With countries in the Middle East working to enable broad-scaled digital transformation, government agencies are increasingly gravitating towards the adoption of Conversational AI solutions to redefine the citizen experience. According to data released by Yellow.ai, a leading enterprise-grade Conversational AI platform, the company has served over 222K unique users for its government sector clientele in the region.
Recently mentioned in the Gartner Hype Cycle for Digital Government Services, 2022, under the chatbot category, the company works with key government departments across the Middle East. The Yellow.ai platform has recorded an exchange of over 13M messages focused on citizen delivery services in the last two quarters, exchanged between its Dynamic AI agents and end-users during over 233K sessions.
"Public sector organizations 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 Middle Eastern government agencies , and our deployments are helping address some very unique use cases by bringing power to citizens' fingertips on channels that they actively use. With continued emphasis on digitization, we expect Conversational AI to soon become an integral pillar in delivering stellar services to citizens."
-Raghu Ravinutala, CEO & Co-founder, Yellow.ai.
For instance, Yellow.ai works with one of the largest government entities in the UAE, where over 4000 users interact with its Dynamic AI agent in a single day. The AI agent has a 99.7 percent accuracy rate, delivering a CSAT score of 4.56 out of 5. 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, filing documentation related to government entities, booking services, raising complaints, making payments, and locating branches and offices, where the most traction is being witnessed on WhatsApp.
About Yellow.ai:
Yellow.ai is a leading enterprise-grade Conversational AI platform, enabling enterprises to unlock business potential at scale. The platform is trusted across 85+ countries by 1000+ enterprises, including Domino's, Sephora, Hyundai, Carrefour, Kuwait Food Company (Americana), Choithrams, Amouage Oman, Arabian Radio Network and MG Motors. 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.