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yellow.ai, the world’s leading Conversational CX Automation Platform, trusted by more than 700 enterprises globally, 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 centres will use voice bots. With the growing demand for hyper-automation and on-demand resolution by customers in Singapore, adding Voice AI capabilities to yellow.ai’s rich customer experience automation platform is a natural evolution to realising a vision of Total CX Automation. The human-like voice AI bots can understand sentiments, intent and past behaviour, and also 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 personalised 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 e-payments Director, Southeast Asia, Zalora said “The pandemic accelerated the organisational 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.”

With digitalisation on the rise, Customer Experience has now become the main competitive advantage for any company. The rise in the adoption of AI and the importance of virtual assistants/chatbots in Singapore can be seen in the country’s $2.82b Smart Nation investment in digital infrastructure, initiatives such as AI for Everyone (AI4E), AI for Industry (AI4I), and partnerships with industry leaders such as Microsoft to integrate chatbots for public services. In fact, the use of AI can potentially help boost the island nation’s economy by up to US$215b by 2035.

“With us, enterprises can successfully automate customer experience while elevating the quality of customer interactions. We have already been recognised as a leader in Conversational AI by Gartner and G2, which is a testament to our platform capabilities. Now we are actively expanding our strategic partnerships and offices around the world, with Singapore 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.

Recognising 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.

To mark the launch, yellow.ai is hosting a mega-event ‘Envision – Future of Voice AI’ on 22 June. This is a global thought-leadership event, featuring industry experts from Microsoft, Concentrix, VUX, Teleperformance and more, to deep dive into Voice AI and its role in conversational CX.

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