Customer support agents are the unsung heroes of every business, bridging the gap between brands and their customers. Yet, their potential often goes untapped, weighed down by repetitive tasks, constant tool-switching, and fragmented processes. Imagine if agents had a powerful ally—a resource that could fetch information, automate routine actions, and provide instant answers—all within their existing workflow.
Enter the Yellow.ai agent-assist bot. More than just a tool, it’s an agent’s personal assistant, engineered to revolutionize productivity, simplify complex workflows, and enhance the support experience. By cutting ticket handling time by 50%, automating 80% of repetitive tasks, and reducing tool-switching by 80%, the Yellow.ai agent-assist bot empowers agents to focus on what truly matters: delivering exceptional customer care.
With the Yellow.ai agent-assist bot, support isn’t just faster—it’s smarter, more efficient, and tailored to meet the demands of modern customer expectations.
What is the Yellow.ai agent assist bot?
The agent-assist bot functions as an agent-to-agent assistant:
- Task execution: Agents can perform specific actions—like storing customer data, updating records, or processing refunds—directly within the inbox. These tasks are pre-configured by bot developers to align with business needs.
- Answering questions: Agents can ask the bot simple questions, such as “What’s the refund policy?” or “How do I reset a customer password?” The bot provides quick, accurate responses without the need for additional searches.
- Data management: The bot enables agents to store and manage customer data with simple commands, ensuring efficiency and reducing the risk of errors.
Essentially, it acts as a non-intrusive supervisor, empowering agents to make decisions and complete actions autonomously while keeping operations smooth and efficient.
Key features of the agent assist bot
A few of the many features yellow.ai’s Agent assist bot offers are:
1. Streamlined workflows
The Yellow.ai agent-assist bot centralizes key actions within the support inbox, eliminating the need for agents to juggle multiple tools or tabs. Tasks like order cancellations, data storage, and CRM updates are handled with just a few clicks.
2. Enhanced agent productivity
By automating routine tasks and providing quick answers, the Yellow.ai agent-assist bot minimizes distractions and empowers agents to resolve customer issues faster.
3. Reduced handling time
When agents can perform all necessary actions within the inbox, the time required to resolve queries drops significantly, improving operational efficiency.
4. Improved customer satisfaction
Faster responses, accurate resolutions, and fewer delays lead to happier customers who feel valued and understood.
5. Non-intrusive guidance
The Yellow.ai agent-assist bot provides real-time support without overshadowing or micromanaging the agent, ensuring a comfortable and confident work environment.
How the Agent Assist bot works
The magic of the agent-assist bot lies in its ability to integrate seamlessly into the agent’s workflow, providing support exactly when and where it’s needed:
- Pre-configured workflows
Bot developers and administrators configure workflows tailored to the most common agent tasks. Examples include creating tickets, retrieving customer data from a CRM, or even initiating refunds. - Effortless access
Agents can invoke the bot with a shortcut (Cmd + K or Ctrl + K) or through an intuitive icon in the chat interface. This ensures quick, uninterrupted access during live interactions. - Live but non-intrusive assistance
Unlike traditional supervision, the bot operates in the background, providing guidance and support without interfering with the agent’s autonomy. Supervisors can ensure consistent quality without micromanaging individual chats. - Customizable responses
The bot can be trained to answer frequently asked questions, reducing the cognitive load on agents and freeing them to focus on more complex issues.
Benefits of the agent assist bot
The Yellow.ai agent-assist bot delivers more than promises—it delivers results that transform your customer support operations into a high-performance engine. Here’s how it makes a measurable impact:
Unparalleled efficiency
- 50% faster resolutions: Slash average handling time from 10 minutes to just 5 minutes, allowing agents to resolve twice as many tickets in the same timeframe.
- 80% automation rate: Eliminate repetitive tasks like refunds, data entry, and order tracking, freeing up agents for high-value interactions.
- 50% productivity boost: Increase tickets resolved per agent from 8 to 12 per hour, dramatically improving throughput without additional resources.
Enhanced customer satisfaction
- 7% higher CSAT scores: Elevate customer satisfaction from 85% to 92% with faster, more accurate resolutions.
- 85% first-contact resolution (FCR): Improve from 70%, ensuring fewer repeat interactions and happier customers.
- 60% fewer escalations: Reduce escalation rates from 25% to 10%, empowering agents to solve more issues on the spot.
Operational optimization
- 1.5 hours saved daily per agent: Reclaim valuable time by automating workflows and reducing tool-switching by 80%.
- 40% more tickets resolved: Scale support capacity without increasing headcount, enabling teams to meet growing demand effortlessly.
- 3-day onboarding: Accelerate agent readiness, down from 7 days, thanks to guided workflows and intuitive tools.
Significant cost savings
- 25% reduction in operational costs: Achieve more with less by improving efficiency and maximizing agent output.
Our business metrics are more than numbers—they’re proof of the transformative power of the Yellow.ai agent-assist bot.
Use cases of the agent assist bot
The versatility of the agent assist bot makes it an asset across various domains:
- Customer service: Handle returns, track orders, and troubleshoot issues seamlessly.
- Sales and lead management: Qualify leads, schedule follow-ups, and recommend products effortlessly.
- HR support: Provide quick answers to employee queries and assist in onboarding processes.
- IT helpdesk: Simplify tasks like password resets, issue logging, and software installations.
Getting started with the agent assist bot
Implementing the agent assist bot with Yellow.ai is a straightforward process:
- Configuration
Bot developers create and configure workflows tailored to your business needs. The bot is designed to leverage data from the Yellow.ai flows & Inbox, such as contact details and custom fields. - Testing and publishing
Workflows are tested for accuracy and functionality before being published. - Integration
Navigate to Channels > Chat Widgets > Settings to enable Show conversation history and disable Create a new session for every new tab. Once this is done, the Yellow.ai Inbox team integrates the bot into your chat interface. - Using the bot
Agents access the bot directly within the chat interface, either via a shortcut or a dedicated icon. Each chat session is paired with a unique bot instance, ensuring tailored support for every interaction.
Why choose the Yellow.ai agent-assist bot?
The Yellow.ai agent-assist bot is a paradigm shift in customer support. With transformative outcomes like halving ticket handling times, automating 80% of routine tasks, and boosting customer satisfaction scores by 7%, the Yellow.ai Agent assist bot helps agents focus, teams scale, and businesses thrive—all while delivering the exceptional experiences customers now expect.
