In this comprehensive guide, we compare LiveChat and Yellow.ai across various parameters including features, pricing, performance, and customer support to help you make the best decision for your business needs.
Overview
When choosing between LiveChat and Yellow.ai, understanding their unique strengths and architectural differences is crucial for making an informed decision. Both platforms serve the RAG (Retrieval-Augmented Generation) space but cater to different use cases and organizational needs.
Quick Decision Guide
Choose LiveChat if: you value mature 20+ year platform with proven enterprise reliability (adobe, paypal, ikea, samsung, best buy)
Choose Yellow.ai if: you value genuinely comprehensive 35+ channel coverage: whatsapp bsp, messenger, instagram, telegram, slack, teams, voice, sms
About LiveChat
LiveChat is enterprise live chat platform with ai-augmented customer support workflows. Mature 20+ year live chat platform owned by publicly-traded Text S.A. (WSE: TXT, $88.9M annual revenue) serving 37,000+ businesses including Adobe, PayPal, IKEA. NOT a RAG-as-a-Service platform—operates as human-agent live chat with AI augmentation features. Proprietary AI engine (not LLM model selection), limited knowledge sources (PDFs/websites only), no vector database controls, no anti-hallucination mechanisms. Strong for traditional customer support workflows. $20-$59/agent/month + $52/month ChatBot addon. Founded in 2002, headquartered in Wroclaw, Poland, the platform has established itself as a reliable solution in the RAG space.
Overall Rating
86/100
Starting Price
$20/mo
About Yellow.ai
Yellow.ai is enterprise conversational ai platform with multi-llm orchestration. Enterprise conversational AI platform with embedded RAG capabilities processing 16 billion+ conversations annually. Multi-LLM orchestration across 35+ channels and 135+ languages with proprietary YellowG LLM claiming <1% hallucination rates. Founded in 2016, headquartered in San Mateo, CA, USA / Bengaluru, India, the platform has established itself as a reliable solution in the RAG space.
Overall Rating
85/100
Starting Price
Custom
Key Differences at a Glance
In terms of user ratings, both platforms score similarly in overall satisfaction. From a cost perspective, pricing is comparable. The platforms also differ in their primary focus: Customer Support versus Conversational AI. These differences make each platform better suited for specific use cases and organizational requirements.
⚠️ What This Comparison Covers
We'll analyze features, pricing, performance benchmarks, security compliance, integration capabilities, and real-world use cases to help you determine which platform best fits your organization's needs. All data is independently verified from official documentation and third-party review platforms.
Detailed Feature Comparison
LiveChat
Yellow.ai
CustomGPTRECOMMENDED
Data Ingestion & Knowledge Sources
Supported formats: PDFs and website crawling only (max 2,000 pages per website source)
Plan-based limits: Team (10 files / 3 websites), Business (30 files / 10 websites), Enterprise (custom limits)
Automatic retraining: Configurable intervals for knowledge base updates
CRITICAL LIMITATION: No NO support for DOCX, TXT, CSV, Excel, audio, video, code files (limited to PDFs/websites vs 1,400+ formats in RAG platforms)
CRITICAL LIMITATION: No NO cloud storage integrations (Google Drive, Dropbox, OneDrive, Notion, Confluence) for native sync - manual uploads only
Architecture gap: Designed for customer service knowledge bases, not sophisticated document retrieval - no chunking parameters, embedding models, or vector database configurations exposed
Scaling concerns: Maximum 2,000 pages per website source and hard limits on total sources per plan quickly exceed enterprise-scale document corpus requirements
Document Cognition (DocCog) Engine: 75-85% accuracy depending on document complexity using T5 model fine-tuned on SQuAD/TriviaQA
Supported Formats: PDF, DOCX, DOC, PPTX, PPT, TXT via manual upload through platform UI only (no API upload)
Automatic Synchronization: Configurable intervals - hourly, daily, weekly for external knowledge base updates
Website Crawling: URL ingestion and sitemap.xml parsing for structured site content extraction
Missing Integrations: No Google Drive, Dropbox, or Notion support - significant gap vs competitors
YouTube Limitation: Transcript ingestion not natively supported
API Gap: No programmatic document upload or knowledge base management via API
Q&A Extraction: T5 model-based question-answer pair generation from ingested documents
Lets you ingest more than 1,400 file formats—PDF, DOCX, TXT, Markdown, HTML, and many more—via simple drag-and-drop or API.
Crawls entire sites through sitemaps and URLs, automatically indexing public help-desk articles, FAQs, and docs.
Turns multimedia into text on the fly: YouTube videos, podcasts, and other media are auto-transcribed with built-in OCR and speech-to-text.
View Transcription Guide
Connects to Google Drive, SharePoint, Notion, Confluence, HubSpot, and more through API connectors or Zapier.
See Zapier Connectors
Supports both manual uploads and auto-sync retraining, so your knowledge base always stays up to date.
Integrations & Channels
Messaging platforms: Website chat widget, Facebook Messenger, WhatsApp Business API, Apple Messages for Business, Telegram, SMS (via 2way integration), email ticketing
Enterprise CRM/helpdesk depth: Deep integrations with Salesforce, HubSpot, Zendesk, Intercom for seamless customer data flow
E-commerce official support: Native Shopify/WooCommerce/BigCommerce plugins demonstrate platform validation
Webhook flexibility: JSON payload support with 10-second timeouts allows custom integrations for unique business requirements (8/10 rated differentiator)
Text Copilot: AI assistant helping agents navigate the LiveChat platform efficiently
AI Reply Suggestions: Recommends responses from knowledge sources based on conversation context
Text Enhancement: Grammar correction and tone polishing for agent messages before sending
Tag Suggestions: Automatic conversation categorization and tagging for organization
AI Summaries: Conversation summarization for agent handoffs and context transfer
AI Insights: Analyzes 1,000+ customer queries in 30 seconds to identify trends and patterns
Human-agent focus: AI features designed to augment agent productivity, not replace human interaction
CRITICAL LIMITATION: No NO anti-hallucination controls - responses cannot be traced to source documents with citations (vs RAG platforms with citation attribution)
CRITICAL LIMITATION: No NO retrieval parameter configuration - users cannot adjust similarity thresholds, implement hybrid search strategies, or configure confidence scoring
Massive Scale: 16 billion+ conversations processed annually across enterprise deployments
Multi-Lingual: 135+ languages supported with regional variants (Komodo-7B for 11+ Indonesian languages)
Hallucination Prevention: YellowG LLM claims <1% hallucination rate vs GPT-3's 22.7% in vendor benchmarks
Dynamic AI Agent: Zero-training deployment with automatic model routing and next-action determination
Multi-Intent Detection: Handles complex user queries with context-aware orchestration across conversation turns
Response Speed: 0.6-second average response time (YellowG LLM performance claim)
Automatic Guardrails: Policy compliance and response relevance filtering from deployment without manual configuration
Case Study Performance: Lulu Hypermarket 3M+ unique users in 4 weeks, Sony 21,000+ voice calls in 2 months
Custom AI Agents: Build autonomous agents powered by GPT-4 and Claude that can perform tasks independently and make real-time decisions based on business knowledge
Decision-Support Capabilities: AI agents analyze proprietary data to provide insights, recommendations, and actionable responses specific to your business domain
Multi-Agent Systems: Deploy multiple specialized AI agents that can collaborate and optimize workflows in areas like customer support, sales, and internal knowledge management
Memory & Context Management: Agents maintain conversation history and persistent context for coherent multi-turn interactions
View Agent Documentation
Tool Integration: Agents can trigger actions, integrate with external APIs via webhooks, and connect to 5,000+ apps through Zapier for automated workflows
Hyper-Accurate Responses: Leverages advanced RAG technology and retrieval mechanisms to deliver context-aware, citation-backed responses grounded in your knowledge base
Continuous Learning: Agents improve over time through automatic re-indexing of knowledge sources and integration of new data without manual retraining
Chat Bot Automation ( Separate Product)
Visual drag-and-drop builder: No-code chatbot creation with NLP intent recognition
Proprietary AI engine: ChatBot.com explicitly states it "doesn't rely on third-party providers like Google Bard, OpenAI, or Bing AI" - everything runs on internal NLP system
