Yellow.ai is a conversational AI platform built for big businesses. It enables them to automate customer service and support to employees with smart chatbots. It is a virtual assistant that can chat over a variety of channels, including chat, email, WhatsApp, voice and social media.

It is intended primarily for larger enterprises, who are Sony and Domino’s OYO Hyundai Volkswagen. These are businesses that have a lot of conversations in different environments, through multiple channels and languages. If you're a small startup or mid-sized business, this platform might be too much for you.

The landscape of customer support tools in 2025, where AI-powered automation and omnichannel support are just table stakes features as opposed to premium assets.

Yellow. ai is among the worst end of this spectrum, challenging companies like Zendesk and ServiceNow that provide sophisticated automation and multichannel support for very large businesses.

Yellow. ai is built on something they call “Agentic AI.” The ambition is bots that do more than spit out pre-scripted responses.

Key Features

• Agentic AI & Generative Flows.

Build agents that use LLMs and rule-based logic to generate responses, execute tasks, and keep context across a session. This isn’t just canned replies — agents can compose, act, and route.

• Omnichannel Orchestration.

Run the same bot across 30+ channels and keep conversation context when users switch platforms (chat → voice → email). Good for companies that support customers everywhere.

• Voice & Call Automation.

Text chat plus full voice bot support for IVR and call handling. Useful when you want to automate phone support without losing natural language capability.

• Low-code / No-code Builder (Agent Builder).

A visual builder and pre-built templates help non-engineers design journeys. Advanced integrations and custom nodes are available for dev teams.

• Deep Integrations & Enterprise Connectors.

Connectors for CRMs, ticketing, analytics, and custom APIs — designed to slot into existing enterprise stacks. This is where Yellow.ai justifies being enterprise-focused.

• Analytics, Testing & Governance.

Built-in testing, monitoring, and dashboards for deflection, CSAT, and agent performance. Enterprise controls and security features for compliance-heavy industries.

Pros

• Feature-rich for enterprises.

If you need voice, chat, multimodal inputs, and deep backend hooks, Yellow.ai has the tool set to support large deployments.

• Omnichannel continuity.

You won’t lose context when a customer switches channels — that’s a real win for CX metrics.

• Strong vendor credibility.

Used by big brands and listed on marketplaces (AWS, Salesforce App Exchange). That matters when procurement needs references and SLAs.

• Generative capabilities are baked in.

The platform actively pushes generative flows and LLM-backed responses, not just classic intent/slot chatbots. Good for richer, dynamic answers.

• Built for Scale:

Yellow.ai shines when handling massive volumes. If you're a global enterprise with millions of customer interactions, this platform can handle it. Unlimited bots, unlimited channels, unlimited integrations on the enterprise plan. It's designed for scale.

Cons

• Enterprise-first — not very SMB friendly.

Setup, integration, and cost are tailored to bigger orgs. Small teams will likely find it overkill and expensive. Multiple reviewers mention complexity for small deployments.

• Pricing is opaque and sales-driven.

There aren’t simple public tiers for predictable self-serve pricing. You’ll need demos and RFP-style conversations to get a quote. That slows evaluation.

• Can be heavy to customize.

Power is there, but building complex journeys or deep integrations can require engineering time. Expect a learning curve for advanced use cases.

• Potential vendor lock & implementation time.

Because integrations and customizations run deep, moving away later can be non-trivial. Plan for onboarding and change management. (Common enterprise trade-off.)

• Difficult Migration:

Some users report that leaving Yellow.ai is tough. The platform holds your WhatsApp number, making it cumbersome to migrate to another provider. Simple requests for data export or number transfer can take weeks, with lots of red tape.

Pricing

Yellow.ai uses a custom, usage-based enterprise pricing model rather than simple public tiers. Their site emphasizes demos, an ROI calculator, and tailored plans for Service and Commerce Clouds. Expect to contact sales for accurate pricing.

Freemium / Trial – Some docs and sources reference a freemium or limited free tier for initial testing (e.g., limited monthly conversations or demo access). Good for basic evaluation, but not for production scale.

Enterprise / Custom – Full platform access, SLAs, integrations, and higher conversation volumes. Pricing depends on channel mix (voice costs more), monthly conversation volumes, and support level. You’ll need to negotiate.

(Bottom line: get a clear quote and ask for channel-based cost breakdowns. Don’t assume list prices — they won’t be published.)

Alternatives to Yellow.ai

Botpress / Rasa: Open-source and developer-first. Better if you want full on-prem control and custom NLP pipelines. Good for teams that can own engineering.

Microsoft Power Virtual Agents / Power Automate: Great if you’re embedded in the Microsoft stack and want enterprise governance plus low-code connectors. Best for Office 365/Azure customers.

LivePerson/Zendesk Suite: These more CX-platform-centric solutions leverage powerful contact center integration. Pick them if you need omnichannel contact center features plus vendor support.

Make / Zapier + Lightweight Chatbots: For simple automation and integrations only, these cheaper, simpler tools might just be quicker to surface for small teams that’s all you need.

Where Yellow.ai stands: A feature-rich enterprise-oriented conversational platform, strong with omnichannel, voice and generative agent flows. If your priority is enterprise-grade automation and deep integrations, Yellow.ai is a top contender. For small teams, open-source alternatives or simpler SaaS bots may be more cost-effective.

TL;DR

Yellow.ai = enterprise conversational AI with strong omnichannel and generative capabilities.

Pick it if you’re a mid-to-large company that needs voice + chat at scale and can budget for a custom deployment. If you’re small, want predictable self-serve pricing, or need a lightweight bot, shop alternatives first.