Yuma AI releases Deep Search: a new way to talk to your tickets and uncover your Customer Voice

‍Boston, November 25, 2026: Yuma AI today announced the release of Deep Search, a new capability inside the Support AI Platform that allows e-commerce brands to ask questions in plain language and receive clear, sourced answers grounded in their support ticket history.

Built to be fast, concrete, and simple to explore, Deep Search transforms the support inbox into an always-on Customer Voice engine. Instead of static dashboards, teams can now converse with their data and surface real customer insights in minutes.

What it does

Deep Search turns support history into a live Customer Voice layer teams can explore, monitor, and automate:

• Scans the merchant’s support ticket cloud in seconds
• Identifies themes like product defects, shipping issues, sizing confusion, checkout friction, or subscription churn
• Surfaces patterns that teams usually miss until it’s too late
• Returns concise analysis with real ticket snippets you can click into
• Supports follow-up questions with full conversational context
• Generates reports on demand and emails them on a schedule
• Helps CX, product, ops, and growth teams move from reactive to proactive

Why we built it

Since 2023, Yuma has handled millions of customer tickets for leading e-commerce brands. Along the way, CX leaders kept asking questions that traditional dashboards struggled to answer:

• Which products are generating defects or breakage complaints this week?
• What is driving checkout abandonment and what are customers saying about it?
• Are refund requests spiking for a specific SKU or variant?
• What new issues are trending that we didn’t even know about?

Dashboards only show the metrics teams already track, but the real Customer Voice lives in the tickets themselves. Deep Search was built to explore that voice conversationally, without days of manual reading, filtering, or exports.

Why it matters

Every answer comes with supporting evidence: grouped themes, summaries, and real ticket excerpts. Teams can open underlying conversations to verify or dig deeper into logs.

With Deep Search, brands can:

• Spot product defects and breakage before they create churn
• Identify friction that slows or blocks purchases
• Surface refund and return patterns across SKUs and variants
• Detect new or trending issues early and respond fast
• Ship improvements backed by real customer data
• Turn support into a compounding ROI engine

If a question is useful, it can be saved as an Insight and delivered to the inbox on a recurring basis.

“Deep Search brings the Customer Voice to the surface,” said Guillaume Luccisano, CEO and Founder of Yuma AI. “After automating support, merchants wanted to understand what those conversations revealed. Now they can talk to their tickets, uncover insights that wasn’t ever possible before”

Setup and performance

If you’re already using Support AI by Yuma you can start using Deep Search.

When a user asks a question, Deep Search samples recent tickets inside the merchant’s “ticket cloud,” analyzes conversations, and returns evidence-backed insights. No tagging, configuration, or setup is required.

In summary, with Deep Search, e-commerce brands can:

• Ask natural-language questions over support ticket history and get structured answers in minutes
• See the main themes, plus real ticket snippets you can dig into
• Turn their best questions into saved insights and recurring weekly email digests
• Use support as a source of insight for CX, product, operations, and growth, turning support into a compounding ROI engine

About Yuma AI

Founded in 2023, Yuma AI builds advanced agentic automation for e-commerce. Its flagship product, Support AI, helps hundreds of merchants globally automate customer interactions across every channel and now uncover Customer Voice insights from their support history. Integrated with leading e-commerce platforms Shopify, Zendesk, Gorgias, Salesforce, and more, Yuma enables merchants to resolve tickets autonomously, understand customer sentiment, and improve satisfaction, revenue, and profitability.

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