Pricing: $52/month additional cost on top of LiveChat subscription (fragmented product ecosystem)
Traditional chatbot architecture: Resembles rule-based chatbot platforms rather than RAG systems with semantic retrieval
Integration requirement: Purchased and integrated separately from LiveChat core product
LIMITATION: No NO LLM model selection or routing - proprietary engine only, eliminating GPT-4, Claude, Gemini, or custom model options entirely (6/10 rated as limitation vs true RAG platforms)
N/A
N/A
Widget Customization & White- Labeling
Live editor: Visual customization with theme presets, color pickers (custom hex supported), logo uploads, position controls
Light/dark modes: Built-in theme switching with user preference detection
Custom CSS: Advanced styling capabilities for design control beyond presets
WCAG 2.1 AA compliance: Accessibility support with screen readers and keyboard navigation
Mobile responsiveness: Separate mobile widget settings with device-specific hiding options
Domain restrictions: Control which websites can embed the widget through trusted domains configuration
White-labeling (Enterprise only): Note: Complete branding removal requires Enterprise plan (custom pricing, minimum 5 seats) - not available on lower tiers
Role-based access: Owner, Admin, and Agent roles with configurable permissions, agent groups for departmental routing
N/A
N/A
L L M Model Options
CRITICAL LIMITATION: No NO LLM model selection available - proprietary AI engine only
Architecture: ChatBot.com uses internal NLP system, explicitly doesn't rely on Google Bard, OpenAI, or Bing AI
Opaque processing: Model architecture, training data, capabilities not publicly documented
NO model routing: No Cannot choose between GPT-3.5, GPT-4, Claude, Gemini, or custom models based on query complexity or cost optimization
NO BYOLLM: No No bring-your-own-model capabilities for enterprise customization or fine-tuning
Competitive gap: This eliminates flexibility entirely vs RAG platforms offering multiple LLM providers and model selection (rated 3/10 for model flexibility - major limitation)
Proprietary YellowG LLM: Claims <1% hallucination rate vs GPT-3's 22.7% (vendor benchmarks), 0.6s avg response time
Komodo-7B: Indonesia-focused with 11+ regional language variants for Southeast Asian market
T5 Fine-Tuned: SQuAD/TriviaQA training for Document Cognition Q&A extraction (75-85% accuracy)
GPT Integration: GPT-3 and GPT-3.5 integrations documented in platform materials
GPT-4/Claude: Support not explicitly confirmed in documentation - unclear availability
Dynamic Model Routing: Automatic selection via Dynamic AI Agent based on query complexity and context requirements
Enterprise Tuning: Proprietary models trained on anonymized customer interactions with PII masking at data layer
Focus: Enterprise-specific tuning prioritized over raw model access and flexibility
Abstracted Selection: Model routing handled automatically - minimal user control over specific model choice
Taps into top models—OpenAI’s GPT-5.1 series, GPT-4 series, and even Anthropic’s Claude for enterprise needs (4.5 opus and sonnet, etc ).
Automatically balances cost and performance by picking the right model for each request.
Model Selection Details
Uses proprietary prompt engineering and retrieval tweaks to return high-quality, citation-backed answers.
Handles all model management behind the scenes—no extra API keys or fine-tuning steps for you.
Developer Experience ( A P I & S D Ks)
Agent Chat API v3.5: REST and WebSocket (RTM) transports with OAuth 2.1 PKCE and Personal Access Tokens
JavaScript/Node.js SDK: @livechat/chat-sdk for agent operations with initialization and event handling
iOS SDK: Swift-based for iOS 15.6+ with CocoaPods, Carthage, and Swift Package Manager support
Android SDK: Kotlin-based SDK distributed via Gradle for native Android integration
Customer SDK: @livechat/customer-sdk for custom widget development and branded experiences
Documentation quality: Comprehensive for chat APIs with Postman collections, video tutorials, Discord community - genuinely strong investment in developer resources
Rate limits: 180 requests/minute per API key (may constrain high-volume applications)
CRITICAL LIMITATION: No NO Python SDK - JavaScript/Node.js/mobile only, limiting backend integration options for Python-based systems
CRITICAL LIMITATION: No NO RAG-specific APIs for semantic search, retrieval configuration, embedding management - APIs serve chat operations only
Platform-First Architecture: Designed for UI-based development with APIs serving supplementary functions (not primary access)
Available via API: User management (create/update/delete/list), event pushing for custom triggers, outbound notifications, webhook integrations
NOT Available via API: Bot/agent creation or management, document upload, knowledge base management, direct RAG query endpoints, embedding/vector store access, analytics data export
Mobile SDKs: Well-documented Android (Java), iOS (Swift), React Native, Flutter, Cordova with complete code examples, Postman collections, demo applications
Python SDK: Does not exist - major limitation for backend developers and data science teams
Web SDK: Script tag injection only (no npm package) - documentation criticized as incomplete by G2 reviewers
Rate Limits: Not publicly documented - no transparency for production capacity planning
OpenAPI Spec: Not published - no Swagger documentation for API exploration
Critical Limitation: Cannot use Yellow.ai as RAG backend - queries must flow through platform conversation flows vs direct API calls
Ships a well-documented REST API for creating agents, managing projects, ingesting data, and querying chat.
API Documentation
Backs you up with cookbooks, code samples, and step-by-step guides for every skill level.
R A G Implementation & Accuracy
CRITICAL ARCHITECTURAL GAP: No NOT a RAG-as-a-Service platform - no vector database, embedding controls, or configurable retrieval pipeline
NO chunking parameters: No Chunk size, overlap, and strategy not exposed for optimization
NO embedding model selection: No Cannot choose between OpenAI, Cohere, or custom embedding models
NO similarity threshold controls: No Cannot configure cosine similarity thresholds or retrieval scoring
NO hybrid search: No No combination of keyword and semantic search strategies
NO anti-hallucination mechanisms: No No citation attribution, source verification, or confidence scoring - responses cannot be traced to source documents
Proprietary processing: Knowledge base processing happens through opaque internal system without transparency into retrieval methodology
Competitive positioning: LiveChat serves chat operations, not autonomous knowledge retrieval - fundamentally different architecture from RAG platforms (rated 2/10 as RAG platform - not designed for this use case)
N/A
N/A
Performance & Accuracy
Response time: Real-time chat delivery optimized for sub-second message delivery between agents and customers; server response times not publicly disclosed but consistently praised for reliability in G2/Capterra reviews
Accuracy metrics: No published accuracy benchmarks or AI performance metrics; platform focuses on operational metrics (queue times, agent response times, customer satisfaction) rather than AI retrieval accuracy
Context retrieval: AI Reply Suggestions retrieves responses from knowledge base sources based on conversation context; no configurable similarity thresholds, hybrid search, or retrieval optimization parameters exposed to users
Scalability: 37,000+ businesses served globally over 20+ years with enterprise customers (Adobe, PayPal, IKEA, Samsung); infrastructure supports high-volume chat operations but per-agent pricing model constrains cost scaling vs per-project pricing
Reliability: Enterprise SLA available on custom contracts with guaranteed response times and uptime commitments; platform stability consistently praised in reviews (4.5/5 G2, 4.6/5 Capterra) with "reliable platform" as common theme
Benchmarks: No published performance benchmarks comparing AI response accuracy, retrieval speed, or hallucination rates against competitors; platform designed for agent workflows rather than autonomous AI performance
Quality indicators: G2 rating 4.5/5 (761 reviews, 68% five-star ratings), Capterra 4.6/5 (1,700+ reviews); users praise reliability and ease of implementation, criticize rising prices and per-agent cost at scale
YellowG Hallucination Rate: Vendor claims <1% vs GPT-3's 22.7% (Yellow.ai internal benchmarks - no independent validation)
Response Latency: 0.6-second average response time (YellowG LLM performance claim)
Document Cognition: 75-85% accuracy depending on complexity (T5 model fine-tuned on SQuAD/TriviaQA)
Delivers sub-second replies with an optimized pipeline—efficient vector search, smart chunking, and caching.
Independent tests rate median answer accuracy at 5/5—outpacing many alternatives.
Benchmark Results
Always cites sources so users can verify facts on the spot.
Maintains speed and accuracy even for massive knowledge bases with tens of millions of words.
