The Company
Yellow.ai stands at the forefront of transforming customer service through its generative AI-powered automation platform, leading the charge towards a future where customer support is fully autonomous, driving unprecedented efficiency and drastically cutting operational expenses. The company's reach spans 85+ countries, delivering exceptional customer experiences that foster deep, lasting relationships. At the heart of Yellow.ai's technological edge is its multi-LLM (Large Language Models) architecture, refined and enhanced by analyzing over 16 billion conversations annually. This robust foundation allows Yellow.ai to offer sophisticated, nuanced interactions that elevate customer engagement to new heights. Since its establishment in 2016, Yellow.ai has expanded its operations across six countries and secured over $102 million in funding from top-tier investors, underscoring the industry's confidence in its vision and solutions. This rapid growth and global footprint emphasize Yellow.ai's commitment to redefining enterprise customer service with AI-driven innovation.
The Challenge
Yellow.ai faced considerable operational challenges due to its reliance on a variety of disparate systems for customer service, team collaboration, and project management. The most significant of these challenges stemmed from using multiple platforms like Salesforce, JIRA, Confluence, BitBucket, and Slack without a cohesive integration, leading to inefficiencies and fragmented workflows. The use of JIRA for product development compounded these issues, as it resulted in a scattered product roadmap with no unified view for tracking progress across projects. This disorganization made it difficult to manage workflows efficiently, as the lack of integration necessitated frequent manual data entry, increased the potential for errors, and led to substantial time wastage. Additionally, the disparate systems hindered effective project and ticket management and complicated the synchronization of customer and account information, affecting overall service quality and relationship management.
Before adopting DevRev, our engineering and customer-facing teams struggled with siloed information spread across Jira and Salesforce, making it difficult to retrieve comprehensive product and customer data. Engineers prioritized tasks based on story points rather than customer relevance, leading to misaligned priorities. A significant amount of time was spent on weekly data collation and meetings, and the use of spreadsheets.
Jishnu KumarAssociate Director, Support, Yellow.ai
The Solution
Yellow.ai was introduced to DevRev following an investor meeting, which sparked a crucial two-hour discussion about the future of software development. Rashid Khan from Yellow.ai was particularly impressed by the vision articulated by DevRev's founders. They offered a platform that could radically change the traditional approaches to software development. Convinced by this innovative perspective, Yellow.ai decided to move their operations from Atlassian Jira to DevRev. The collaboration started with a focus on better handling of customer data within Salesforce. The teams addressed challenges like duplicate records and the lack of a simple way to delete large amounts of data, which often led to clutter and mistakes. By putting in place a more efficient migration system for managing data, Yellow.ai and DevRev made sure that only necessary and correct information was kept, making their operations smoother and reducing possible errors.
The integration of DevRev into our operations has been a game-changer. Previously, our product roadmap was only accessible to a few PMs, but now it's visible to everyone in real time. This transparency has improved decision-making and operational efficiency across the organization. DevRev’s seamless migration and workflow creation have eliminated the need for external automations, Jira connectors, and additional Slack integrations. We now conduct our meetings by screen sharing the DevRev app, sorting and grouping columns, and voila, we have the information we want to present, reducing the time spent on operational tasks.
Jishnu KumarAssociate Director, Support, Yellow.ai
Automation was a key theme in the transition, changing how Yellow.ai handled routine tasks and allocated resources. Introducing automated processes for moving cases to JIRA and updating support groups through integrated APIs marked a significant move towards more efficient operations. This not only made processes faster but also ensured that tasks were assigned quickly and correctly, boosting productivity and team coordination. Improving the experience for users and customers was also a major focus, with changes like better visibility of important fields and simpler workflow paths made to create a more user-friendly interface. DevRev redefined the task assignment process and deployed simpler workflow automations at Yellow.ai. APIs were crucial in improving how artifacts and files were handled, which is important in software and customer support settings. Using specific API calls like 'prepare' and 'locate' helped manage data more effectively, speeding up operations and setting a standard for future API uses. The discussions also covered customization within JIRA, where the teams reevaluated and changed the issue subtype options to better meet their needs. By tailoring these options and making certain fields mandatory, they made ticket categorization clearer and more relevant, thus improving data security and operational efficiency.
The most significant shift has been in developers questioning the ROI of their projects, a conversation that has greatly evolved. This shift is largely thanks to DevRev's feature that allows linking bugs or features directly to a customer, providing developers with crucial customer details such as revenue, product usage, and past tickets, which previously weren't accessible.
Rashid KhanYellow.ai
Top Features
- AirDrop
- Build by DevRev
- Support Portal
- PluG
- Multi-channel inbox for Email, and PLuG
- Workflow Automations
- Knowledge Base Integration
Adopting an outcome-based structure was challenging to implement on Jira, but we accomplished this seamlessly with DevRev, enhancing our project management efficacy.
Rashid KhanYellow.ai
The Benefits
- Seamless Integration- By incorporating the Airdrop feature, Yellow.ai has seamlessly unified its customer management and support frameworks, virtually eliminating manual data entry and the errors typically associated with such processes. This integration ensures the fidelity and timeliness of customer data, significantly boosting the capabilities and efficiency of the customer service department.
- Operational Efficiency- The deployment of the Workflow Engine has been a game-changer for Yellow.ai, streamlining complex and time-intensive operational tasks. This not only allows the team to shift their focus to more impactful strategic initiatives but also ignites innovation by enabling the customization of workflows. The resultant simplified project and ticket management have enhanced interdepartmental collaboration, keeping teams aligned and focused.
- Unified Project View: DevRev provides a single view that integrates multiple projects, allowing Yellow.ai to have a cohesive understanding of their product development progress. This addresses the challenge they faced with JIRA, where the product roadmap was scattered across different projects.
- Management Layer Solutions: The platform offers solutions that specifically cater to the needs of management, helping streamline decision-making processes and providing oversight across all aspects of product development.
A major enhancement was observed in how Yellow.ai's developers engaged with their projects. DevRev’s integration capabilities enabled developers to view the bigger picture, connecting specific tasks to customer data effortlessly. This new setup gave developers critical insights, fostering a dialogue about the return on investment (ROI) for projects and aligning development efforts more closely with customer needs and business goals. This adjustment led to a more customer-centric focus within the development teams.
