Yuma AI Launches ‘Guidelines’ to Improve Accuracy of Automated Customer Support

San Francisco, September 23rd – Yuma, a leader in AI-driven customer support automation for e-commerce, announced the launch of Guidelines, a new feature designed to enhance the accuracy of Artificial Intelligence and Large Language Models (LLMs) in handling automated support tickets.

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Automating Customer Support with AI

In the past 18 months, Yuma has developed an innovative platform that enables online merchants to automate customer support using AI-powered agents. Since its inception, Yuma’s AI agents have been used by over 100 merchants to improve the accuracy, relevance, and cost-efficiency of over 700,000 tickets.

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Introducing Guidelines

However, despite the rapid progress of AI and LLM models, it’s critical to set boundaries that ensure AI Agents adhere to each merchant’s policies and prevent instances of AI “hallucination.”

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To address this need, Yuma introduced Guidelines, a feature that allows merchants to establish customizable rules for AI behavior in any situation—whether related to tone, semantics, or technical specifications. For example:

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- When comparing products, the AI must always use factual attributes of each product.
- Products should be referred to as “experiences” in all customer interactions.
- When customers inquire about product pricing, always include information about applicable customs fees.

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Leading the industry in Support-Automation-Rate

Yuma has recently set a new industry benchmark, with power users automating over 50% of their support tickets. The introduction of Guidelines is expected to push these automation rates even higher, supporting Yuma’s mission to fully automate 100% of customer support for e-commerce merchants in the near future.

Guillaume Luccisano, Founder and CEO of Yuma, commented:

“The release of Guidelines marks a significant step in our journey. It’s just the beginning—we have several cutting-edge features set to launch soon, all aimed at creating a future where businesses no longer have to worry about customer service.”

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Improved features at no additional cost

In the spirit of Yuma’s recent new performance-based pricing announcements, Guidelines are made available at no additional cost to all Yuma users.

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About Yuma AI

Yuma.ai is a trailblazer in customer support automation, providing e-commerce merchants with state-of-the-art AI solutions that integrate seamlessly with top help desks like Zendesk, Gorgias, and Kustomer. By automating more than 50% of support tickets for leading merchants, Yuma reduces response times, ensures consistent service quality, and improves customer satisfaction, all while drastically reducing operational costs for businesses.

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