Customization & Branding
UI customization: Visual live editor with theme presets, color pickers supporting custom hex codes, logo uploads, position controls for widget placement on website
Branding control: Light/dark mode built-in theme switching with user preference detection, custom CSS for advanced styling beyond presets, logo and color scheme customization
White-labeling: Complete removal of LiveChat branding available on Enterprise plan only (custom pricing, minimum 5 seats); lower tiers (Starter/Team/Business) display LiveChat branding on widgets
Custom domain: Not explicitly documented in public materials; likely requires Enterprise plan with custom deployment infrastructure (specifics require sales engagement)
Design flexibility: Separate mobile widget settings with device-specific hiding options, WCAG 2.1 AA accessibility compliance with screen reader and keyboard navigation support, domain restrictions for trusted domains configuration
Mobile customization: Responsive widget with mobile-specific settings; mobile app customization separate from web widget (mobile app functionality limitations noted in user reviews)
Role-based access: Owner, Admin, and Agent roles with configurable permissions; agent groups for departmental routing enabling organizational structure within platform
LIMITATION: Enterprise-only white-labeling creates significant barrier for mid-market companies requiring brand removal without enterprise contract minimums
Visual Studio: Drag-and-drop conversation flow builder with no-code interface for business users
White-Labeling: Custom branding, domains, widget appearance on Enterprise plan
Orchestration Flows: Multi-checkpoint validation workflows with custom policy compliance rules
Regional Control: Customer-selected data residency across 6 regions (US, EU, Singapore, India, Indonesia, UAE)
RBAC: Six permission levels for granular access control across teams and departments
Widget Customization: JavaScript configuration for appearance, behavior, proactive triggers
PWA Customization: Progressive Web App with shareable links and custom branding for conversational landing pages
Webhook Integration: Custom workflow triggers and event-driven automation for external system connectivity
Fully white-labels the widget—colors, logos, icons, CSS, everything can match your brand.
White-label Options
Provides a no-code dashboard to set welcome messages, bot names, and visual themes.
Lets you shape the AI’s persona and tone using pre-prompts and system instructions.
Uses domain allowlisting to ensure the chatbot appears only on approved sites.
No- Code Interface & Usability
Visual builder: Visual drag-and-drop chatbot builder through separate ChatBot.com product ($52/month additional); core LiveChat focuses on agent dashboard and widget configuration rather than graphical flow design
Setup complexity: Consistently praised in reviews for "ease of implementation" and quick deployment; JavaScript snippet installation for website embedding with straightforward configuration wizard
Learning curve: G2 (4.5/5, 761 reviews) and Capterra (4.6/5, 1,700+ reviews) highlight user-friendly interface; agent dashboard designed for non-technical support teams with minimal training requirements
Pre-built templates: Widget theme presets for visual styles; ChatBot.com product offers automation templates but requires separate $52/month purchase (fragmented product ecosystem)
No-code workflows: 200+ marketplace integrations (Zapier, HubSpot, Salesforce, Zendesk) with no-code installation; e-commerce plugins (Shopify, WooCommerce, BigCommerce) with official native support
User experience: "Responsive 24/7 support", "reliable platform", "ease of implementation" consistently praised; criticisms focus on rising prices, per-agent cost at scale, and separate ChatBot purchase requirement rather than usability issues
LIMITATION: Chatbot automation requires separate ChatBot.com product purchase ($52/month) rather than integrated no-code builder; users criticize fragmented product ecosystem vs all-in-one platforms
Visual Studio: Drag-and-drop conversation flow builder positioned as "no-code" platform
Dynamic AI Agent: Zero-training deployment with automatic model routing reduces manual configuration
Multi-Intent Detection: Automatic handling of complex queries without manual flow definition
Pre-Built Templates: Industry-specific conversation templates for faster deployment
Channel Configuration: Guided setup for 35+ messaging and voice channel integrations
Knowledge Management UI: Manual document upload and external system connection configuration
Policy Builder: Visual configuration for multi-checkpoint validation rules and guardrails
RBAC Management: Six permission levels with team access control configuration
GDPR: Compliant with EU data residency option (Poland-based Text S.A.)
HIPAA: Compliant with BAA (Business Associate Agreement) on Enterprise plan
ISO 27001: Compliant (information security management)
PCI DSS: Compliant with built-in credit card masking for PII/PCI protection
FedRAMP: Compliant (federal government cloud security)
CSA Star Level 1: Compliant (Cloud Security Alliance certification)
AI data privacy: Customer data never used for LLM training, third-party AI partners (including OpenAI integrations) operate under zero-retention policies
Data isolation: Customer data never mixed across accounts, regional data center selection (America/Europe)
Audit logs: Available on Enterprise plans for security compliance
Encryption: TLS for transit, AES-256 at rest
LIMITATION: Note: SSO/SAML Enterprise-only - significant gap for mid-market companies with identity management requirements (Okta, OneLogin, Auth0, custom SAML requires highest tier)
SOC 2 Type II: Independently audited security controls and compliance certification
ISO Certifications: ISO 27001 (Information Security), ISO 27018 (Cloud Privacy), ISO 27701 (Privacy Management)
HIPAA Compliant: Suitable for healthcare use cases requiring protected health information handling
GDPR Compliant: Data protection and privacy rights for European users
PCI DSS Certified: Payment card industry data security standard compliance for financial transactions
FedRAMP Authorized: Federal Risk and Authorization Management Program for US government deployments
Encryption: AES-256 at rest, TLS 1.3 in transit for maximum data protection
Regional Data Centers: US, EU, Singapore, India, Indonesia, UAE with customer-selected data residency
SSO/SAML: Integration with Google, Microsoft, Azure AD, LDAP for enterprise identity management
RBAC: Six permission levels for granular access control across teams
IP Whitelisting: Network-level access restrictions for enhanced security
Audit Logs: 15-day retention for API activity tracking and compliance reporting
On-Premise Options: Private cloud and on-premise deployment for complete data sovereignty
Benchmark comparisons: Industry average comparisons add competitive context to performance metrics
Scheduled reports: Daily/weekly/monthly delivery via email with CSV export for custom analysis
Staffing predictions (Business+): AI-powered scheduling optimization based on historical patterns
Google Analytics integration: Conversion tracking and customer journey analysis
Conversation logs: Full searchable archives with tag-based organization and filtering
LIMITATION: No NO AI performance metrics - no retrieval accuracy dashboards, semantic search performance tracking, hallucination rate monitoring (focuses on operational metrics, not RAG optimization)
Analytics Dashboard: Comprehensive conversation metrics, user engagement tracking across 35+ channels
Deflection Metrics: Automation success rates and ticket deflection measurement
Voice Analytics: IVR and telephony integration performance tracking
Audit Logs: 15-day retention for API activity with compliance reporting capabilities
Case Study Benchmarks: Lulu Hypermarket 3M+ unique users in 4 weeks, Sony 21,000+ calls in 2 months
ChatBot addon: $52/month additional for automation (separate product purchase required)
Scaling cost example: 10-agent Business team with ChatBot = $642/month ($59×10 + $52) vs per-project pricing in RAG platforms
CONCERN: Note: Per-agent pricing escalates at scale - criticized in reviews as "rising prices" and "cost structure at scale" issue (vs token/project-based pricing in RAG competitors)
Enterprise Scale: 16 billion+ conversations annually validates ability to handle massive production workloads
Case Study Scale: Lulu Hypermarket 3M+ users in 4 weeks, Sony 21,000+ calls in 2 months demonstrate scalability
Entry Barrier: ~$10K minimum annual spend limits accessibility for small businesses and startups
Runs on straightforward subscriptions: Standard (~$99/mo), Premium (~$449/mo), and customizable Enterprise plans.
Gives generous limits—Standard covers up to 60 million words per bot, Premium up to 300 million—all at flat monthly rates.
View Pricing
Handles scaling for you: the managed cloud infra auto-scales with demand, keeping things fast and available.
