Inbound, outbound, voice. Yuma is a single AI solution for all your CX needs, built by a team that thinks support should run on one system, not ten.
Interactions successfully automated across Yuma-powered support experiences.
In November 2022, just days before ChatGPT's debut, our founder Guillaume launched one of the first AI support apps on the Gorgias Store. The idea was simple: use generative AI to handle e-commerce support with real accuracy.
Dozens of merchants reached out overnight to test the prototype. The feedback was immediate and clear: generative AI was going to change customer support, and Yuma was born.
Yuma AI is an AI customer experience platform that resolves support, sales, and social conversations end to end for ecommerce brands, inside the helpdesk they already use. Its AI agents read live order, product, and customer data, then take real actions like refunds, reships, order edits, and subscription changes, so conversations are fully resolved rather than deflected. Brands pay only for the tickets Yuma fully resolves.
More than 100 ecommerce brands across North America and Europe run their customer experience on Yuma, including:
Yuma is one AI agent platform with a shared knowledge base, brand voice, and Safety Guard across every product.
AI customer service agents that resolve WISMO, returns, exchanges, refunds, and order changes end to end. Only the conversations that need human judgment are escalated, with full context.
Learn more: Support AI
An AI shopping assistant for Shopify storefronts that answers product questions, recommends items, and recovers abandoned carts. Merchants have seen up to an 18% lift in revenue per visitor in A/B tests.
Learn more: Sales AI
Automated replies to comments, DMs, and mentions across Instagram, Facebook, TikTok, and more, 24/7. Brands protect their reputation and answer buying questions where shoppers ask them.
Learn more: Social AI
An AI-native live chat widget that installs in minutes on any storefront. It resolves product, shipping, and policy questions instantly on every page.
Learn more: Chat AI
An AI voice agent that answers the support line 24/7 and takes real backend actions mid-call. It uses the same agent, knowledge base, and guardrails as email and chat.
Learn more: Voice AIYuma installs inside Gorgias, Zendesk, Kustomer, Salesforce Service Cloud, Gladly, Re:amaze, Front, Sprinklr, and Zoho Desk, with no migration. Gorgias AI requires the Gorgias helpdesk, and Zendesk AI works only inside Zendesk.
Yuma charges for tickets the AI resolves end to end, never for conversations, escalations, or seats, and annual plans carry no overage. Zendesk AI charges per resolution on top of a Suite license, and Decagon prices per conversation or per resolution.
Most brands go live within one to two weeks, and there is no implementation fee. Sierra quotes $50k to $200k for implementation, and Decagon rollouts average two to four weeks of professional services.
Yuma customers sustain 70 to 80% full automation, and top merchants reach 93%. On our comparison benchmarks, Siena stays under 60% and Tidio Lyro averages 60 to 67%, while horizontal platforms like Ada are not built around ecommerce workflows.
Yuma refunds, cancels, reships, edits orders, and changes subscriptions through 50+ ecommerce integrations, and Web Actions reach tools that have no API. Tidio Lyro can answer questions but cannot change orders.
The journey
Yuma launched after strong demand from merchants asked Guillaume to turn his experimental AI support tool into a real product.
Yuma’s founding team comes together.
Yuma joins Y Combinator, becoming Guillaume’s third YC-backed company.
The team ships innovative support automation features and becomes a category leader for e-commerce AI support.
Yuma signs dozens of brands across North America and Europe and builds an international team.
Yuma reaches 100 clients and confirms its lead in automation rates for e-commerce merchants.
Selected by AI Grant, Yuma earns recognition among the top AI innovators.
Yuma raises $5M from top investors to transform customer support for good.
Yuma hits 1 million resolved tickets and record-breaking automation during Black Friday and year-end sales.
Yuma launches an AI-native chat widget that installs in just minutes.
A16Z features Yuma in its AI x Online Shopping market map.
Yuma launches Sales AI to help merchants drive revenue with AI-powered shopping experiences.
Yuma launches AI Flows and Deep Search, giving CX teams deterministic workflow control and a new way to talk to their tickets to uncover Customer Voice insights.
Yuma officially launches Social AI, helping brands automate comments, DMs, and mentions across Instagram, Facebook, TikTok, and more.
Yuma launches Ask Yuma, a conversational AI that lets merchants build automations, diagnose issues, and generate reports by talking to their platform in plain English.
Yuma launches Claude MCP integration, letting merchants connect their Yuma account directly to Claude and combine support data with Shopify, Google Sheets, CRMs, and other tools in a single conversation.
