Scale Ecommerce Customer Service Without Scaling Headcount

Yuma is a customer service automation platform made for e-commerce brands. It's purpose-built to work with top ecommerce platforms such as Shopify, WooCommerce, Magento, etc. It automates support tickets by connecting with helpdesks such as Gorgias, Zendesk, Gladly, etc. Yuma resolves tickets end-to-end by taking real actions across platforms, just like human support agents. It's known for high accuracy thanks to its built-in guardrails. Brands only pay for tickets fully resolved by AI, and setup is handled by a dedicated account team at no extra cost. Yuma has successfully automated up to 89% of customer support for its top customers.

Yuma also offers three other products: Sales AI, Social AI, and Chat AI to automate 360-degree ecommerce interactions for brands.

Yuma AI is headquartered in Cambridge, MA, United States, with a European office in Barcelona, Spain.

Yes, Yuma is a US registered legitimate software company that's Y Combinator-backed and founded by Guillaume Luccisano, a three-time founder whose previous startups include Socialcam (acquired by Autodesk for $60M) and Triplebyte (valued at $135M, acquired by Karat). The platform serves several global paying e-commerce brands. Yuma was featured in a16z's AI x Online Shopping Market Map, and has been covered by TechCrunch. The company is headquartered in Cambridge, MA with a European office in Barcelona, Spain.

Yuma publishes full case studies with named customers, real metrics, and direct quotes. Here's what a few of them report:

Glossier saw 91% accuracy on complex shipping tickets and an 87% drop in response times. Amy Kemp, Director of CX said: "We barely had to think about the technical side. Yuma just worked, right out of the box."

Clove hit 70% automation and 3x ROI within three months, after switching from a previous AI partner that lacked guardrails. Gabe Walker, CS Manager said: "It's refreshing to have a partner that's just really trying to make our experience with the product as successful as possible."

Javvy Coffee went from 24-hour response times to 12 minutes, with CSAT climbing from 3.5 to 4.2. Shannon White, Head of CX said: "Going into this holiday season versus last year's, I had the peace of mind knowing that no matter what, the inbox was going to be fine."

EvryJewels reached 89% automation and cut cost per ticket from $5.50 to $2 while processing over 150,000 tickets.

All case studies are available at yuma.ai/case-studies

Yuma is used to automate ecommerce customer service. The most common use cases include shipping status inquiries, returns and exchanges, order cancellations and modifications, subscription management, refunds, and product questions. These ticket types typically make up 40 to 70% of a brand's total support volume.

For example, Glossier uses Yuma to parse global tracking links and process time-sensitive order changes. Petlibro uses it for product troubleshooting and subscription management across numerous SKUs. Javvy Coffee automates subscription cancellations, refunds, and payment issues. In each case, Yuma resolves tickets end-to-end by taking real actions in external systems, not just answering questions.

Yuma plugs directly into your existing helpdesk (Gorgias, Zendesk, Salesforce, and others) and works alongside your team. When a ticket arrives, Yuma reads the message, identifies the customer's intent, and routes it to the right AI agent: process-driven agents for tasks like returns and order changes, or knowledge-based agents for product and policy questions. Each agent follows your SOPs and brand voice, then takes real actions across your tools (Shopify, Recharge, Loop, shipping carriers) to resolve the ticket end-to-end. Every response passes through built-in quality control before it reaches the customer. If a ticket is too complex or sensitive, Yuma escalates to a human agent with full context instead of guessing. See how Yuma compares to other AI tools in our complete market guide, or our focused guide for Gorgias users.

No. Yuma requires zero engineering work to set up. A dedicated account manager from Yuma configures your AI automations, writes your automation processes, and connects Yuma to your helpdesk and ecommerce tools. This is included at no extra cost, and there's no package without it.

Yes. Yuma offers a 30-day trial period where you can test the AI on live ecommerce customer service tickets with your real data, your helpdesk, and your customers. The trial is typically kicked-off with an agreed potential automation rate, so both sides have a clear success metric upfront. During the trial, Yuma's team handles the full setup and configuration (same white-glove onboarding as paying customers), and deployment starts gradually at 5 to 10% of ticket volume so you can review quality before scaling.

To book a live demo, just fill up the form here - https://yuma.ai/contact-us

Yuma is known for being highly accurate. For example, FINN, Europe’s leading car subscription platform, chose Yuma after quality A/B testing because it needed human-level accuracy for B2B support workflows like invoices, paperwork, billing questions, and address changes. Yuma ensures high accuracy by making sure that each ticket passes through multiple quality control checks (policy verification, intent matching, response validation) before reaching the customer. If any check flags uncertainty, Yuma escalates to a human agent instead of guessing. You can track accuracy, confidence scores, and error rates in real time through your dashboard.