Support & Ecosystem
24/7 customer support: Live chat and email support consistently praised in reviews (4.5/5 G2, 4.6/5 Capterra)
Developer documentation: Comprehensive at developers.livechat.com with Postman collections, video tutorials, code examples
Discord community: Developer community for technical discussions and peer support
Enterprise SLA: Available on custom contracts with guaranteed response times
User satisfaction: G2 rating 4.5/5 (761 reviews) with 68% five-star ratings, Capterra 4.6/5 (1,700+ reviews)
Common praise: "Responsive 24/7 support", "Ease of implementation", "Reliable platform"
Common criticisms: Rising prices, per-agent cost at scale, separate ChatBot purchase requirement, reduced mobile app functionality vs web
Documentation strength: Genuinely strong for chat APIs but lacks RAG-specific guidance (not applicable to platform architecture)
Multi-Channel Support: Email, chat, phone support with tier-based access levels
Enterprise Support: Dedicated customer success managers, priority support, SLA guarantees on Enterprise plan
Implementation Services: Professional services included with typical 4-month deployment timeline
Documentation: Available at docs.yellow.ai with API references, mobile SDK guides, Postman collections
Training & Onboarding: Included in enterprise packages with dedicated resources
Community Forums: Available for peer support and knowledge sharing
G2 Feedback: Mixed support quality post-onboarding noted by reviewers, documentation gaps cited
Gartner Recognition: Magic Quadrant 'Challenger' status (2023/2025) provides analyst validation
Customer Base: Enterprise brands including Sony, Domino's, Hyundai, Volkswagen, Ferrellgas across 85+ countries
Learning Curve: Steep curve noted - one G2 reviewer: "Setup felt akin to solving a Rubik's cube blindfolded"
Developer Resources: Mobile SDK documentation praised, web SDK documentation criticized as incomplete
Supplies rich docs, tutorials, cookbooks, and FAQs to get you started fast.
Developer Docs
Offers quick email and in-app chat support—Premium and Enterprise plans add dedicated managers and faster SLAs.
Enterprise Solutions
Benefits from an active user community plus integrations through Zapier and GitHub resources.
Additional Considerations
Platform Classification: HUMAN-AGENT LIVE CHAT PLATFORM with AI augmentation, NOT a RAG-as-a-Service or autonomous chatbot platform - designed for agent productivity enhancement
Target Audience Clarity: Customer support teams needing live chat with AI suggestions vs developers requiring programmatic RAG control or autonomous knowledge retrieval
Primary Strength: Exceptional for human-agent customer support workflows with 200+ marketplace integrations and comprehensive compliance (SOC 2, GDPR, HIPAA, ISO 27001, PCI DSS, FedRAMP, CSA Star Level 1)
Compliance Leadership: Seven certifications including FedRAMP (federal government authorization rarely seen in chatbot platforms) and PCI DSS with built-in credit card masking for financial services readiness
Fragmented Product Ecosystem: ChatBot automation requires separate $52/month purchase ($52 × 12 = $624/year additional cost) rather than integrated no-code builder - users criticize fragmented product approach vs all-in-one competitors
Critical Limitation - Per-Agent Pricing Escalation: 10-agent Business team with ChatBot = $642/month ($59×10 + $52) = $7,704/year vs per-project pricing in RAG platforms - significant cost scaling concern noted in reviews
Knowledge Source Gap: Limited to PDFs and websites (max 2,000 pages, 10-30 files per plan) with NO support for DOCX, TXT, CSV, Excel, audio, video, code files - dramatically constrained vs 1,400+ formats in RAG platforms
NO Cloud Storage Integrations: No native sync with Google Drive, Dropbox, OneDrive, Notion, Confluence for knowledge sources - manual uploads only blocks automation workflows
Developer API Limitations: APIs serve chat operations (agent workflows, conversations, tickets) vs RAG operations (semantic search, retrieval, embeddings, knowledge base management) - fundamentally different focus
NO RAG Infrastructure: No vector database, embedding controls, chunking parameters, similarity thresholds, hybrid search, or anti-hallucination mechanisms with citation attribution - not designed for autonomous retrieval
Enterprise-Only SSO/SAML: Identity management features require highest tier creating significant barrier for mid-market companies with Okta, OneLogin, Auth0, or custom SAML requirements
Use Case Mismatch Warning: Comparing LiveChat to CustomGPT is architecturally misleading - different categories (human-agent live chat vs RAG-as-a-Service) serving different personas and value propositions
Platform Classification: ENTERPRISE CONVERSATIONAL AI PLATFORM with RAG capabilities, NOT a pure RAG-as-a-Service API platform - emphasis on multi-channel automation and workflow orchestration
Target Audience: Mid-market to enterprise organizations (1,000+ employees) with complex conversational workflows vs individual developers or SMBs requiring simple knowledge retrieval
Primary Strength: Exceptional for enterprise-grade conversational AI across 35+ channels (WhatsApp, voice, web, social) with 150+ language support and 60%+ automation rates in regulated industries
Vertical Expertise: 50% customer concentration in financial services with deep BFSI (Banking, Financial Services, Insurance) domain knowledge and compliance capabilities (PCI DSS, SOC 2, ISO 27001, GDPR, HIPAA)
Voice AI Excellence: Real-time voice agents in 50+ languages with sentiment analysis, IVR integration, call center deflection capabilities differentiate from text-only RAG platforms
CRITICAL LIMITATION - Enterprise Sales Motion: Custom pricing requires sales engagement (2-6 week cycle) with no self-serve option - unsuitable for quick testing or developer experimentation
CRITICAL LIMITATION - Pricing Opacity: No published pricing, user reviews report costs 'much higher than competitors', estimated $1,500-$3,500/month minimum vs $99-$299 in RAG platforms
CRITICAL LIMITATION - Implementation Complexity: 8-12 week implementation timelines common with mandatory professional services vs instant deployment in self-serve platforms
Developer API Limitations: APIs oriented toward conversation orchestration vs programmatic RAG operations (semantic search, embedding controls, retrieval configuration)
Lock-In Concerns: Heavy professional services dependency and complex multi-system integrations create significant switching costs vs API-first RAG platforms
Use Case Mismatch: Exceptional for large-scale enterprise conversational AI deployments across multiple channels; inappropriate for simple document Q&A or developer-centric RAG use cases
Slashes engineering overhead with an all-in-one RAG platform—no in-house ML team required.
Gets you to value quickly: launch a functional AI assistant in minutes.
Stays current with ongoing GPT and retrieval improvements, so you’re always on the latest tech.
Balances top-tier accuracy with ease of use, perfect for customer-facing or internal knowledge projects.
Core Chatbot Features
AI Reply Suggestions: Knowledge base-powered response recommendations for human agents based on conversation context - enhances agent productivity rather than replacing human interaction
Text Copilot: AI assistant helping agents navigate LiveChat platform efficiently with suggested responses, actions, and workflow guidance
Text Enhancement: Grammar correction and tone polishing for agent messages before sending - ensures professional communication quality
Tag Suggestions: Automatic conversation categorization and tagging for organization and reporting without manual classification effort
AI Summaries: Conversation summarization for agent handoffs and context transfer - reduces ramp-up time when conversations transfer between team members
AI Insights: Analyzes 1,000+ customer queries in 30 seconds to identify trends and patterns - enables data-driven support strategy optimization
Human-Agent Focus Philosophy: AI features designed to augment agent productivity, not replace human interaction - maintains human touch in customer conversations
ChatBot.com Separate Product: Traditional chatbot automation requires $52/month additional purchase using proprietary NLP engine (explicitly doesn't rely on Google Bard, OpenAI, or Bing AI)
CRITICAL LIMITATION - NO Anti-Hallucination Controls: Responses cannot be traced to source documents with citations - no citation attribution, source verification, or confidence scoring vs RAG platforms
Multi-Turn Conversations: Super Agent maintains conversation context across turns with intent detection, entity extraction, slot filling, and dialogue state management
150+ Language Support: Automatic language detection with native multilingual processing across all 150+ supported languages reducing accuracy loss vs translation-based systems
Human Handoff: Configurable escalation triggers with full conversation history transfer, agent workload balancing, queue management, and SLA tracking
Analytics & Insights: Comprehensive dashboards with containment rates, CSAT scores, conversation flows, drop-off points, user journey analytics, and business KPI tracking
Agent Performance Monitoring: Bot accuracy scoring, user satisfaction metrics, conversation success rates, A/B testing capabilities for continuous improvement
Voice AI Capabilities: Real-time voice agents in 50+ languages with sentiment analysis during calls, IVR integration, call deflection, automated transcription
Lead Capture & Qualification: Real-time lead scoring, CRM integration (Salesforce, HubSpot, Zoho), automatic contact creation, lead routing based on firmographics
Safety & Conduct Controls: Configurable filters ensuring ethical communication, avoiding harmful topics, handling sensitive data responsibly with compliance guardrails
Conversational Behavior Rules: Define conversation rules guiding agent responses in different situations ensuring consistent interactions across channels and use cases
Reduces hallucinations by grounding replies in your data and adding source citations for transparency.
