Yellow.ai debuts industry-first Orchestrator LLM in AI customer service

Yellow.ai, the global vendor in AI-powered customer service automation, has unveiled its industry-first Orchestrator LLM agent model. This model represents a significant evolution in AI-powered customer service technology. The Orchestrator delivers personalised, contextually aware conversations, determining the most suitable next steps for optimal interaction while rapidly and accurately resolving customer queries. This context-aware, conversational model has already shown promising results, with customer satisfaction increasing by over 60%.

Traditional chatbots often disappoint users with a lack of contextual awareness and a failure to remember previous interactions. This results in disjointed conversations and leads to customer dissatisfaction. These problems arise from these bots' limited capacity to process queries beyond their programmed responses. This is a consequence of inadequate training on user intentions and utterances. Large language models (LLMs), however, can enhance personalisation in automated customer experiences. Yellow.ai's Orchestrator LLM tackles these problems head-on, enhancing the customer experience and cutting operational costs significantly.

Orchestrator LLM is proficient in context switching and engaging in minor small talk, creating seamless transitions between queries. It skillfully analyses conversations, recognises multiple intents, and maintains context, guiding users towards their primary objectives while avoiding abrupt conversation endings. By storing past interactions, the Orchestrator facilitates more comprehensive, human-like conversations. It not only anticipates customer needs but also triggers the appropriate tool without manual training. This elimination of training significantly reduces operational costs by 60% and boosts agent productivity by 50%.

Raghu Ravinutala, CEO and co-founder of Yellow.ai commented, "Unlocking the full potential of LLMs requires a strong orchestration framework. Our Orchestrator LLM serves as a central integration hub, seamlessly working with various AI tools and backend systems to deliver more cohesive and personalised customer experiences." The ambition is to redefine the customer service sector through AI-first solutions that can deliver human-like experiences autonomously.

Thanks to Orchestrator LLM, Yellow.ai is making substantial advancements in customer service. Eric Hansen, CIO of Waste Connections, states, "Orchestrator LLM can truly revolutionise the customer service industry. Its ability to anticipate customer needs and deliver instant, relevant responses will boost customer loyalty and operational efficiency."

Alongside Orchestrator LLM, Yellow.ai has launched YellowG LLM for zero-setup, goal-oriented conversations, summarisation, and Q&A answering, and Komodo-7B, Indonesia’s first model for customer support in 11+ regional languages. These LLMs, designed to stringent enterprise standards, are equipped to provide secure, precise, and personalised customer interactions with a less than 1% hallucination rate and an average response time of 0.6 seconds. The company's robust generative AI capabilities have been demonstrated with the successful deployment of over 150 generative AI bots for enterprises, showcasing its commitment to delivering AI-first solutions for customer service.