Put Ecommerce
Customer Support on Autopilot
AI that monitors, classifies, and acts on every Facebook and Instagram comment; automating your ecommerce customer support so your team stops manually scrolling through hundreds of interactions.
Automate Your Social Media Customer Support with AI that Understands Context and Intent.
Respond to every comment without adding headcount
Handle ecommerce customer service requests on social channels
Classify every comment by intent and sentiment in real time
Maintain your brand voice with configurable AI persona
Free up your team from repetitive social media customer support
Track sentiment and engagement trends with real analytics
Stop leaving social media customer support unanswered. Start automating.
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Why e-commerce leaders love their Yuma experience
“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.”
“We chose Yuma AI, because of their overall multichannel accuracy. We tried help desk AI features and other AI products for our customer service but none of them made a difference. Later, we found Yuma to be the most effective option we tried. Yuma helps our customers on Trust Pilot and gets great feedback for super customer service. I think that’s great!”
“It’s refreshing to have a partner that’s just really trying to make our experience with the product as successful as possible.”
Learn how Yuma drives revenue, satisfaction & savings for top brands
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Tools to automate your social media customer moderation
Connect your Facebook and Instagram pages, define your automation rules, and let the AI handle execution.
Auto Reply
Define what happens for each type of social interaction. A positive comment gets a thank-you reply. A customer support request gets a helpful answer. Each rule is scoped by platform, interaction type, sentiment, and intent; so every customer service response matches the context.
Spam Shield
Spam, phishing links, and bot comments get flagged or hidden automatically. Spam Shield keeps your feed focused on real ecommerce customer support interactions; so your team isn't wasting time on manual cleanup.
Positive Reviews
Automatically thank customers who leave positive comments on your posts; reinforcing loyalty and encouraging future engagement.
Positive Engagement
When Social AI detects a positive comment, it can automatically reply with an on-brand thank-you that reinforces the positive interaction. This automated customer service helps amplify your brand reputation publicly.
Negative Content Management
Negative or misleading comments get flagged immediately; reducing negative exposure and protecting your brand reputation. Define rules for what gets hidden, escalated, or reviewed, so your ecommerce support team handles sensitive content on your terms.
Auto Hide
For comments that aren’t outright spam but still detract-duplicate promos, vague negativity, or spoilers-Smart Hide tucks them out of public view while logging them for later review. Genuine users see a tidy thread; you stay informed and in control without needless confrontation.
Move to DM
When a comment requires a private conversation - like order details or account issues; Social AI posts a brief public reply inviting the user to DM, then moves the customer support conversation to a private channel.
Agent Persona
Set the persona description, pick a tone (e.g., empathetic), adjust verbosity (e.g., balanced), and add custom guidelines. The result is replies that match your brand's voice consistently.
Guidelines
Embed brand tone, legal phrases, and do‑not‑say lists directly into the AI’s reasoning. Guidelines ensure all responses stay on‑message and compliant, even as policies change, so your voice never slips, no matter how busy things get.
Engagement View
Every social interaction lands in one omnichannel feed, including ones the AI didn't act on. See the comment, the intent classification, the action taken, and the sentiment label. Click into any interaction and get the full conversation: the original post, the customer's comment, their profile, and the automated customer service actions.
Safety Guard
Every AI-generated reply goes through multiple quality checks before posting that catches hallucinations, policy violations, or tone drift. Your social media customer support responses stay accurate, compliant, and on-brand without manual review of every comment.
Hard Limits
Set hard guardrails like blocked topics, restricted actions, or escalation triggers for sensitive situations. You stay in control of what the AI can and can't do, even at full automation.
Social Insights
Turn raw social chatter into strategy. Insight Guide mines comments, DMs, and sentiment trends, then surfaces clear, data-driven recommendations (whether AI product recommendations, FAQ updates, or campaign ideas), so you can continuously refine ecommerce customer service operations with the unbiased voice of your audience.
Automation Health
Monitor automation rate, confidence scores, and error rates as automations roll out. Auto Health flags dips early, so you can retrain models, tweak triggers, or tighten limits before customers ever notice a dip in customer service response time or quality.
Social Metrics
One dashboard, all the numbers that matter: response speed, engagement lift, sentiment balance, and revenue from AI-assisted threads. Social Metrics tracks performance over time, highlights wins, and flags drop-offs.
One-Click Setup
Go live in minutes with a lightweight snippet, no complex configs. One-Click Setup auto-connects to your social accounts, pulls brand rules, and automating customer service instantly. Fine-tune later with advanced options or custom prompts when you’re ready to deepen personalization.
Emoji Manager
Decide if, when, and how emojis appear in replies. Emoji Tuner aligns visual tone with brand guidelines whether you love️ a playful vibe or prefer text only professionalism, ensuring every response feels consistent across cultures, products, and audience segments.
Popularity Targeting
Advanced targeting lets you factor in user popularity to sensitively handle high-value users. So that Influencers and power customers get the sensitivity they deserve.
Gradual Rollout
Start with a small percentage of interactions handled by AI, review everything, and increase coverage once you're confident. Gradual Rollout lets you prove value before going to full customer service automation; the same approach Yuma uses across all ecommerce AI tools.