Benchmark Details
Handles multi-turn, context-aware chats with persistent history and solid conversation management.
Speaks 90+ languages, making global rollouts straightforward.
Includes extras like lead capture (email collection) and smooth handoff to a human when needed.
Knowledge Base Processing: Proprietary internal system processes PDFs and website crawls (max 2,000 pages, 10-30 files per plan tier) with automatic Q&A pair extraction
Automatic Retraining: Configurable intervals for knowledge base updates ensuring AI suggestions stay current with latest information
Widget Customization: Live editor with theme presets, color pickers supporting custom hex codes, logo uploads, position controls (desktop and mobile-specific settings)
Custom CSS Support: Advanced styling capabilities for design control beyond visual editor presets - full CSS customization available for matching brand guidelines
WCAG 2.1 AA Compliance: Accessibility support with screen readers and keyboard navigation ensuring inclusive user experiences
Domain Restrictions: Control which websites can embed widget through trusted domains configuration for security and access management
White-Labeling (Enterprise Only): Complete branding removal requires Enterprise plan (custom pricing, minimum 5 seats) - not available on Starter/Team/Business tiers
Role-Based Access: Owner, Admin, and Agent roles with configurable permissions; agent groups for departmental routing enabling organizational structure within platform
CRITICAL LIMITATION - Opaque Knowledge Processing: Methodology not publicly documented - no transparency into Q&A extraction algorithms, chunking strategies, or retrieval mechanisms
CRITICAL LIMITATION - NO Programmatic Knowledge Management: All knowledge base management requires UI interaction - no API for document upload, Q&A pair management, or automated knowledge updates
Agent Profile & Persona: Configure name, role, scope, tone (formal/friendly/witty), communication style, expertise areas defining core agent identity
Conversation Rules: Define custom rules guiding agent behavior in specific situations ensuring consistent interactions and brand voice compliance
Welcome Messages & Greetings: Personalized welcome messages for different channels, user segments, and conversation contexts with dynamic variable substitution
Fallback Behaviors: Configurable responses for knowledge gaps, API failures, validation errors, low-confidence scenarios with escalation path options
Multi-KB Support: Multiple knowledge bases per organization with role-based access, departmental segregation, and cross-KB search capabilities
Auto-Reindexing: Automatic knowledge base refresh when source content changes in connected systems ensuring always-current information
Dynamic Prompt Engineering: Custom system prompts, temperature controls, response length limits, creativity settings configurable per use case
Channel-Specific Customization: Different agent behaviors, response formats, media handling per channel (WhatsApp, voice, web, email)
CRITICAL LIMITATION - Opaque RAG Implementation: Retrieval mechanisms, embedding models, chunking strategies, similarity thresholds not exposed for developer configuration
CRITICAL LIMITATION - NO Programmatic Knowledge API: Knowledge base management requires UI interaction - no API for document upload, embedding updates, or retrieval tuning
Lets you add, remove, or tweak content on the fly—automatic re-indexing keeps everything current.
Shapes agent behavior through system prompts and sample Q&A, ensuring a consistent voice and focus.
Learn How to Update Sources
Supports multiple agents per account, so different teams can have their own bots.
Balances hands-on control with smart defaults—no deep ML expertise required to get tailored behavior.
R A G-as-a- Service Assessment
Platform classification: HUMAN-AGENT LIVE CHAT PLATFORM with AI augmentation, NOT a RAG-as-a-Service platform
Architecture philosophy: Designed for agent productivity enhancement, not autonomous knowledge retrieval
Target audience: Customer support teams needing live chat with AI suggestions vs developers requiring programmatic RAG control
Missing RAG foundations: NO vector database, NO embedding controls, NO LLM model selection, NO anti-hallucination mechanisms, NO retrieval configuration APIs
Knowledge source gap: Limited to PDFs and websites (max 2,000 pages, 10-30 files) vs 1,400+ formats in RAG platforms
API focus: Chat operations (agent workflows, conversations, tickets) vs RAG operations (semantic search, retrieval, embeddings)
Use case fit: Excellent for human-agent customer support, inappropriate for autonomous retrieval requiring accuracy controls
Competitive positioning: Different category from CustomGPT - live chat vs RAG-as-a-Service (rated 2/10 as RAG platform - fundamentally different architecture)
Platform Type: NOT A RAG-AS-A-SERVICE PLATFORM - Full-stack enterprise conversational AI with embedded RAG
Critical Distinction: RAG functions as embedded feature, not exposed API service - cannot use Yellow.ai purely as knowledge/RAG backend
Document Cognition: 75-85% accuracy with T5 model fine-tuned on SQuAD/TriviaQA for Q&A extraction
Knowledge Architecture: Closed system - no direct RAG query endpoints, embedding access, or vector store API
API Limitations: No programmatic document upload, knowledge base management, or direct retrieval capabilities
Query Flow: Queries must flow through platform conversation flows vs direct API calls to knowledge backend
Core Architecture: Serverless RAG infrastructure with automatic embedding generation, vector search optimization, and LLM orchestration fully managed behind API endpoints
API-First Design: Comprehensive REST API with well-documented endpoints for creating agents, managing projects, ingesting data (1,400+ formats), and querying chat
API Documentation
Developer Experience: Open-source Python SDK (customgpt-client), Postman collections, OpenAI API endpoint compatibility, and extensive cookbooks for rapid integration
No-Code Alternative: Wizard-style web dashboard enables non-developers to upload content, brand widgets, and deploy chatbots without touching code
Hybrid Target Market: Serves both developer teams wanting robust APIs AND business users seeking no-code RAG deployment - unique positioning vs pure API platforms (Cohere) or pure no-code tools (Jotform)
RAG Technology Leadership: Industry-leading answer accuracy (median 5/5 benchmarked), 1,400+ file format support with auto-transcription, proprietary anti-hallucination mechanisms, and citation-backed responses
Benchmark Details
Deployment Flexibility: Cloud-hosted SaaS with auto-scaling, API integrations, embedded chat widgets, ChatGPT Plugin support, and hosted MCP Server for Claude/Cursor/ChatGPT
Enterprise Readiness: SOC 2 Type II + GDPR compliance, full white-labeling, domain allowlisting, RBAC with 2FA/SSO, and flat-rate pricing without per-query charges
Use Case Fit: Ideal for organizations needing both rapid no-code deployment AND robust API capabilities, teams handling diverse content types (1,400+ formats, multimedia transcription), and businesses requiring production-ready RAG without building ML infrastructure from scratch
Competitive Positioning: Bridges the gap between developer-first platforms (Cohere, Deepset) requiring heavy coding and no-code chatbot builders (Jotform, Kommunicate) lacking API depth - offers best of both worlds
Competitive Positioning
vs CustomGPT: LiveChat excels in human-agent workflows with 200+ integrations and comprehensive compliance; CustomGPT excels in autonomous RAG retrieval with vector database controls and LLM selection
vs Intercom/Zendesk: LiveChat competes in live chat space with comparable features, pricing, and integration ecosystems - direct competitors
vs Drift: Both focus on conversational marketing and sales - LiveChat emphasizes support, Drift emphasizes revenue teams
vs RAG platforms (Vectara, Pinecone Assistant, Ragie): Fundamentally different architecture - LiveChat not designed for autonomous retrieval, lacks RAG infrastructure entirely
Market niche: Mature live chat platform for customer support teams with enterprise compliance requirements, NOT a RAG alternative for knowledge retrieval use cases
Primary Advantage: Complete enterprise conversational AI platform with unmatched 35+ channel coverage and 135+ language support
Compliance Leadership: SOC 2, ISO 27001/27018/27701, HIPAA, GDPR, PCI DSS, FedRAMP exceeds most AI platform competitors
Proprietary Innovation: YellowG LLM claims <1% hallucination rate, Komodo-7B for Indonesia, 0.6s response times (vendor benchmarks)
Proven Scale: 16 billion+ conversations annually, customers include Sony, Domino's, Hyundai, Volkswagen across 85+ countries
Regional Strength: Multi-region data centers (US, EU, Singapore, India, Indonesia, UAE) with Komodo-7B for Southeast Asia
Primary Challenge: NOT a RAG-as-a-Service platform - embedded RAG within closed conversational system blocks API-first use cases
