Yuma AI Launches Voice Agent That Completes Support Actions During Live Phone Calls

Yuma Voice AI puts the same Yuma that already handles your email and chat behind your phone number.

It doesn't take a message. It finds the caller's order and makes the change in your backend systems while they're still on the line.

Address corrections, cancellations, item removals, refunds, subscription changes. Confirmed out loud first, recorded and transcribed after.

Here's what happens on a call, how you stay in control of the handoffs, and how to hear it for yourself.

Your customers still call

Phone is the channel most support teams quietly dread.

It doesn't queue politely like email. It can't wait until Monday. And it spikes exactly when you're least able to staff it: at 11pm, on Sundays, on Black Friday, all at once.

So calls go to voicemail. Or to a queue with hold music. Or to a phone menu that ends in "please email us instead."

But the customer who picks up the phone is usually the one with the most urgent problem. That's the worst possible person to keep waiting.

"Most voice agents can talk. Very few can actually do anything. If a customer calls, explains a problem, and the outcome is an email arriving three hours later, you've built a slower contact form. The hard part isn't the conversation. It's letting an AI make a real change to a real order and getting that right every time."

Guillaume Luccisano, Founder and CEO of Yuma AI

One agent, now on the phone too

Yuma Voice AI isn't a separate product with its own setup, its own rules and its own thing to maintain.

It's the same Yuma, reading the same Handbook and respecting the same guardrails you already configured. Your brand voice carries over. Voice conversations land in the same metrics, ticket views and dashboards.

Nothing to rebuild, and no second configuration to keep in sync. If Yuma handles a request over email today, it can handle it over the phone.

What actually happens on a call

Yuma answers. Your phone number, your greeting, your brand. No hold time, no queue, no "press 1 for orders."

It finds the customer. Yuma identifies the caller and pulls their order and account history from the systems you already run.

It takes the action. Yuma updates the address, removes the item, cancels the order or processes the refund, directly in your backend, while the customer waits on the line. Nobody has to action it later.

It confirms, then closes the loop. Yuma reads back what it changed, checks it with the customer, and logs the whole call with a recording and a full transcript.

In one recorded call, a customer rang about two orders: the shipping address needed fixing on one, and an item needed removing from the other. Yuma pulled up both orders, confirmed the details, made both changes and processed the refund. Under a minute, no human involved.

A real number, not just a widget

Yuma provisions US and UK numbers directly, or connects to the telephony account you already have, including setups already in production. If you're in the EU, bring your own local number and Yuma routes it, since local numbers there require a company registered in that country.

Already have a phone setup you like? Yuma plugs into it rather than replacing it.

You can also add a call button to any page of your store. Customers talk to the same agent straight from the browser. No number to dial, no app to install, just microphone access.

Whatever language they call in

Yuma handles calls in multiple languages out of the box, and it follows if a caller switches partway through.

One number, one agent, every market you sell in. No separate setup per country.

You decide when a human takes over

The goal is full automation: Yuma resolves the call end to end, the same way it does on email. For the edge cases that fall outside your policies, what matters is what happens when a person should take over.

So you get three handoff paths, configurable per playbook:

• Transfer the call: Route the customer straight through to your team, with context. Good for VIPs, high-value orders, or anything you'd rather a person own.
• Collect an email and follow up: Yuma takes the address, tells the customer when to expect a reply, and opens a ticket with the recording and transcript attached.
• Hand off cleanly: When Yuma genuinely can't help, it says so and points the customer to the right channel. No pretending, no loops, no dead air.

"Aiming for one hundred percent automation on a phone line is the wrong goal. What matters is the moment a person should take over. We built the handoff paths before we built anything clever, because that's the part merchants actually worry about."

Guillaume Luccisano, Founder and CEO of Yuma AI

Plenty of teams will run Yuma on nights and weekends, with humans on the phone during business hours. That's a configuration change, not a different product.

Every call on the record

Every conversation is recorded and transcribed, with a player built into Yuma. Escalated calls arrive in your helpdesk with the audio and transcript attached, so whoever picks it up already knows what happened.

Roll out gradually, the same way you did on email. Send a small share of calls to Yuma first, listen to what it actually says, and turn it up when you're comfortable.

Hosting is available in the EU or the US. And Yuma never collects card numbers or payment details on a call.

Hear it before you believe it

The best way to judge a voice agent is to call it.

Our demo store is a fictional coffee subscription brand. Place a live call from your browser, ask for a refund, change an order, switch languages halfway through. It's a real call, the actions are real, and no phone number is needed.

Try to break it. If you manage to, tell us how.

Getting Yuma Voice AI set up

Yuma Voice AI is available now to all new and existing Yuma merchants.

Already with Yuma? Tell your account manager you'd like Voice switched on. It reads from the same Handbook and uses the helpdesk connection you've already set up.

Not with Yuma yet? Book a demo and we'll show you a live call end to end.

Book a Demo | Try a live call