How it works

Customer Service Automation

Y Meadows empowers customer support teams with the most advanced AI technology to automate painfully manual and repetitive processes improving the experience for both customers and agents.

Direct

A 2-way crossroad with a street sign illustrating instant support ticket triage.
Classify and route messages by their 'Intent' to exact person or department

Enrich

A robot and a human exchanging items to illustrate AI-powered support case enrichment.
Identify and retrieve missing information from support inquiries or requests

Resolve

A robot with 6 hands automatically handling and resolving customer support tickets for human agents.
Completely automate tickets from end to end

Understanding Customer Intent

Y Meadows is built to understand human intent from written messages, which can come in through a variety of channels like email, online chat, webforms, etc.

Our solution leverages deep learning neural net NLP models that enable the use of context (not just keywords or rule-based formats) to process and understand a message.

Since context is unique and specific to each and every business, our customers' language models are first pre-trained using their very own data.

End-to-End Resolution

Based on the intent determined by the NLP model, the support message (ticket or case) is processed through a predetermined sequence of workflow actions or steps, which we call a "Journey."

Journey workflows (customer service automation) can have a wide variety of use cases, ranging from simple to complex, and even resolve customer support issues fully automatically.

Examples include rerouting a message to a different department, pull information related to a particular support case from separate databases, or responding directly to a customer.

Model Training

Although Y Meadows enables support teams to automate the resolution of a large variety of customer support issues, some cases require an additional layer of security and can't be automated.

The option for human review and corrections is one of our core values, which is why we've designed the "Review Panel."

As reviewers mark system decisions as correct or incorrect, the model becomes smarter and more accurate over time.

A flow diagram of Y Meadows's automatic support case resolution and review process.

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