Developer Friction: No Python SDK, no knowledge base API, no dedicated RAG endpoints, web SDK documentation gaps
Pricing Barrier: ~$10K-$25K annual minimum with 4-month implementation vs competitors with sub-$100/month self-service tiers
Learning Curve: G2 reviews cite steep complexity - "setup felt akin to solving a Rubik's cube blindfolded"
Market Position: Competes with enterprise CX platforms (Genesys, Twilio, LivePerson) vs RAG API services (CustomGPT.ai, Pinecone Assistant)
Use Case Fit: Exceptional for enterprises needing omnichannel CX automation at scale; poor fit for developers seeking programmable RAG capabilities
Architectural Mismatch: Platform-first vs API-first design makes direct RAG platform comparison fundamentally misleading
Market position: Leading all-in-one RAG platform balancing enterprise-grade accuracy with developer-friendly APIs and no-code usability for rapid deployment
Target customers: Mid-market to enterprise organizations needing production-ready AI assistants, development teams wanting robust APIs without building RAG infrastructure, and businesses requiring 1,400+ file format support with auto-transcription (YouTube, podcasts)
Key competitors: OpenAI Assistants API, Botsonic, Chatbase.co, Azure AI, and custom RAG implementations using LangChain
Competitive advantages: Industry-leading answer accuracy (median 5/5 benchmarked), 1,400+ file format support with auto-transcription, SOC 2 Type II + GDPR compliance, full white-labeling included, OpenAI API endpoint compatibility, hosted MCP Server support (Claude, Cursor, ChatGPT), generous data limits (60M words Standard, 300M Premium), and flat monthly pricing without per-query charges
Pricing advantage: Transparent flat-rate pricing at $99/month (Standard) and $449/month (Premium) with generous included limits; no hidden costs for API access, branding removal, or basic features; best value for teams needing both no-code dashboard and developer APIs in one platform
Use case fit: Ideal for businesses needing both rapid no-code deployment and robust API capabilities, organizations handling diverse content types (1,400+ formats, multimedia transcription), teams requiring white-label chatbots with source citations for customer-facing or internal knowledge projects, and companies wanting all-in-one RAG without managing ML infrastructure
Customer Base & Case Studies
Scale: 37,000+ businesses served globally after 20+ years of operation
Enterprise customers: Adobe, PayPal, IKEA, Samsung, Best Buy, Huawei, ING Bank, RyanAir (validates enterprise reliability)
ChatBot users: UEFA, Unilever, General Motors (separate product validation)
Geographic focus: Global SaaS distribution with European headquarters and data residency options (America/Europe)
Market maturity: Established player with 20+ years of platform refinement vs newer RAG/AI-focused startups
N/A
N/A
A I Models
Proprietary AI Engine: ChatBot.com uses internal NLP system, explicitly doesn't rely on Google Bard, OpenAI, or Bing AI
NO LLM Model Selection: Cannot choose between GPT-3.5, GPT-4, Claude, Gemini, or custom models - proprietary engine only
Opaque Architecture: Model architecture, training data, and capabilities not publicly documented
AI Reply Suggestions: Knowledge base-powered response recommendations for human agents based on conversation context
Text Enhancement AI: Grammar correction and tone polishing for agent messages before sending
AI Insights: Analyzes 1,000+ customer queries in 30 seconds to identify trends and patterns
CRITICAL LIMITATION: No flexibility for model routing, fine-tuning, or BYOLLM capabilities - rated 3/10 for model flexibility vs RAG platforms
Proprietary YellowG LLM: Custom-trained model with vendor-claimed <1% hallucination rate vs GPT-3's 22.7%, 0.6-second average response time
Komodo-7B: Specialized Indonesia-focused model supporting 11+ regional language variants for Southeast Asian market dominance
Orchestrator LLM: Context switching and multi-intent detection engine with zero-training deployment capability
T5 Fine-Tuned: SQuAD/TriviaQA trained model for Document Cognition with 75-85% accuracy depending on complexity
GPT-3 & GPT-3.5: Integration documented for supplemental processing and model routing
15+ LLM Models: Multi-model architecture combining proprietary and third-party models for optimal task routing
Dynamic Model Routing: Automatic selection based on query complexity, language requirements, and performance optimization
Note: GPT-4/Claude support not explicitly confirmed - availability unclear in documentation
Enterprise Training: Models trained on 16 billion+ anonymized customer conversations with PII masking at data layer
Limited Flexibility: Users cannot manually select models - system handles routing automatically without direct control
Primary models: GPT-5.1 and 4 series from OpenAI, and Anthropic's Claude 4.5 (opus and sonnet) for enterprise needs
Automatic model selection: Balances cost and performance by automatically selecting the appropriate model for each request
Model Selection Details
Proprietary optimizations: Custom prompt engineering and retrieval enhancements for high-quality, citation-backed answers
Managed infrastructure: All model management handled behind the scenes - no API keys or fine-tuning required from users
Anti-hallucination technology: Advanced mechanisms ensure chatbot only answers based on provided content, improving trust and factual accuracy
R A G Capabilities
CRITICAL ARCHITECTURAL GAP: NOT a RAG-as-a-Service platform - no vector database, embedding controls, or configurable retrieval pipeline
Knowledge Base Processing: Proprietary internal system processes PDFs and website crawls (max 2,000 pages, 10-30 files per plan)
NO Chunking Parameters: Chunk size, overlap, and strategy not exposed for optimization
NO Embedding Model Selection: Cannot choose between OpenAI, Cohere, or custom embedding models
NO Similarity Threshold Controls: Cannot configure cosine similarity thresholds or retrieval scoring
NO Hybrid Search: No combination of keyword and semantic search strategies
NO Anti-Hallucination Mechanisms: No citation attribution, source verification, or confidence scoring - responses cannot be traced to source documents
Platform Classification: Human-agent live chat platform with AI augmentation, NOT autonomous knowledge retrieval system (rated 2/10 as RAG platform)
Agentic RAG Architecture: Multi-checkpoint validation combining intelligent retrieval with reasoning and action - Yellow.ai's AI Agents don't just retrieve, they think, act, and learn
Document Cognition (DocCog): T5 model-based Q&A extraction with 75-85% accuracy depending on document complexity
Hallucination Prevention: Proprietary YellowG LLM approach with vendor-claimed <1% rate vs industry averages through training optimization
Automatic Guardrails: Policy compliance and response filtering from deployment without manual configuration requirements
Knowledge Synchronization: Configurable intervals (hourly, daily, weekly) for external sources including Salesforce, ServiceNow, Confluence, SharePoint
Website Crawling: URL ingestion and sitemap.xml parsing for structured site content extraction and Q&A generation
Enterprise Integrations: Bi-directional sync with AWS S3, Prismic, and major enterprise knowledge bases
Note: Closed Architecture: RAG embedded within platform - no direct endpoints, embedding customization, or vector store API access for developers
Note: No API Upload: Document upload requires manual platform UI interaction - cannot programmatically manage knowledge base
Core architecture: GPT-4 combined with Retrieval-Augmented Generation (RAG) technology, outperforming OpenAI in RAG benchmarks
RAG Performance
Anti-hallucination technology: Advanced mechanisms reduce hallucinations and ensure responses are grounded in provided content
Benchmark Details
Automatic citations: Each response includes clickable citations pointing to original source documents for transparency and verification
Optimized pipeline: Efficient vector search, smart chunking, and caching for sub-second reply times
Scalability: Maintains speed and accuracy for massive knowledge bases with tens of millions of words
Context-aware conversations: Multi-turn conversations with persistent history and comprehensive conversation management
Source verification: Always cites sources so users can verify facts on the spot
Use Cases
Customer Support Teams: Live chat for customer service with human agents augmented by AI suggestions - primary use case for 37,000+ businesses
E-commerce: Real-time customer assistance during shopping with Shopify, WooCommerce, BigCommerce native integrations
Sales Engagement: Lead qualification and conversion through live agent interactions with CRM integrations (Salesforce, HubSpot)
Multi-Channel Support: Omnichannel customer engagement across website, Facebook Messenger, WhatsApp Business, Apple Messages, Telegram, SMS
