--- slug: yellow-ai name: "Yellow.ai" vendor: "Yellow.ai" page_url: https://ai-agent.review/agents/yellow-ai record_url: https://ai-agent.review/agents/yellow-ai.md vendor_website: https://yellow.ai/ tested_performance: not-yet-tested facts_checked_at: 2026-09-20 page_updated_at: 2026-10-03 --- # Yellow.ai > A conversational AI platform whose customer-service agent handles support conversations over chat, voice and email for mid-market and enterprise teams. Vendor: Yellow.ai. Website: https://yellow.ai/ Yellow.ai is an agentic AI platform founded in 2016 in Bangalore. This record covers only its customer-service AI agent capability, the agent that answers and resolves support conversations, not the wider platform's sales, marketing or employee-experience uses. The agent is built in the vendor's Nexus builder, draws on a knowledge base tool for retrieval, can call help desk and CRM integrations, and escalates to humans through the vendor's Inbox product. Independent evidence about the agent is limited to software review sites; no accessible analyst or press evaluation of the customer-service agent was found. ## Tested performance Source-based review. This portal has not run a hands-on benchmark, so nothing here reports observed performance. No record contains a score, a rating or a benchmark result, and none will until the agents have actually been tested. ## Fit verdicts Each state describes what the reviewed sources establish about a workflow, not whether the product is good at it. Vendor-documented means the vendor documents the workflow. External report means a source outside the vendor discusses it. Caveat documented means a cited source describes a limitation or failure in a specific context; read it alongside any capability evidence. Not established means the reviewed sources do not settle it, which is not the same as the product being unable to do it. States are derived from the cited claims below, never stored. ### Billing — Not established No public source was found that settles this. ### Orders — Not established No public source was found that settles this. ### Returns — Not established No public source was found that settles this. ### Product questions — Vendor-documented - **Vendor capability:** Yellow.ai documents a knowledge base tool that indexes a website or uploaded document set so the agent can answer from that content. _(Vendor-reported, checked 20 Sept 2026; source: [Knowledge base tool (Yellow.ai docs)](https://docs.yellow.ai/docs/nexus/build/tools/knowledge-base); claim id: `yellow-ai-fit-kb-vendor`)_ > Supported source formats and ingestion limits are not stated on the public documentation page. ### Account issues — Not established No public source was found that settles this. ### Complaints — Not established No public source was found that settles this. ### Human handoff — Vendor-documented - **Vendor capability:** Yellow.ai documents two escalation tools: Escalate to Agent, which routes chat into Inbox queues with round-robin, least-busy or specific-group assignment and passes a conversation summary to the human agent, and Transfer Call, which forwards voice calls over PSTN or SIP with custom headers for context. _(Vendor-reported, checked 20 Sept 2026; source: [Escalation (Yellow.ai docs)](https://docs.yellow.ai/docs/nexus/build/tools/escalation); claim id: `yellow-ai-fit-handoff-vendor`)_ > The escalation documentation notes routing rules cannot name a tool, so escalation must be triggered from the agent's instructions rather than routing logic, and warns that malformed SIP headers can drop calls during voice transfer. Both are authoring constraints with documented workarounds rather than capability gaps. ### Small businesses — Vendor-documented - **Vendor capability:** Yellow.ai offers a self-serve free tier limited to one agent, limited channels and 1,000 records, including 500 resolutions per month before per-resolution charges apply. _(Vendor-reported, checked 20 Sept 2026; source: [Yellow.ai pricing](https://yellow.ai/pricing/); claim id: `yellow-ai-fit-small-vendor`)_ > One Capterra reviewer describes the platform as pricey relative to other AI-powered solutions, which bears on affordability beyond the free tier. ### Mid-market — Not established No public source was found that settles this. ### Enterprise — External report - **Vendor capability:** Yellow.ai publishes an Enterprise tier with unlimited agents, unlimited chat sessions, access to all channels and SOC 2, GDPR and ISO compliance, priced by quote. _(Vendor-reported, checked 20 Sept 2026; source: [Yellow.ai pricing](https://yellow.ai/pricing/); claim id: `yellow-ai-fit-enterprise-vendor`)_ - **Independent report:** A Capterra reviewer reports achieving 50% ticket deflection with 95% customer satisfaction using the platform. _(Independent report, checked 20 Sept 2026; source: [Yellow.ai reviews (Capterra)](https://www.capterra.com/p/194013/Yellow-Messenger/); claim id: `yellow-ai-fit-enterprise-indep-deflection`)_ - **Independent report:** A regional platforms lead in telecommunications reviewing on Capterra cites the platform's core strength in South East Asian regional languages and dialects. _(Independent report, checked 