Revolutionize Customer Support and Engagement with the Power of yellow.ai

Table of Contents

1. Introduction
2. The Vision of yellow.ai
3. The Challenges Faced by Brands
4. Transforming Customer Support and Employee Engagement
5. The yellow.ai Platform
   • 5.1 Omni-Channel and Multilingual Experience
   • 5.2 Integration Friendly
   • 5.3 Tools for Building and Delivering a Great Customer Experience
   • 5.4 Studio: Intuitive Workflow Builder
   • 5.5 Inbox: Customer Support Agent Dashboard
   • 5.6 Insights: Detailed Analytics and Reporting
   • 5.7 Engage: Design and Launch Marketing Campaigns
   • 5.8 Channels: Deploying Virtual Assistants
6. How yellow.ai Can Benefit Businesses
7. Success Stories and Impact
8. Conclusion
9. FAQ

Transforming Customer Support and Employee Engagement with yellow.ai Platform

In today's digital world, brands are faced with the challenge of meeting the high expectations of consumers who prefer self-service and demand fast, seamless, and resolution-driven customer support. To stay ahead in this competitive landscape, brands need to transform their customer support and employee engagement strategies. This is where the yellow.ai platform comes in. With its total experience automation platform and dynamic AI agents, yellow.ai is revolutionizing the way customer support and employee engagement are delivered.

yellow.ai's vision is to build conversations that delight customers and make employees happier. With their platform, they are creating moments of magic by automating workflows and conversations at Scale. The platform is powered by a homegrown natural language processing engine that seamlessly brings a human touch into the loop when needed. It enables businesses to deliver a true omni-channel and multilingual experience across web, text, and voice channels.

The yellow.ai platform is integration-friendly, with over 100 native integrations with enterprise tools such as Salesforce, Oracle, SAP, and Workday. It can also integrate with homegrown tools and existing robotic process automation systems to provide an integrated and consistent experience to users on multiple channels.

The yellow.ai Platform

Omni-Channel and Multilingual Experience

yellow.ai's platform allows businesses to deliver a seamless customer experience across multiple channels. Whether it's web, text, or voice, yellow.ai ensures that customers can interact with virtual assistants in their preferred channel. This omni-channel approach provides a convenient and consistent experience for customers, regardless of the platform they choose to engage with.

Additionally, yellow.ai's platform supports multilingual capabilities, allowing businesses to cater to customers in their preferred language. The platform's language processing engine ensures accurate and Fluent communication, breaking down language barriers and enabling efficient interactions.

Integration Friendly

yellow.ai understands the importance of seamless integration with existing tools and systems. That's why their platform offers over 100 native integrations with popular enterprise tools. Whether it's Salesforce, Oracle, SAP, or Workday, yellow.ai can effortlessly integrate with these tools to provide a unified experience for businesses. Moreover, the platform can also integrate with any homegrown tools and existing robotic process automation systems, ensuring a smooth workflow and efficient communication.

Tools for Building and Delivering a Great Customer Experience

The yellow.ai platform provides a range of intuitive tools that empower businesses to build and deliver exceptional customer experiences. The Studio, an easy-to-use workflow builder, allows businesses to design and automate customer journeys. With its no-code builder and ready-to-use templates, businesses can create powerful workflows that trigger various actions based on users' responses. The Studio also enables the design of virtual assistant responses by incorporating rich UI elements such as images, carousels, and videos. Additionally, businesses can train the virtual assistant on intents, configure contexts, and manage business-specific vocabulary to ensure human-like conversations.

The platform also features document cognition, allowing businesses to upload or point the platform to unstructured data such as PDF files, WORD documents, or SharePoint locations. The document cognition engine scans and indexes the entire content, extracting FAQs by itself based on user inquiries. The coupling of structured data from system integrations with unstructured data enables yellow.ai to drive Meaningful conversations that enable self-service and improve first-call resolution.

Studio: Intuitive Workflow Builder

The Studio is where businesses can build their business workflows that drive customer journeys. With its intuitive and easy-to-use interface, the Studio provides a no-code builder that allows businesses to create workflows seamlessly. It also offers ready-to-use templates that businesses can leverage to get a head start. The Studio empowers businesses to design virtual assistant responses that include rich UI elements such as images, carousels, and videos. Moreover, businesses can create workflows with conditional logic to enable automated conversations that are human-like and personalized.

Businesses can also train the virtual assistant on intents and configure contexts and business-specific vocabulary to ensure accurate and fluent interactions with users. The Studio also allows businesses to define frequently asked questions (FAQs) that the virtual assistant can refer to as users interact with it. With its understanding of user intent, the virtual assistant not only responds but also takes users on a journey to complete tasks or transactions seamlessly.

Inbox: Customer Support Agent Dashboard

The Inbox is the customer support agent dashboard where agents can manage and respond to incoming conversations. Upon landing on the Inbox, agents can easily monitor and track conversation volumes across all channels and evaluate agent support. Key metrics such as average handling time, first response time, and more help measure and improve customer support. The Inbox provides trends and insights, allowing agents to slice and dice data by channel and timeframe. When a virtual agent finishes a conversation with a user and needs to route it to a live agent, the entire conversation log is sent to the live agent, who can then take charge and seamlessly continue the conversation. Live agents can monitor conversations in real-time and jump in whenever necessary.

