Raghu Ravinutala, CEO and Cofounder at Yellow.ai tells us how consumers no longer need to be put on hold

Global Tech Leaders' Podcast

Today we speak to Raghu Ravinutala CEO & Co-founder of Yellow.ai, the world’s leading CX automation / conversational AI / AI-powered chatbot. Yellow.ai combines the best of AI and human intelligence to automate customer experience and even internal employee support for over 700 big brands and enterprises like Sephora, Domino’s and Siemens.

Raghu has over 20 years of experience working in leadership roles across companies such as Texas Instruments and Broadcom. He can speak to AI, automation, improving customer experience, using digital assistants for internal business support and productivity, etc. India-based Yellow.ai most recently announced its expansion into the US and new voice AI capabilities that augment the company’s existing strengths of powering chat automation channels for websites, WhatsApp, Facebook, Instagram and more.

Yellow.ai also aims to democratize AI through its no-code/low-code bot builders, omnichannel virtual assistants, and ticketing automation. The company’s bots support 100+ languages.

We kick off by asking Raghu to share with us how he ended up here, his career thus far and his journey along the way.

• Being aggressive in the market
• Looking at the internet
• WhatsApp is most used in India

We ask Raghu what he looks for when he looks at a new opportunity? And what makes Bangalore such a tech driven place?

• Is my decision irreversible
• Does it have an upside if its reversible
• The climate is more conducive
• Became an epicenter for all techies

We then have Raghu share his view of CX today and how AI is changing the game.

• On demand experience
• Real time conversation
• Providing a personalised response
• When someone has an emotion to express its better to a human

About the voice bot, we ask Raghu to dive deeper?

• Trillions spent on voice interactions
• Private and analog system
• Responding in a human like voice in real time

We ask Raghu, how does it cope with all the accents and what does perfection look like?

• Enables the experience for the customer and agent

We ask Raghu to share some use cases that transform how you deal with customers?

• Customers getting their answers quicker
• No que lines
• No consumer gets put on hold
• Helping beauty agents assist people in making a purchase

Then we ask Raghu to share how they would scale?

• The customer journey
• Acquisition
• Onboarding
• Expansion
• Hired some of the best leaders for these areas
• Investing in technology and systems

What's his take on leadership and culture?

• Punch above their rate
• The ability to make decisions in a dynamic environment
• Governing culture
• Winning decision making

Lastly, what does Raghu do for fun?

• Healthy sleep
• Love playing tennis
• Love watching Wimbledon
• Time with the kids

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