yellow.ai, a Conversational CX Automation Platform, announced the launch of Voice AI bots on its platform, in addition to the existing channels of text automation like Website, WhatsApp, Facebook, Kakaotalk, Instagram, Line, and more. Having worked with over 109 brands in the region, yellow.ai offers enterprise-grade chat and voice bots, weaving in the best of AI and Human intelligence to deliver highly differentiated elevated customer experience at a fraction of the current operational cost.
Gartner predicts that by 2025, 40% of all inbound voice communications to call centers will use voice bots. With the growing demand for hyper-automation and on-demand resolution by customers in Malaysia, adding Voice AI capabilities to yellow.ai’s rich customer experience automation platform is a natural evolution to realizing a vision of Total CX Automation. The human-like voice AI bots can understand sentiments, intent, and past behavior, and also modify pitch, tone, excitement, and more, to suit customer sentiment and intent on channels like Telephony, Google Assistant and Alexa. The company’s bots can natively converse naturally in 100+ languages across text and voice, such as Bahasa Malay, Bahasa Indonesia, Tagalog, Mandarin, English, Tamil, and more, out-of-the-box.
Citing the importance of Southeast Asia as a key region leading the way in high-tech adoption, Raghu Ravinutala, CEO and Co-Founder of yellow.ai said “Conversational interfaces are changing how we relate to brands and voice is playing a key role in enabling smarter brand-to-consumer interactions. Today, growth and success in every business are highly indexed to creating personalized and differentiated customer experiences. At yellow.ai, we are dedicated to enabling human-like, engaging conversations with our conversational CX platform, which is the ultimate balance between human + AI capabilities”.
Kannan Rajaratnam, Customer Experience and epayments Director, Southeast Asia, Zalora said “The pandemic accelerated the organizational needs to transform at an unprecedented pace. Weighing the priorities at hand and yet to take on the transformation agenda would be a mammoth step and we are glad to be able to partner with like-minded companies who strongly believe in seamless customer experience while uplifting operational efficiency. We are able to handle double the volume with the same team size and support our customers extensively with a yellow.ai powered chatbot.”
As per the Malaysia Digital Economy Corporation (MDEC), the driving body behind Malaysia’s digitalisation efforts, the adoption of AI powered chatbots and voicebots has seen a promising rise in the country. The government is actively inking deals with global tech giants like Microsoft to upskill the workforce. Through the government’s MyDIGITAL framework, the market is expected to see US$4.6 billion in new revenue for the country’s ecosystem of local partners and cloud-consuming customers over the next four years.
“With us, enterprises can successfully automate customer experience while elevating the quality of customer interactions. We have already been recognized as a leader in Conversational AI by Gartner and G2, which is testament to our platform capabilities. Now we are actively expanding our strategic partnerships and offices around the world, with Malaysia as a key market, in Southeast Asia. We are delighted to extend our repertoire in the region with ‘Conversational Voice AI’, the future of CX” concluded Raghu.
Recognizing the evolving needs of businesses and the scattered nature of CX interactions, the addition of yellow.ai’s Voice AI solutions bring Total Customer Experience (CX) automation under one umbrella across – engagement, marketing, sales, support, and even commerce.