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Yuma AI vs Decagon

The Best Decagon Alternative

Decagon is an AI agent platform for customer service across chat, email and voice, configured with Agent Operating Procedures and used across many industries. Yuma is built for ecommerce: up to 89% automation inside your existing helpdesk, and you pay only for tickets that are fully resolved.

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  • Pay only for resolved tickets
  • Works inside your helpdesk
  • 30-day free trial

Brands that chose Yuma

At a glance

Yuma AI vs Decagon at a glance

The differences that decide most evaluations.

See full details
MetricYuma AIDecagon
Automation rateYuma AIUp to 89% (EvryJewels)DecagonUp to 90%+ (vendor case study)7
Pricing modelYuma AIPay only for fully resolved ticketsDecagonPer conversation or resolution, not published3
Helpdesk lock-inYuma AIWorks inside your helpdeskDecagonSyncs with Zendesk, Salesforce, Intercom4
Time to go liveYuma AIWithin a weekDecagonWeeks (vendor claim)2
ChannelsYuma AIEmail, chat, WhatsApp, social, voice, reviewsDecagonChat, email, SMS, WhatsApp, voice2
Ecommerce actionsYuma AIRefunds, returns, order edits, subscriptionsDecagonTracking, returns, subscription updates7
LanguagesYuma AIAny languageDecagon70+ languages (vendor claim)2
SecurityYuma AISOC 2 Type II + public Trust CenterDecagonSOC 2 Type II + Trust Center2

Competitor details come from Decagon's public materials as of October 2026. Sources are listed at the bottom of the page.

Why teams switch

Why ecommerce brands choose Yuma over Decagon

What changes when the AI resolves the ticket, not just the first reply.

  1. 01AUTOMATION

    Deeper ecommerce actions protect margin

    Yuma auto-issues refunds, creates return labels, swaps sizes and answers product review threads without a human touch. EvryJewels automates up to 89% of its tickets end to end, Petlibro 79% and Javvy 70%, all in public case studies.

    • EvryJewels automation: 89%
    • Petlibro automation: 79%
    • Javvy automation: 70%
  2. 02FREEDOM

    Your helpdesk stays, Yuma works inside it

    Yuma installs inside Gorgias, Zendesk, Kustomer, Salesforce, Re:amaze, Gladly and more, so your macros, views and routing stay as they are. Decagon's integrations page lists Zendesk, Salesforce and Intercom; Gorgias and Shopify are not on it.

    • Works inside Gorgias, Zendesk and Kustomer
    • Works inside Salesforce, Re:amaze and Gladly
    • Shopify, WooCommerce and Magento
    • No helpdesk migration
  3. 03PRICING

    Pay only for tickets Yuma fully resolves

    Yuma charges only for fully resolved tickets. The price per resolution depends on your volume, and the median across customers is $0.74, with no platform fee and no per-agent cost. A 100% ROI guarantee backs it. Decagon offers per-conversation or per-resolution pricing and publishes no rates.

    • Median per resolved ticket: $0.74
    • ROI guarantee: 100%
    • ROI in 3 months, Clove: 3x
  4. 04CHANNELS

    Serve shoppers anywhere: chat, social, reviews

    Yuma unifies email, live chat, WhatsApp, Instagram, Facebook, voice and product review threads in any language. Decagon covers chat, email, SMS, WhatsApp and voice. Yuma adds Instagram and Facebook through Social AI, and product review responses on Trustpilot and Yotpo.

    • Email and live chat
    • WhatsApp, Instagram and Facebook
    • Voice AI agent
    • Any language
  5. 05SECURITY

    Enterprise-grade security, minimal data footprint

    Yuma is SOC 2 Type II certified with a live public Trust Center, and Safety Guard checks every reply before it goes out. The agent works through your helpdesk's existing API, so order and payment data stay where they are. Decagon also lists SOC 2 Type II and runs a Trust Center.