Verified reviewers name Yuma a Fall 2026 G2 High Performer for AI Customer Support Agents, alongside Best Meets Requirements, Best Support, and Users Most Likely To Recommend badges.
Yuma launches Web Actions, letting its agents complete tasks in a real Chrome browser on any site reachable from the open web — carrier portals, 3PL dashboards, and internal back-office tools that never had an API.
Yuma launches Yuma Voice AI, putting its agent behind merchants' phone numbers to update orders, cancel, and refund in backend systems while the customer is still on the call.
Founder & CEO
Guillaume Luccisano is a serial entrepreneur and three-time Y Combinator founder based in Boston. In November 2022 he launched one of the first generative AI support apps on the Gorgias App Store, and merchant demand turned it into Yuma.
Yuma is a team of around 30 people across Boston, Barcelona, and remote, with a deep focus on product and engineering. The company is backed by Y Combinator, Gradient Ventures, Pioneer Fund, Altman Capital, and more than 50 angel investors.
We may be small in size, but we are mighty. We ship quickly, adapt constantly, and stay ahead as the AI landscape evolves.
Account Executive US
Remote team
SDR, FR
Barcelona, Spain
Account Manager
Barcelona, Spain
Account Manager
Barcelona, Spain
Lead Frontend Engineer
Remote team
Head of Sales, US
Boston, US
Head of People
Barcelona, Spain
Account Executive, FR
Barcelona, Spain
Head of Sales, EMEA & ANZ
Barcelona, Spain
Account Manager
Barcelona, Spain
Technical Implementation Specialist
Remote team
Technical Implementation Lead
Remote team
Technical Implementation Specialist
Remote team
Software Engineer
Barcelona, Spain
Software Engineer
Boston, US
Account Manager
Remote team
Senior Software Engineer
Remote team
VP Product
Remote team
Founder & CEO
Boston, US
Head of Account Management
Barcelona, Spain
Senior Software Engineer
Remote team
Backed by visionaries, building the future.
From first call to full automation, here is what working with Yuma looks like.
Yuma connects to your helpdesk, Shopify store, and tools like Recharge, Loop, and your 3PL. No migration or engineering work is needed.
Every contract starts with a free 30-day trial on your real tickets. You see automation rates and reply quality before you pay.
Most brands are live within one to two weeks. Automation rolls out gradually, from 1% of eligible tickets to 100%, so your team reviews quality at every step.
Every customer gets a dedicated account manager and a shared Slack channel with the Yuma team. Questions and changes are handled in the channel your team already uses.
Your account team reviews results, adds new intents and workflows, and tunes brand voice and guardrails. Ask Yuma and Deep Search surface what customers are asking about.
A quick reference for the essentials.
Join us in shaping the future of AI-powered e-commerce.
“After testing multiple AI support tools, it's clear that Yuma is best in class. We've been able to automate the majority of our inbound volume, and we're consistently impressed by the range of topics it handles and its carefulness in staying within bounds.”
“Within just six months we've achieved nearly 40% full automation, with the AI responding to roughly 75% of our tickets. What sets Yuma apart is its exceptional ease of use and seamless integration.”
“We've automated more than 50% of our customer requests and cut our average response time by 50%, replying in about 5 minutes with our own tone of voice. I'd say the ROI of Yuma is about 4x to 6x.”
“The difference Yuma has made in our customer support is night and day. Before, we struggled with long response times. Now we deliver fast, consistent, high-quality support, and the data insights help us fine-tune our processes.”
“Yuma has transformed our customer support at Cabaïa. Managing high volumes across multiple channels was a challenge, but the automation helps us respond faster and more consistently. We'd recommend Yuma to any brand looking to streamline support.”
“Since we started with Yuma six months ago, our approach to customer service has completely transformed. It's not just automation; it's quality, efficiency, and a premium, agile customer-service experience. A true performance booster.”
“Their product is top notch. We've tested a few other AI tools and nothing has stacked up to the capabilities of Yuma. Within minutes we're always responded to, and within hours our very complex issues are resolved. It's unheard of.”
“Yuma does a great job. You need to spend time on setup and prompts, but the possibilities are endless. We already automate a quarter of our customer service while staying very careful to maintain the best service.”
“Yuma enables a quick response to every query and answers in 15 languages, handling complex questions well. It routes each case to the right expertise for fast, effective resolution and high customer satisfaction.”
"Yuma not just converses but automates external actions in 3rd party services. Which is a game changer."
