Case Study: Sony achieves 24/7 customer support with Yellow.ai voice automation

Sony enables round-the-clock service with voice automation

Sony partnered with Yellow.ai to address a growing volume of customer and dealer queries across India. With a rapidly expanding customer base, limited agent bandwidth, and requests piling up after working hours, Sony needed a 24/7 helpline for sales and service support that could also integrate with its CRM.

Yellow.ai implemented Isha, a voice AI agent, to deliver round-the-clock support in English, Hindi, and Bengali for device registration, troubleshooting, product inquiries, installation requests, store location help, and live agent transfers. Integrated with Sony CRM, the solution helped Sony handle over 21,000 customer and dealer calls within two months of going live, improving self-service and enabling personalized, location-based support.

Sony

Vishal Mathur

National Head of Customer Service