Enhancing Customer Experience
Yelp has revolutionized the way service providers and restaurants handle customer calls by introducing AI-powered voice agents. These agents are designed to help businesses manage incoming calls more efficiently and provide a more personalized experience for their customers.
- 24/7 Availability
- Reduced Wait Times
- Improved Customer Engagement
These voice agents can draw from existing metadata and data from businesses, such as pronunciation guides, customized voice greetings, and call forwarding rules. This enables them to provide a more seamless experience for customers, answering basic questions and handling tasks like adding a customer to a restaurant waitlist.
How it Works
Yelp’s AI-powered voice agents work in conjunction with OpenAI’s Realtime API, which enables them to handle end-to-end calling. This allows the agents to ask and respond to follow-up questions, providing a more comprehensive and personalized experience for customers.
| Feature | Description |
|---|---|
| Automatic Spam Filtering | The voice agents can filter out spam calls and messages, ensuring that businesses only receive genuine inquiries. |
| Call Analytics | The voice agents can provide businesses with detailed analytics on their call performance, including call duration, abandonment rates, and more. |
| Human Intervention | The voice agents can hand over complex requests to human representatives, ensuring that customers receive the best possible service. |
| Transcript and Recording | The voice agents can provide businesses with a transcript and recording of each call, allowing them to review and improve their customer service. |
Benefits of Yelp’s AI-Powered Voice Agents
Yelp’s AI-powered voice agents offer numerous benefits to businesses, including:
- Reduced Costs
- Increased Efficiency
- Improved Customer Experience
- Enhanced Data Insights
As Craig Saldanha, Yelp’s Chief Product Officer, explained, “We want[ed] to build a product to help convert the leads that [normally might be] missed. Often, pros are working in difficult conditions and can’t take a call. We want[ed] to provide them with a tool to help them succeed.”
Conclusion
Yelp’s AI-powered voice agents are a game-changer for service providers and restaurants, enabling them to provide a more personalized and efficient customer experience. By leveraging OpenAI’s Realtime API, Yelp’s agents can handle end-to-end calling, providing a comprehensive and personalized experience for customers. As Saldanha noted, the point of differentiation will be the underlying data and the way AI handles customers’ queries, and Yelp has an edge in this area.
“AI can be a powerful tool in helping businesses succeed, but it needs to be integrated with human intuition and empathy.