    • SOC 2 Type II
    • Public Trust Center
    • Safety Guard on every reply
    • Sandbox testing before go-live
  6. 06ECOMMERCE

    Ecommerce actions, not general AI ops

    Yuma is built for ecommerce: every ticket is read against the order, shipment or subscription behind it, with ready actions in Shopify, WooCommerce, Magento, Recharge, Skio and Loop. Decagon is a general platform configured with Agent Operating Procedures for each business.

    • Refunds, returns and exchanges
    • Order edits and cancellations
    • Subscriptions in Recharge and Skio
    • Returns in Loop

Proof

Results on real tickets, not industry averages

See all customer stories

Full comparison

Yuma AI vs Decagon: full comparison

AI automation & performance

FeatureYuma AIDecagon
Verified automation rateYuma AIUp to 89% (EvryJewels)DecagonUp to 90%+ (vendor case study)7
End-to-end ticket resolutionYuma AITakes the action and closes the ticketDecagonCompletes workflows in backend systems7
WISMO end to endYuma AIReads tracking and resolvesDecagonOrder tracking listed7
Returns and exchangesYuma AIProcessed end to endDecagonReturns and exchanges listed7
Subscription managementYuma AIRecharge, Skio and moreDecagonSubscription updates listed7
Safety Guard / hallucination preventionYuma AIChecks on every replyDecagonSupervisor model checks for hallucinations5
Sandbox testing before go-liveYuma AITest on real tickets firstDecagonSimulations and A/B testing2

Helpdesk & platform flexibility

FeatureYuma AIDecagon
Works inside your existing helpdeskYuma AIYes, no switch neededDecagonSyncs with Zendesk, Salesforce, Intercom4
Requires migrationYuma AINeverDecagonNot public
Helpdesks supportedYuma AIGorgias, Zendesk, Kustomer, Salesforce, Re:amaze, GladlyDecagonZendesk, Salesforce, Intercom4
Non-Shopify platformsYuma AIWooCommerce, Magento and moreDecagonNot tied to Shopify4

Pricing & ROI

FeatureYuma AIDecagon
Pay only for fully resolved ticketsYuma AI$0.74 median per resolved ticket*DecagonPer conversation or per resolution3
100% ROI guaranteeYuma AIIncludedDecagonNot public
Published pricingYuma AIPer resolution, no platform feeDecagonNo rates published3
Free trial on real ticketsYuma AI30-day free pilotDecagonNot public
Time to go liveYuma AIWithin a weekDecagonWeeks (vendor claim)2

* Price per resolution depends on monthly volume.

Channels & coverage

FeatureYuma AIDecagon
EmailYuma AIYesDecagonYes1
Live chatYuma AIChat AIDecagonYes1
Instagram and FacebookYuma AISocial AIDecagonNot public
WhatsAppYuma AIYesDecagonYes2
SMSYuma AIYesDecagonYes2
VoiceYuma AIVoice AI agentDecagonVoice AI agents1
MultilingualYuma AIAny languageDecagon70+ languages (vendor claim)2
AI sales conversionYuma AISales AIDecagonRetail shopping journeys (vendor claim)1

Security & compliance

FeatureYuma AIDecagon
SOC 2 Type IIYuma AICertifiedDecagonSOC 2 Type II2
Public Trust CenterYuma AILiveDecagontrust.decagon.ai6

Sources

  1. Decagon homepage, checked 2026-10-12
  2. Decagon vs Sierra page (Decagon's own product claims), checked 2026-10-12
  3. Decagon: Pricing AI agents, checked 2026-10-12
  4. Decagon integrations page, checked 2026-10-12
  5. Decagon security page, checked 2026-10-12
  6. Decagon Trust Center, checked 2026-10-12
  7. Decagon blog: The ecommerce customer service playbook, checked 2026-10-12
  8. Decagon: AOP templates, checked 2026-10-12
  9. ElevenLabs blog: Decagon (partner announcement, third party), checked 2026-10-12

