Built for ecommerce support inside Zendesk
A customer asks to change the shipping address on an order that has not shipped yet. The ticket lands in Zendesk, gets tagged, gets routed, and then waits for someone to open Shopify and make the change.
Yuma installs into Zendesk and makes that change itself before closing the ticket. Our Zendesk AI vs Yuma AI breakdown covers how that compares to Zendesk's own AI add-on, while the Yuma AI vs Zendesk AI comparison and the ROI calculator for Zendesk AI show what it means for resolution rate and cost.
True automation with external actions
Auto-Pilot agents follow the processes your team already uses and complete the work a ticket asks for. Each one is an AI support agent scoped to a single job, acting across Zendesk, Shopify, Recharge, Yotpo, ShipStation, and ShipBob, so a request that touches three systems still closes in one pass.
| Request type | What Auto-Pilot does | What the agent sees |
|---|---|---|
| Order changes | Look up, edit, cancel, refund, or reship | Ticket closed and the order updated in Shopify |
| Subscriptions | Pause, skip, swap, or cancel | Handled in Recharge without a tab switch |
| Account issues | Check status, resend activation, update details | Resolved in the same thread |
| Troubleshooting | Walk the customer through your documented steps | Escalated only when those steps run out |
Controls and security
Yuma is SOC 2 Type II certified. Beyond that, the controls sit with your team. You can:
- Set daily caps on refunds and cancellations
- Define the refund amount above which a ticket escalates automatically
- Run Auto-Pilot in draft mode so an agent approves before anything sends
Start at a low rollout percentage before scaling. Block destructive actions in test mode.
Whether any of it is working is a question of key metrics for CX AI success, which the dashboard reports against directly. Teams evaluating AI customer service software can watch automation rate and resolution volume before trusting it with live traffic, and because some early misses trace back to setup rather than the model, the common AI customer service implementation mistakes are worth reading before launch.
Native features
Auto-Pilot agents. Auto-Pilots take actions across platforms including Zendesk, Shopify, Gorgias, Recharge, Yotpo, ShipStation, and ShipBob, and can carry a ticket through to closure without an agent touching it.
Data flow. Yuma fetches live product, inventory, customer, and order data, so replies reflect what your store looks like right now.
Integrations. Built for ecommerce stacks, integrating with Recharge, Loop Returns, ShipStation, and many more. Wiring Yuma into what you already run is the same AI integration for customer experience work you would do for any new layer in the stack, minus the engineering time.
Brand voice. Drafts match your style, so on-brand responses come back sounding true to you.
Yuma learns fast. Yuma improves over time through machine learning, and our US-based engineering team ships improvements every week.
AI summarization. Summarize a long ticket conversation in a single step, so customers get interruption-free CX even when several agents rotate through one ticket.
AI widget. The widget embeds directly into your Zendesk interface on install, letting human agents co-pilot with AI while they work a ticket.
Advanced enterprise features
Live support from Yuma. A dedicated Slack channel with our team, who stay involved past onboarding.
Multilingual AI. Auto-translate messages and generate drafts in different languages, so your agents stay ready even when a ticket comes in Spanish or French. It builds on the same customer service automation that powers your everyday queues.
Multiple brands and stores. Yuma natively handles multiple brands and stores inside one platform.
Custom workflows. For high ticket volume, we help build workflows that automate your CX stack using AI-powered rules and smart templates.
Custom intents. Write custom intents in plain English to automate actions, tagging, and triage around the edge cases specific to your business.
