Public sector drives strong demand for conversational AI, with 2.4M+ users served on the Yellow.ai platform
Recently mentioned in the Gartner Hype Cycle for Digital Government Services, 2022, under the chatbot category, the company works with government agencies and PSUs such as Bangalore Metro Rail Corporation Limited (BMRCL), the Government of Maharashtra Department of Women and Child Development (DWCD), the Madhya Pradesh Electricity Board, and Bharat Petroleum Corporation Limited (BPCL), as well as other large central and state government departments. The Yellow.ai platform has recorded an exchange of over 66M messages focused on citizen delivery services last quarter, exchanged between its Dynamic AI agents and end-users during over 4.7M sessions.
Raghu Ravinutala, CEO & Co-founder, Yellow.ai said, “Government agencies and PSUs need to address numerous queries daily, and doing so manually is a time-consuming task. At the same time, citizens have a growing expectation of being able to conveniently avail government services. That’s where Conversational AI can step in to improve efficiency and human productivity, streamlining the process of delivering citizen services digitally while keeping humans in the loop. We have seen a huge surge in traction from the public sector, and our deployments are helping address some very unique use cases by bringing power to citizens’ fingertips on channels that they actively use. For instance, our recently launched deployment for Namma Metro, in partnership with WhatsApp, is helping us impact the lives of thousands of people by enabling convenience and simplicity in transit ticketing. With the country’s continued emphasis on digitisation, we anticipate that Conversational AI will soon become an integral pillar in providing services to its citizens.”
Shankar A.S, Executive Director (Operations and Maintenance), BMRCL said, “With the pace at which the digital wave is changing India, every sector is looking for opportunities to leverage technology in the best way, and the government sector is no different. Bengaluru Namma Metro’s recently launched WhatsApp-based QR ticketing service is a huge step towards providing commuters with a hassle-free experience. The multilingual chatbot enabled by Yellow.ai is helping over 100,000 commuters with various essential services such as recharging metro smart cards, journey planning, locating the nearest metro stations, and getting fare information, ensuring a seamless customer experience.”
While text-based messaging channels are the preferred medium for citizen delivery services, the company is also seeing voice-based Conversational AI solutions gain momentum. The major use-cases, as observed, are for automating customer support, booking services, raising complaints, making recharges and payments, and locating branches and offices, where the most traction is being witnessed on WhatsApp.
Ravi Garg, Director – Business Messaging, WhatsApp India said, “The BMRCL QR ticketing WhatsApp chatbot is an industry-first use-case globally that has set an example for other transit services to build solutions that bring true value to daily commuters. It’s one of the many ways WhatsApp Business Platform is enabling organisations to make everyday life convenient. We are excited about the potential impact that such Conversational AI-powered WhatsApp deployments can have in providing quick, customised solutions to businesses across industries facing unique challenges.”
In addition to English and Hindi, the conversations recorded on the company’s platform are in vernacular languages such as Punjabi, Marathi, Tamil, Malayalam, Telugu, Gujarati, Bengali, and Kannada, to name a few. For instance, Yellow.ai’s Dynamic AI agent for the Government of Maharashtra DWCD department, deployed to reach out to beneficiaries, especially across rural areas and tier 2 and 3 cities, has recorded most conversations in Marathi. In the last quarter alone, it has successfully run over 4.2M informational campaigns centred on the department’s key schemes around nutrition and the welfare of pregnant and lactating mothers.
Globally, the company expects to see continued growth and demand in this space in the next few months, with governments across countries aiming to accelerate their digital transformation journeys.
To learn more, please visit: https://yellow.ai/government-
About Yellow.ai
Yellow.ai is an enterprise-grade Conversational AI Platform, enabling enterprises to make every conversation fulfilling and delightful for customers and employees. The platform is trusted across 85+ countries by 1000+ enterprises, including Domino’s, Sephora, Hyundai, MG Motors, Bajaj Finserv, Food Panda, Bharat Petroleum, Waste Connections US and Tata. Powered by Dynamic AI agents for enterprises, the company aims to deliver human-like interactions that boost customer satisfaction and increase employee engagement at scale, through its no-code platform. Recognised by Frost & Sullivan, Gartner, Forrester, IDC, and G2 as a leader, the company has raised more than $102M from blue-chip investors and has offices across six countries.
