AI customer service agents that resolve 89% of ecommerce support tickets

Brand pages in your Handbook set how Yuma sounds: tone, length, structure and personality. Describe your voice or share a few sample replies, and Ask Yuma writes the page. You can scope a Brand page to a store, a channel or a language, so Instagram DMs can sound different from email. Yuma even adapts regional spelling automatically.

Yuma works with multiple AI providers as backup, including OpenAI, Anthropic, and Google. If one provider has issues, the system switches automatically, often before anyone notices. There’s always a path to a response, so your customers never see downtime.

You choose how much of each playbook goes live. Start a new playbook on 10% of matching conversations, with the rest handled as drafts your team reviews in the helpdesk, then raise it as trust builds. Set it to zero to pause. Each playbook has its own setting, so a well-tested one can run at 100% while a new one starts small.

Before anything goes live, its tests replay as simulated conversations, and you can turn real past conversations into tests too.

Yuma supports 180+ languages, auto-detects each customer’s language, and responds in that language including regional dialects and right-to-left scripts. Your brand voice and policies stay consistent across all languages.

Yuma covers every major support channel, all from one Handbook. Inbound: email, live chat, SMS, WhatsApp, contact forms, Instagram DMs, Instagram comments (including ad comments), Facebook Messenger, and Facebook comments.

Outbound: email and SMS, started by events like an order placed or a parcel delivered. And phone calls, with Yuma Voice. Every channel follows the same policies, and Brand pages let you set a different voice per channel.

Yes. One Handbook covers every store in your account. Pages can be scoped to a store, channel or customer language wherever your policies differ. Yuma routes each conversation to the right store, applies the right rules, and pulls the right order data, even when all your stores share one support inbox.

EvryJewels resolves 89% of 150,000+ tickets, Petlibro hits 79% and eliminated three planned agent hires, and Tediber has AI coverage on 64% of its queries while cutting first response time from 72 hours to under one hour. Every published number traces back to a named brand with a public case study, not internal benchmarks or “up to” claims.

No. Yuma’s AI support agents integrate natively with Gorgias, Zendesk, Kustomer, and Salesforce Service Cloud, plugging into your existing workflows, macros, and routing rules without forcing a migration or a team retrain.

Performance-based pricing means you only pay for tickets the AI fully resolves, so the commercial model is aligned with your outcomes from day one. If Yuma does not deliver measurable ROI in your first contracted period, Yuma makes it right. Most brands hit meaningful automation within their first 90 days.

SOC 2 Type II certified (audited by Johanson Group LLP), GDPR and CCPA compliant, and certified under the EU-U.S. Data Privacy Framework. Yuma processes customer data as a processor under a Data Processing Agreement and never sells or shares it. Data is encrypted in transit and at rest, and access is protected by role-based access control and MFA.

Multi-model failover across OpenAI, Anthropic, and Google means a single provider outage cannot take your support offline. Every Handbook change is versioned and nothing goes live until someone on your team publishes it. Hard Limits cap refunds and coupon values, and every AI reply and action is logged and auditable.

Four things. Every playbook carries its own tests, replayed as simulated conversations before any change goes live. It’s the part we haven’t seen anywhere else. Verified automation rates with named customers, not “up to” claims with no proof. 15 to 20 quality control checks per reply across multiple models. And native integrations with the helpdesk you already use, so Yuma works on top of your existing stack.

A chatbot follows a script and responds to keywords. Yuma reads the whole conversation, checks your Handbook, pulls live data from your store and helpdesk, takes actions like issuing refunds or updating subscriptions, and replies in your brand voice. Chatbots cap out near 20% of ticket volume. EvryJewels automates 89% of its tickets with Yuma.

Yes. For a return, Yuma follows your Returns playbook: it checks eligibility, picks the return type, creates a label through your returns provider, sends instructions, follows up to confirm shipment and processes the refund. For WISMO, it pulls live carrier data, reads shipment exceptions and gives the customer a real tracking update.

Over 100 ready-to-use actions are available out of the box, and Web Actions let Yuma finish the job in tools that have no API.

Yuma doesn’t improvise. It hands the conversation to a person on your team and logs the gap as an open question in your Handbook. You answer it once, and from then on Yuma handles that situation itself.

Yes. Yuma Voice answers your support line 24/7 and takes real actions in your backend systems while the caller is on the line: address fixes, cancellations, refunds and subscription changes. Every change is confirmed out loud first. It reads from the same Handbook as email and chat, and it never collects card or payment details on a call.

Yes. Ask Yuma works in the Yuma dashboard and, through MCP, in Claude and ChatGPT. Ask questions, investigate a ticket, change a policy or add a test from the tool you already have open. Changes still arrive as drafts for you to review and publish.

They retire, and the Yuma team runs the migration for you. Ask Yuma rewrites your existing setup as Handbook pages, and where two old rules conflict, the conflict becomes a task for you to settle. Your Flows, custom actions and helpdesk macros keep working, and Handbook pages call them where they apply. Read the Yuma 2.0 launch post.