Agent Productivity: AI-powered reply suggestions, text enhancement, tag suggestions, and summaries to improve agent efficiency
Enterprise Helpdesk: Integration with Zendesk, Intercom, HelpDesk ticketing for comprehensive support workflows
NOT SUITABLE FOR: Autonomous knowledge retrieval requiring RAG accuracy controls, developer-focused programmatic document search, or applications needing LLM flexibility
Customer Service Automation: 90% query automation across 35+ channels with 60% operational cost reduction - handles 16 billion+ conversations annually
Employee Experience (EX): IT support automation (password resets, hardware requests), HR policy FAQs, leave applications, pay slip access, conference room bookings with rapid response delivery even in low bandwidth environments
24/7 Support Operations: Minimal human involvement for routine queries, autonomous account issue resolution, transaction execution, multi-department coordination with full context preservation
E-commerce & Retail: Personal shopping assistance (inventory browsing, price comparison, order placement, returns handling), real-time transaction monitoring with suspicious activity blocking
Travel & Hospitality: Booking management for travel, hotels, restaurants with automatic rebooking during disruptions and 24/7 availability
Financial Services: Fraud detection workflows with automated investigation initiation and PCI DSS compliance for payment transactions
Healthcare: HIPAA-compliant patient engagement and support with protected health information handling capabilities
Government & Federal: FedRAMP authorized platform for US federal deployments with complete compliance and security requirements
Real-World Results: Lulu Hypermarket 3M+ unique users in 4 weeks, Sony 21,000+ voice calls in 2 months, Lion Parcel 85% automation rate, AirAsia employee experience transformation
Enterprise Scale: Customers include Sony, Domino's, Hyundai, Volkswagen, Ferrellgas across 85+ countries with billion+ conversation processing
Customer support automation: AI assistants handling common queries, reducing support ticket volume, providing 24/7 instant responses with source citations
Internal knowledge management: Employee self-service for HR policies, technical documentation, onboarding materials, company procedures across 1,400+ file formats
Sales enablement: Product information chatbots, lead qualification, customer education with white-labeled widgets on websites and apps
Documentation assistance: Technical docs, help centers, FAQs with automatic website crawling and sitemap indexing
Educational platforms: Course materials, research assistance, student support with multimedia content (YouTube transcriptions, podcasts)
Healthcare information: Patient education, medical knowledge bases (SOC 2 Type II compliant for sensitive data)
E-commerce: Product recommendations, order assistance, customer inquiries with API integration to 5,000+ apps via Zapier
SaaS onboarding: User guides, feature explanations, troubleshooting with multi-agent support for different teams
Security & Compliance
SOC 2 Type II: Compliant with enterprise-grade security validation
GDPR: Compliant with EU data residency option (Poland-based Text S.A.)
HIPAA: Compliant with BAA (Business Associate Agreement) on Enterprise plan only - minimum 5 seats at $100/seat custom pricing
ISO 27001: Compliant with information security management certification
PCI DSS: Compliant with built-in credit card masking for PII/PCI protection
FedRAMP: Compliant - federal government cloud security authorization (rare in chatbot platforms)
CSA Star Level 1: Compliant with Cloud Security Alliance certification
Seven Certifications: Compliance breadth matches or exceeds enterprise RAG platforms (9/10 rated differentiator for regulated industries)
AI Data Privacy: Customer data never used for LLM training, third-party AI partners operate under zero-retention policies
Data Isolation: Customer data never mixed across accounts, regional data center selection (America/Europe)
Encryption: TLS for transit, AES-256 at rest
LIMITATION: SSO/SAML Enterprise-only - significant gap for mid-market companies with identity management requirements
SOC 2 Type II: Independently audited security controls and compliance certification with annual penetration testing validation
ISO Certifications: ISO 27001 (Information Security Management), ISO 27018 (Cloud Privacy Controls), ISO 27701 (Privacy Information Management)
HIPAA Compliant: Healthcare industry ready for protected health information (PHI) handling with Business Associate Agreement support
GDPR Compliant: European data protection and privacy rights with regional data centers in EU for data residency requirements
PCI DSS Certified: Payment Card Industry Data Security Standard Level 1 compliance for financial transaction security
FedRAMP Authorized: Federal Risk and Authorization Management Program certification for US government cloud deployments
Encryption Standards: AES-256 encryption at rest, TLS 1.3 for data in transit exceeding industry baseline requirements
Regional Data Centers: 6 global regions (US, EU, Singapore, India, Indonesia, UAE) with customer-selected data residency for compliance and latency optimization
Enterprise Identity Management: SSO/SAML integration with Google, Microsoft, Azure AD, LDAP for unified access control
RBAC Controls: Six permission levels for granular team access control with IP whitelisting for network-level security
Audit Logs: 15-day API activity retention for compliance reporting and security monitoring
On-Premise Options: Private cloud and complete on-premise deployment available for air-gapped environments and complete data sovereignty
AI Training Privacy: Models trained on anonymized customer interactions with PII masking at data layer before processing
Basic Plan (AWS Marketplace): ~$10,000/year minimum for single use case implementation with limited channel access
Standard Plan: ~$25,000/year for up to 4 use cases with expanded capabilities and additional channels
Enterprise Plan: Custom pricing requiring sales engagement - unlimited bots, channels, integrations with dedicated support and SLA guarantees
Implementation Timeline: Typically 4 months from contract to full deployment with professional services included (G2 user data)
Additional Costs: Voice AI features and advanced generative AI capabilities incur separate charges beyond base platform subscription
Sales-Led Process: All paid plans beyond free tier require sales contact - no self-service purchasing or transparent public pricing
Payment Terms: Annual contracts standard for commercial plans with monthly billing unavailable for most tiers
Entry Barrier: $10K minimum annual spend creates significant barrier for small businesses, startups, and individual developers
On-Premise Pricing: Custom enterprise pricing for private cloud and on-premise deployments with additional implementation costs
Regional Variations: Pricing may vary by selected data center region and compliance requirements
Scale Justification: 16 billion+ conversations annually and enterprise customer base (Sony, Domino's, Hyundai) validates high-end positioning
Standard Plan: $99/month or $89/month annual - 10 custom chatbots, 5,000 items per chatbot, 60 million words per bot, basic helpdesk support, standard security
View Pricing
Premium Plan: $499/month or $449/month annual - 100 custom chatbots, 20,000 items per chatbot, 300 million words per bot, advanced support, enhanced security, additional customization
Enterprise Plan: Custom pricing - Comprehensive AI solutions, highest security and compliance, dedicated account managers, custom SSO, token authentication, priority support with faster SLAs
Enterprise Solutions
7-Day Free Trial: Full access to Standard features without charges - available to all users
Annual billing discount: Save 10% by paying upfront annually ($89/mo Standard, $449/mo Premium)
Flat monthly rates: No per-query charges, no hidden costs for API access or white-labeling (included in all plans)
Managed infrastructure: Auto-scaling cloud infrastructure included - no additional hosting or scaling fees
Support & Documentation
24/7 Customer Support: Live chat and email support consistently praised in reviews (4.5/5 G2, 4.6/5 Capterra) - "Responsive 24/7 support"
User Satisfaction: G2 rating 4.5/5 (761 reviews, 68% five-star), Capterra 4.6/5 (1,700+ reviews) - "Ease of implementation" and "Reliable platform" common themes
Developer Documentation: Comprehensive at developers.livechat.com with Postman collections, video tutorials, code examples
Discord Community: Developer community for technical discussions and peer support
Enterprise SLA: Available on custom contracts with guaranteed response times and uptime commitments
API Documentation: REST API and WebSocket (RTM) documentation with OAuth 2.1 PKCE guides and rate limit details (180 req/min per API key)
SDK Support: JavaScript/Node.js (@livechat/chat-sdk), iOS (Swift SDK), Android (Kotlin), Customer SDK for widget development