20 Sept 2026; source: [Yellow.ai reviews (Capterra)](https://www.capterra.com/p/194013/Yellow-Messenger/); claim id: `yellow-ai-fit-enterprise-indep-language`)_ ## Industries An industry state says where the cited sources place the product, not how well it performed there. The same four states and the same rubric apply. Industry entries cite claims published in the agent's own record, by id, so a source is never stored twice and the two copies can never disagree. An industry with no entry is unknown, which is a gap in the public record rather than a finding. ### Retail and e-commerce — Not established No reviewed source places this product in this industry. ### Financial services — Not established No reviewed source places this product in this industry. ### Telecommunications — External report - A regional platforms lead in telecommunications reviewing on Capterra cites the platform's core strength in South East Asian regional languages and dialects. _(Independent report, checked 20 Sept 2026; source: [Yellow.ai reviews (Capterra)](https://www.capterra.com/p/194013/Yellow-Messenger/); claim id: `yellow-ai-fit-enterprise-indep-language`)_ > The only independent source placing Yellow.ai in a sector is a Capterra reviewer working in telecommunications, writing about regional language coverage. One reviewer, on one dimension. ### Travel and hospitality — Not established No reviewed source places this product in this industry. ### Healthcare — Not established No reviewed source places this product in this industry. ### Public sector and education — Not established No reviewed source places this product in this industry. ### Logistics and delivery — Not established No reviewed source places this product in this industry. ## Strengths - Yellow.ai's channel documentation lists 24 individually documented channels, including WhatsApp, Instagram, Facebook Messenger, Microsoft Teams, Slack, SMS, Telegram, Viber, Line, Zalo, Apple Business Chat, Google Business Messages and email. _(Vendor-reported, checked 20 Sept 2026; source: [Channel configuration overview (Yellow.ai docs)](https://docs.yellow.ai/docs/nexus/channelConfiguration/overview); claim id: `yellow-ai-channels-breadth`)_ - Vendor documentation states the agent can create and update Freshdesk tickets, fetch ticket details, retrieve agent info, create notes and add watchers, and can create leads and opportunities in Salesforce, HubSpot, Microsoft Dynamics 365 and Zoho CRM. _(Vendor-reported, checked 20 Sept 2026; source: [App configuration overview (Yellow.ai docs)](https://docs.yellow.ai/docs/nexus/appConfiguration/overview); claim id: `yellow-ai-helpdesk-actions`)_ - Capterra shows an aggregate rating of 4.5 out of 5 across 37 reviews, with sub-scores of 4.4 for ease of use, 4.4 for customer service and 4.3 for value for money. _(Independent report, checked 20 Sept 2026; source: [Yellow.ai reviews (Capterra)](https://www.capterra.com/p/194013/Yellow-Messenger/); claim id: `yellow-ai-capterra-rating`)_ - Yellow.ai publishes a free tier including 500 resolutions per month and then charges $0.99 per resolution, alongside Basic and quote-only Enterprise tiers. _(Vendor-reported, checked 20 Sept 2026; source: [Yellow.ai pricing](https://yellow.ai/pricing/); claim id: `yellow-ai-pricing-published`)_ ## Weaknesses - A Capterra reviewer states that customer support can be slow to respond to inquiries, and another says the platform can be pricey compared to other AI-powered solutions. _(Independent report, checked 20 Sept 2026; source: [Yellow.ai reviews (Capterra)](https://www.capterra.com/p/194013/Yellow-Messenger/); claim id: `yellow-ai-support-responsiveness`)_ - Yellow.ai's unclaimed Trustpilot profile carries a score of 2.9 from only two reviews, one of which says the company's customer service and escalation process are deeply lacking with no clear path to reach a human supervisor, while calling the technology itself capable. _(Independent report, checked 20 Sept 2026; source: [Yellow.ai reviews (Trustpilot)](https://www.trustpilot.com/review/yellow.ai); claim id: `yellow-ai-trustpilot-thin`)_ - The public knowledge base documentation does not state which source formats can be ingested, nor file size or volume limits, so retrieval scope cannot be verified from published docs. _(Editorial assessment, checked 20 Sept 2026; source: Editorial assessment of Yellow.ai's public documentation; claim id: `yellow-ai-kb-limits-undocumented`)_ - Independent evaluation of the customer-service agent is scarce: searches of trade press and analyst outlets returned no accessible articles assessing the product, and Gartner Peer Insights blocked retrieval. _(Editorial assessment, checked 20 Sept 2026; source: Editorial assessment of available independent coverage on 20 September 2026; claim id: `yellow-ai-independent-coverage-thin`)_ - Vendor figures disagree between channels: documentation lists 24 channels while marketing says 35 or more, the homepage says 650 brands while the vendor's own review-site listing says 1,100 clients, and the agent is credited with 135 languages against 500 or more for a newer voice product. _(Editorial assessment, checked 20 Sept 2026; source: Editorial