from bot conversations. The tool provides insights into customer sentiments, knowledge base article improvements, conversation share, and containment rate opportunities. 

Analyze also categorises customer conversations as positive, negative, or neutral, offering deeper insights into resolution quality. These insights, applied to specific topics, offer more reliable data than traditional self-reported feedback. 

Raghu Ravinutala, CEO & Co-founder of Yellow.ai, said, “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.”