Documentation Strength: Genuinely strong for chat APIs and agent workflows, but lacks RAG-specific guidance (not applicable to platform architecture)
Common Criticisms: Rising prices, per-agent cost at scale, separate ChatBot purchase requirement, reduced mobile app functionality vs web
Multi-Channel Support: Email, live chat, phone support with tier-based response time guarantees
Enterprise Support: Dedicated customer success managers, priority support queues, SLA guarantees with 1-hour response times on critical issues
Professional Services: Implementation services included in enterprise packages with typical 4-month deployment timeline and project management
Documentation Portal: Available at docs.yellow.ai with API references, integration guides, mobile SDK documentation with code examples
Mobile SDK Resources: Comprehensive Android, iOS, React Native, Flutter, Cordova documentation with complete code examples, Postman collections, demo applications
Training & Onboarding: Included in enterprise packages with dedicated training resources and guided implementation support
Community Forums: Available for peer support, knowledge sharing, and best practices discussion among Yellow.ai users
Gartner Recognition: Magic Quadrant 'Challenger' status (2023/2025) provides third-party analyst validation and market positioning
Customer Base: Enterprise brands including Sony, Domino's, Hyundai, Volkswagen, Ferrellgas deployed across 85+ countries
G2 Feedback: 4.4/5 overall (106 reviews) with 9.3/10 customization, 9.2/10 proactive engagement - mixed post-onboarding support quality noted
Documentation Gaps: Web SDK documentation criticized as "hit and miss" by reviewers - mobile SDKs better documented than web integration
Learning Curve: Steep complexity curve noted by users - G2 reviewer: "Setup felt akin to solving a Rubik's cube blindfolded"
Developer Resources: Strong mobile SDK documentation, weak Python SDK (doesn't exist), limited API cookbook/advanced tutorial content
Documentation hub: Rich docs, tutorials, cookbooks, FAQs, API references for rapid onboarding
Developer Docs
Email and in-app support: Quick support via email and in-app chat for all users
Premium support: Premium and Enterprise plans include dedicated account managers and faster SLAs
Code samples: Cookbooks, step-by-step guides, and examples for every skill level
API Documentation
Active community: User community plus 5,000+ app integrations through Zapier ecosystem
Regular updates: Platform stays current with ongoing GPT and retrieval improvements automatically
Limitations & Considerations
NOT a RAG Platform: Fundamental architecture designed for human-agent live chat, not autonomous knowledge retrieval (rated 2/10 as RAG platform)
Limited File Formats: PDFs and website crawling only (max 2,000 pages) - NO support for DOCX, TXT, CSV, Excel, audio, video, code files (vs 1,400+ formats in RAG platforms)
NO Cloud Storage Integrations: No native sync with Google Drive, Dropbox, OneDrive, Notion, Confluence - manual uploads only
NO LLM Flexibility: Proprietary AI engine only - cannot choose GPT-4, Claude, Gemini, or custom models
NO RAG Infrastructure: No vector database, embedding controls, chunking parameters, similarity thresholds, hybrid search, or anti-hallucination mechanisms
Fragmented Product Ecosystem: ChatBot automation requires separate $52/month purchase vs integrated no-code builders in competitors
Per-Agent Pricing Escalation: Cost structure criticized in reviews - scales expensively vs per-project pricing (10 agents + ChatBot = $642/month)
Enterprise-Only Features: White-labeling, SSO/SAML, HIPAA BAA require Enterprise plan with minimum 5 seats at $100/seat ($6,000/year minimum)
NO API for RAG Operations: APIs serve chat operations (agent workflows, conversations, tickets) vs RAG operations (semantic search, retrieval, embeddings)
Limited to 180 req/min: API rate limits may constrain high-volume applications
NO Python SDK: JavaScript/Node.js/mobile only - limits backend integration for Python-based systems
Competitive Positioning: Different category from CustomGPT - excellent for human-agent customer support, inappropriate for autonomous retrieval requiring accuracy controls
NOT a RAG-as-a-Service Platform: Full-stack enterprise conversational AI with embedded RAG - cannot use Yellow.ai purely as knowledge/RAG backend for custom applications
No API-First Development: Cannot programmatically create bots/agents, upload documents, manage knowledge bases, or directly query RAG endpoints - platform-centric architecture
Missing Developer Tools: No Python SDK (major gap for backend developers), no npm package for web SDK (script tag injection only), no OpenAPI specification published
Knowledge Ingestion Gaps: No Google Drive, Dropbox, Notion integration support - significant gap vs competitors like CustomGPT and YourGPT
YouTube & Audio Limitations: No YouTube transcript ingestion, no native audio/video file processing support
High Entry Barrier: $10K-$25K annual minimum with 4-month implementation timeline vs competitors offering $19-99/month self-service tiers
Use Case Mismatch: Excellent for enterprises needing omnichannel CX automation; poor fit for developers seeking programmable RAG APIs or simple chatbot embedding
Vendor Lock-In Risk: Proprietary platform with limited portability - difficult to migrate conversation flows, knowledge bases, and integrations to alternative solutions
Managed service approach: Less control over underlying RAG pipeline configuration compared to build-your-own solutions like LangChain
Vendor lock-in: Proprietary platform - migration to alternative RAG solutions requires rebuilding knowledge bases
Model selection: Limited to OpenAI (GPT-5.1 and 4 series) and Anthropic (Claude, opus and sonnet 4.5) - no support for other LLM providers (Cohere, AI21, open-source models)
Pricing at scale: Flat-rate pricing may become expensive for very high-volume use cases (millions of queries/month) compared to pay-per-use models
Customization limits: While highly configurable, some advanced RAG techniques (custom reranking, hybrid search strategies) may not be exposed
Language support: Supports 90+ languages but performance may vary for less common languages or specialized domains
Real-time data: Knowledge bases require re-indexing for updates - not ideal for real-time data requirements (stock prices, live inventory)
Enterprise features: Some advanced features (custom SSO, token authentication) only available on Enterprise plan with custom pricing
Customization & Flexibility
N/A
Knowledge Updates: Manual via UI only - no API for programmatic document upload or management
After analyzing features, pricing, performance, and user feedback, both LiveChat and Yellow.ai are capable platforms that serve different market segments and use cases effectively.
When to Choose LiveChat
You value mature 20+ year platform with proven enterprise reliability (adobe, paypal, ikea, samsung, best buy)
200+ integrations with robust Zapier support (5,000+ app connections) and comprehensive webhooks
Switching between LiveChat and Yellow.ai requires careful planning. Consider data export capabilities, API compatibility, and integration complexity. Both platforms offer migration support, but expect 2-4 weeks for complete transition including testing and team training.
Pricing Comparison Summary
LiveChat starts at $20/month, while Yellow.ai begins at custom pricing. Total cost of ownership should factor in implementation time, training requirements, API usage fees, and ongoing support. Enterprise deployments typically see annual costs ranging from $10,000 to $500,000+ depending on scale and requirements.
Our Recommendation Process
Start with a free trial - Both platforms offer trial periods to test with your actual data
Define success metrics - Response accuracy, latency, user satisfaction, cost per query
Test with real use cases - Don't rely on generic demos; use your production data
Evaluate total cost - Factor in implementation time, training, and ongoing maintenance
Check vendor stability - Review roadmap transparency, update frequency, and support quality
For most organizations, the decision between LiveChat and Yellow.ai comes down to specific requirements rather than overall superiority. Evaluate both platforms with your actual data during trial periods, focusing on accuracy, latency, ease of integration, and total cost of ownership.
📚 Next Steps
Ready to make your decision? We recommend starting with a hands-on evaluation of both platforms using your specific use case and data.
• Review: Check the detailed feature comparison table above
• Test: Sign up for free trials and test with real queries
• Calculate: Estimate your monthly costs based on expected usage
• Decide: Choose the platform that best aligns with your requirements
Last updated: December 11, 2025 | This comparison is regularly reviewed and updated to reflect the latest platform capabilities, pricing, and user feedback.
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