assessment comparing Yellow.ai's documentation against its marketing pages; claim id: `yellow-ai-figure-conflicts`)_ ## Product information ### Deployment model - Delivered as a cloud platform; no self-hosted or on-premises option is published on the pricing page. _(Vendor-reported, checked 20 Sept 2026; source: [Yellow.ai pricing](https://yellow.ai/pricing/); claim id: `yellow-ai-cmp-deployment`)_ ### Channels - Documentation lists 24 configurable channels including WhatsApp, web widget, email, SMS, Instagram, Facebook Messenger, Microsoft Teams, Slack, Telegram, Viber, Line, Zalo, Apple Business Chat and Google Business Messages, while the pricing page markets 35 or more channels on paid tiers. _(Vendor-reported, checked 20 Sept 2026; source: [Channel configuration overview (Yellow.ai docs)](https://docs.yellow.ai/docs/nexus/channelConfiguration/overview); claim id: `yellow-ai-cmp-channels`)_ ### Languages - Yellow.ai states its agents interact in over 135 languages. _(Vendor-reported, checked 20 Sept 2026; source: [Customer service automation (Yellow.ai)](https://yellow.ai/customer-service-automation/); claim id: `yellow-ai-cmp-languages`)_ ### Help desk and CRM integrations - Documented help desk and CRM integrations include Freshdesk, Freshservice, ServiceNow, Zendesk, Salesforce Service Cloud, HubSpot, Microsoft Dynamics 365 and Zoho CRM, with live-agent handoff connectors for Zendesk, Salesforce, ServiceNow, Genesys Cloud, Intercom and Amazon. _(Vendor-reported, checked 20 Sept 2026; source: [App configuration overview (Yellow.ai docs)](https://docs.yellow.ai/docs/nexus/appConfiguration/overview); claim id: `yellow-ai-cmp-helpdesks`)_ ### Knowledge sources - The agent answers from a knowledge base tool that indexes a website or a document set uploaded to Yellow.ai's Knowledge Hub; public documentation does not enumerate supported formats or ingestion limits. _(Vendor-reported, checked 20 Sept 2026; source: [Knowledge base tool (Yellow.ai docs)](https://docs.yellow.ai/docs/nexus/build/tools/knowledge-base); claim id: `yellow-ai-cmp-knowledge`)_ ### Actions in backend systems - Through Freshdesk the agent can create and update tickets, fetch details, modify forms, retrieve agent info, create notes and add watchers; through ServiceNow it can update tickets and access FAQ repositories; and through Salesforce, HubSpot, Dynamics 365 and Zoho it can create leads and opportunities. _(Vendor-reported, checked 20 Sept 2026; source: [App configuration overview (Yellow.ai docs)](https://docs.yellow.ai/docs/nexus/appConfiguration/overview); claim id: `yellow-ai-cmp-actions`)_ ### Human handoff - An Escalate to Agent tool places chat conversations in Inbox queues with configurable priority and assignment and delivers a conversation summary to the human agent, plus a Transfer Call tool for PSTN forwarding or SIP transfer on voice. _(Vendor-reported, checked 20 Sept 2026; source: [Escalation (Yellow.ai docs)](https://docs.yellow.ai/docs/nexus/build/tools/escalation); claim id: `yellow-ai-cmp-handoff`)_ ### Target customer size - Positions itself as an enterprise-grade agentic AI platform trusted by more than 650 brands, while also offering a self-serve free tier for single-agent use. _(Vendor-reported, checked 20 Sept 2026; source: [Yellow.ai homepage](https://yellow.ai/); claim id: `yellow-ai-cmp-targetsize`)_ ### Vendor-reported performance claims - Yellow.ai states one customer automates more than 70% of customer interactions and another reached a 50% deflection rate within six weeks. _(Vendor-reported, checked 20 Sept 2026; source: [Yellow.ai homepage](https://yellow.ai/); claim id: `yellow-ai-cmp-metrics`)_ ## Product positioning Product focus: Support operations. Product breadth: Connected suite. Editorial view of the documented offering, not a performance ranking or a revenue measurement. - The reviewed agent is scoped to customer service and documents live-agent handoff into Zendesk, Salesforce, ServiceNow, Genesys and Intercom, so it is built to run against a help desk it does not require the buyer to adopt, while supplying its own builder, channel and knowledge tooling. That places it in support operations and connected suite. _(Editorial assessment, checked 20 Sept 2026; source: [Editorial assessment of the Yellow.ai service agent](https://docs.yellow.ai/docs/nexus/appConfiguration/overview); claim id: `yellow-ai-positioning`)_ Landscape: https://ai-agent.review/positioning.md ## Evidence base The independent evidence behind these states comes mainly from practitioner forums and buyer reviews. Independent sources behind these verdicts: capterra.com. By kind: practitioner forums and buyer reviews (2). Verdicts across agents are not directly comparable while the evidence behind them comes from different kinds of source. See https://ai-agent.review/methodology#evidence-asymmetry. ## Change history Every change to this record is logged in the public changelog: https://ai-agent.review/changelog ## Corrections Factual corrections with a public source are accepted at corrections@ai-agent.review and answered within 14 days. Quote the claim id shown with each statement above. Method: https://ai-agent.review/methodology