Customers

Why ecommerce leaders switched to Yuma

  • Before Yuma, we were drowning in a sea of over 10,000 tickets, and our first response time was a staggering 1 week. Other AI solutions we tried were unreliable, hallucinating, and didn't align with our guidelines.
    Alejandro ReyesAlejandro ReyesCustomer Service Director, EvryJewels
    • 89%Automation
    • 63%Lower cost
    Read case study
  • We barely had to think about the technical side. Yuma just worked, right out of the box. That was a huge relief, so we could focus on customer experience rather than implementation.
    Amy KempAmy KempDirector of Omnichannel Customer Experience, Glossier
    • 87%Faster response
    • 16hSaved per ticket
    Read case study
  • We were blown away by Yuma’s product in contrast to our previous provider and we were promised a 1 or 2 days turn around for support. I was so amazed by the product and the team’s support that all my worries disappeared.
    Gabe WalkerGabe WalkerCustomer Service Manager, Clove
    • 70%Automation
    • 3xROI in 3 months
    Read case study

Demo

See how brands go from setup to automation

A return request, from the customer's email to the label in their inbox, inside your helpdesk.

Products

One agent platform, every channel

  • Support AI

    AI customer service agents that resolve WISMO, returns, exchanges, refunds and order changes end to end. Only the conversations that need human judgment are escalated, with full context.

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  • Sales AI

    An AI shopping assistant for Shopify storefronts that answers product questions, recommends items and recovers abandoned carts.

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  • Social AI

    Automated replies to comments, DMs and mentions across Instagram, Facebook, TikTok and more, 24/7.

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  • Chat AI

    An AI-native live chat widget that installs in minutes on any storefront and resolves product, shipping and policy questions instantly.

    Learn more

  • Voice AI

    An AI voice agent that answers the support line 24/7 and takes real backend actions mid-call, with the same agent and guardrails as email and chat.

    Learn more

FAQ

Frequently asked questions

Why do ecommerce brands switch from Decagon to Yuma AI?

Yuma is built for ecommerce. It works inside the helpdesk you already use, connects to Shopify, WooCommerce, Magento, Recharge, Skio and Loop out of the box, and you pay only for tickets it fully resolves. Brands like EvryJewels automate up to 89% of tickets, and most teams are live within a week.

Is Yuma a replacement for my helpdesk?

No. It works with the one you already use: Gorgias, Zendesk, Kustomer, and more.

How does Decagon's pricing compare to Yuma?

Decagon offers per-conversation or per-resolution pricing and does not publish rates; it says most customers choose per conversation. Yuma charges only for fully resolved tickets. The price per resolution depends on your volume, and the median across customers is $0.74. There's no platform fee and no per-agent cost, and a 100% ROI guarantee backs it.

How long does it take to go live with Yuma?

Most brands are live within a week. Yuma installs inside your existing helpdesk and you can test it in a sandbox before it answers a single customer. The 30-day free pilot runs on your real tickets.

What if we're not on Shopify?

Yuma works wherever your helpdesk exposes order data: BigCommerce, Magento, WooCommerce, custom back-ends.

How do agents override AI replies?

Agents can edit or send drafts straight from the helpdesk; Yuma learns from corrections.

What is Yuma's Safety Guard, and does Decagon have an equivalent?

Safety Guard is Yuma's built-in hallucination prevention. It checks every reply for accuracy, policy compliance and confidence, and routes the ticket to a human with full context when something is off. Decagon describes a built-in supervisor model that detects hallucinations before responses are sent.

Can I switch from Decagon to Yuma without changing my helpdesk?

Yes. Yuma installs inside Gorgias, Zendesk, Kustomer, Salesforce, Re:amaze, Gladly and more. Your ticket history, macros and routing stay where they are, and Yuma reads and writes through your helpdesk's API.

More comparisons

More comparisons

All comparisons

Final step

Ready to automate your customer service?

Join hundreds of e-commerce brands using Yuma AI to deliver faster, better support at a fraction of the cost.

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