While recent studies have indicated that most of us still prefer the telephone as a customer support tool (with a big side of text messaging thrown in for good measure), email still remains a popular choice for reaching out to businesses. The average business today gets so much email, in fact, that managing, sorting and analyzing it becomes a problem. Too many customers report that emails to businesses are going unanswered (or that emails are inadequately answered), forcing customers to pick up the phone and driving down first-contact resolution metrics.
AI-powered customer service automation company Yellow.ai recently announced a solution: 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. The new solution, which supports multiple languages, integrates with Yellow.ai's omnichannel customer service platform, delivering a comprehensive and personalized support experience, said the company.
Powered by large language models (LLMs), 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, according to the company.
"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 and 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.”
Edited by
Alex Passett
