Yellow.ai has announced the launch of its VoiceX platform, a development aimed at advancing the nature of voice interactions to more closely resemble real conversations. The platform is powered by large language model (LLM)-based intuitive voice technology designed to handle large volumes of customer inquiries efficiently while delivering context-aware responses with consistent quality.
The VoiceX platform has been optimised to operate with low latency, achieving response times of approximately 1.3 seconds through a proprietary algorithm. According to Yellow.ai, the new platform aims to enhance customer satisfaction (CSAT) by 40%, reduce operational costs by 60%, and improve customer engagement by the same margin.
Addressing limitations in traditional voice bots, which often sound robotic and lack conversational depth, VoiceX provides a more human-like conversational experience.
Raghu Ravinutala, CEO and Co-founder of Yellow.ai, explained the motivation behind the development, stating, "Voice has always been central to our mission to transform customer service and contact centres. Latency and lack of coherence have been a major challenge, causing high abandonment rates and frustrating customer experiences. The demand from enterprise customers was evident - this gap needed to be addressed. With VoiceX, we've made significant strides, empowering enterprises to deliver natural, fluid interactions with the speed of machines, ultimately enhancing the overall customer experience."
VoiceX has been engineered to enable natural, uninterrupted multi-turn conversations. The AI agents are designed to wait until users have completed their responses before replying, ensuring smoother exchanges and facilitating advanced alphanumeric digit capture. This allows the system to recognise phonetic alphabets and process multiple intents within longer responses, making it capable of handling complex and detailed queries accurately.
The platform retains context throughout conversations, drawing on user history and preferences to deliver more relevant responses. This continuous learning from past interactions allows faster response times and smoother exchanges. The system also incorporates sophisticated back-channeling capabilities, such as acknowledging and empathising with users, promoting more engaging interactions.
Another feature is its ability to manage user interruptions effectively, ensuring that conversations remain fluid despite disruptions. Advanced noise processing algorithms are employed to cancel out background noise, ensuring clearer and distraction-free communication.
Voicing customer appreciation for the new technology, Joanne Reusch, Director of Service Quality at Ferrellgas, stated, "We aim to make life simple for our customers and provide service before you even think to call Ferrellgas. However, when you do need to call, Yellow.ai's VoiceX has the ability to completely transform the customer's interaction. Voice AI is a great tool for our customer service professionals and is so intuitive that it raises the bar on the customer's experience with Ferrellgas. This is a new thing to watch for and Ferrellgas is so excited to collaborate on this with Yellow.ai."
Industry experts are acknowledging the shift in customer engagements driven by advancements in conversational AI. "Customer engagements are rapidly evolving from clicks to conversations, driven by the advancements in conversational AI and voicebots. Breakthrough developments in large language models (LLMs) are further accelerating this shift, enabling more natural, intelligent, and human-like interactions," commented Anubhav Das, Practice Director at Everest Group. He added that Yellow.ai's VoiceX platform is well-positioned to address the limitations associated with traditional voice bots.
Rashid Khan, CPO and Co-founder of Yellow.ai, described the technological underpinnings of VoiceX, stating, "We developed VoiceX by rethinking our technology stack and implementing massive parallelisation of services for optimal orchestration. For example, VoiceX is deeply integrated with our YellowG ecosystem, providing enterprises with access to our suite of LLMs. These LLMs power various functions of customer service automation, dynamically invoked based on the nature of the query and the required action."
The platform also integrates with Customer Relationship Management (CRM) systems and enterprise knowledge bases, delivering voice-optimised, context-aware information quickly and efficiently through the use of generative AI. With one-click integration into third-party platforms, VoiceX is designed to connect smoothly with existing systems and enable easy escalation to human agents when necessary.
