Yuma launches Social AI to help ecommerce companies put social media on auto-pilot

Boston, January 25, 2026: Yuma AI announced the launch of Social AI, a standalone product that lets ecommerce brands put their Facebook, Instagram (and soon Tiktok) on autopilot with configurable brand voice.

Social AI connects to your Facebook, Instagram, (and soon TikTok) pages, ingests every comment in real time, classifies each one by intent and sentiment, and acts based on automation rules you define. In early testing, Social AI safely automates up to 60% of repetitive social media moderation.

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Why social is still unmanaged for most brands

Since 2023, Yuma has automated millions of customer interactions for leading e-commerce brands. Support tickets, chat, and product-page Q&A all have dedicated tools. But social media has remained a blind spot for most brands. We kept hearing the same thing from customer support and social teams at high-growth brands:

• "A negative comment sits on a post for days and nobody can catch it."
• "Someone asked a product question under our Instagram ad. By the time we saw it, they'd already bought from a competitor."
• "A frustrated customer tagged us publicly. It snowballed into 40+ replies before anyone on our team even noticed."
• "A customer leaves a glowing comment and we don't even say thank you."
• "We have 1 person manually scrolling through hundreds of comments."

Brands will often invest heavily in content for Facebook and Instagram and then once those channels start growing they’ll start seeing the growing challenge of engaging on social media. At one point, it’s all becomes too much - negative comments go unaddressed, product questions get no reply, positive feedback gets ignored. The teams that do manage comments typically rely on one person manually scrolling through each post, an approach that just doesn't scale.

That’s why we built Social AI, to turn social media into a managed, auto-moderated channel.

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What it does

• Works across both paid and organic posts. Negative comments on your ads are conversion killers, and Social AI catches them before they cost you.
• Built-in automation templates for common scenarios (reply, like, hide, flag, or skip), with the ability to create fully custom rules.
• Configurable agent persona to set the tone, verbosity, and brand guidelines so replies sound like your team wrote them.
• Advanced targeting based on the commenter's follower count, so high-profile users get the extra sensitivity that’s required.
• Crisis prevention to automatically detect and escalate comments that could spiral into bigger brand issues before they do.
• 24/7 coverage because 50% of comments are posted outside business hours and on weekends. Social AI is always on so your brand is never unprotected.
• Safety first so that every automation rule is scoped by platform, intent, sentiment, and user popularity.
• Real-time dashboard with engagements, automation coverage, sentiment distribution, negative exposure rate, and unanswered rate across all platforms.

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In summary, Social AI accomplishes the following for your social media:

• Every social comment gets classified by intent and sentiment automatically.
• You define automation rules for each scenario: reply, flag, like, hide, delete or skip.
• The AI responds in your brand's voice with a fully configurable agent persona.
• Full analytics dashboard tracks engagements, sentiment, automation coverage, and negative exposure.

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"Social comments are one of the last unmanaged channels in e-commerce CX. Brands put real effort into their social content but have no system for handling the conversations that follow. Social AI changes that," said Guillaume Luccisano, CEO and Founder of Yuma AI.

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