To enhance agent efficiency, the Inbox features several tools. Agent assist prompts live agents with potential responses as they interact with users, leading to faster and more accurate replies. Additionally, the live translation feature enables agents to respond in their language, which is then translated to the customer's language, ensuring clear and effective communication. Agents can configure their availability and capacity in the Inbox and intelligently route conversations to the right department. They also have the option to manually assign chat tickets to other agents for better support.

Insights: Detailed Analytics and Reporting

The Insights section provides businesses with detailed analytics and reporting capabilities to monitor the pulse of conversations happening on all channels. In the overview section, businesses can get a snapshot of conversation volumes across different channels and track key metrics such as bot performance, average handling time, and first response time. They can analyze traffic, user behavior, and engagement across channels to launch more effective campaigns. Additionally, businesses can export data from Insights into their reporting tools for further analysis.

Insights also help businesses track the accuracy of the virtual assistant and identify commonly accessed journeys. In cases where the bot is unable to respond to an inquiry, Insights documents them as unidentified utterances, which can be addressed by live agents. As live agents respond to these unidentified utterances, the bot learns and improves its responses going forward.

Engage: Design and Launch Marketing Campaigns

The Engage feature in yellow.ai's platform allows businesses to design and launch marketing campaigns targeted at their customers. Through Engage, businesses can create inbound and outbound campaigns that can be launched on multiple channels. Businesses can set pre-defined templates for quick campaign launches, and they can choose how messages should be sent based on the nature of their campaigns. This flexibility enables businesses to choose the most suitable messaging strategy for their campaigns, ensuring maximum impact and engagement.

Channels: Deploying Virtual Assistants

The Channels section of the yellow.ai platform allows businesses to choose the channels on which they want to deploy virtual assistants. Whether it's a website, text, WhatsApp, or social channels, businesses can easily deploy the virtual assistant to the desired channels with just a click. This versatility ensures that customers can access the virtual assistant through their preferred platforms, providing a seamless and convenient user experience.

How yellow.ai Can Benefit Businesses

The yellow.ai platform offers numerous benefits to businesses, from improving customer support to enhancing employee engagement. By automating workflows and conversations, businesses can deliver a great customer experience that is fast, seamless, and resolution-driven. The platform's integration-friendly nature enables businesses to unify their systems and tools, ensuring a consistent experience across channels. With the ability to deploy virtual assistants on multiple channels and provide a multilingual experience, businesses can cater to a diverse customer base.

Moreover, yellow.ai's platform empowers businesses to analyze and track conversations, monitor key metrics, and gain valuable insights through detailed analytics and reporting. This allows businesses to optimize their customer support operations, improve agent efficiency, and launch effective marketing campaigns. The platform's AI capabilities enable businesses to provide personalized interactions, resulting in higher customer satisfaction and increased ROI.

Success Stories and Impact

yellow.ai has successfully delivered significant impact and results for hundreds of customers across different industries. By implementing the yellow.ai platform, companies have experienced improved customer satisfaction scores, increased first-call resolution rates, and reduced call volumes. The platform's automation capabilities have streamlined workflows and improved efficiency, enabling businesses to handle a higher volume of conversations while maintaining a high level of customer support.

yellow.ai's platform has proven to be a Game-changer for brands, providing the tools and capabilities needed to transform their customer support and employee engagement strategies. By leveraging AI and automation, businesses can create moments of magic that delight customers and make employees happier.

Conclusion

The yellow.ai platform is revolutionizing customer support and employee engagement by providing brands with the tools they need to automate workflows and conversations. With its intuitive workflow builder, powerful analytics, and integration-friendly nature, yellow.ai enables businesses to deliver exceptional customer experiences. The platform's multilingual capabilities and omni-channel support ensure that customers can engage with virtual assistants seamlessly. By leveraging yellow.ai, businesses can elevate both customer experience and employee engagement, ultimately driving better results and improved ROI.

Resources

• yellow.ai Academy: https://www.yellow.ai/academy/
• yellow.ai Sign-Up: https://www.yellow.ai/sign-up/

FAQ

Q: How does yellow.ai improve customer support? A: yellow.ai improves customer support by automating workflows and conversations, providing fast and seamless resolution-driven experiences. The platform's virtual assistants can handle a high volume of conversations across multiple channels, ensuring efficient customer service.

Q: Can yellow.ai integrate with existing tools and systems? A: Yes, yellow.ai offers over 100 native integrations with popular enterprise tools such as Salesforce, Oracle, and SAP. The platform can also integrate with homegrown tools and existing robotic process automation systems, ensuring a unified experience for businesses.

Q: How does yellow.ai track and analyze conversations? A: yellow.ai's platform provides detailed analytics and reporting capabilities through its Insights section. Businesses can monitor key metrics, track trends, and export data for further analysis. The platform also identifies unidentified utterances for live agents to address, enabling continuous improvement.

Q: What benefits can businesses expect from using yellow.ai? A: Businesses can expect improved customer satisfaction, increased first-call resolution rates, reduced call volumes, and enhanced agent efficiency. The platform's automation capabilities streamline workflows and provide personalized interactions, resulting in a better customer experience and higher ROI.

Q: How can businesses deploy virtual assistants using yellow.ai? A: yellow.ai's platform allows businesses to deploy virtual assistants on multiple channels such as websites, text, WhatsApp, and social channels. Businesses can choose the desired channels and easily deploy the virtual assistant with just a click.

Q: What industries has yellow.ai made an impact on? A: yellow.ai has made an impact on a wide range of industries, including e-commerce, banking, telecommunications, healthcare, and more. The platform's automation capabilities and personalized interactions have delivered significant results for businesses across various sectors.