Automate
boost CSAT, and save money
Turn your CX into a growth engine by resolving requests, delighting customers, and staying perfectly on-brand.
Support AI eliminates pains in Customer Support, increases customer satisfaction, and reduces operating costs
Accelerate customer support resolution times
Scale support effortlessly without growing headcount
Consistent, on-brand replies across all channels
Free up human agents for high-impact conversations
24/7 multilingual support that doesn’t sleep
Actionable support insights at your fingertips
Intelligent features built for result-driven support teams
Explore purpose-built AI agents that accelerate resolution, personalize responses, and empower your team.
AI Agents
Yuma’s AI Agents manage everyday tickets from start to finish: retrieving order data, verifying policies, and responding in your brand voice. If a request falls outside their expertise, they escalate it to the appropriate human agent, so customers receive accurate answers without delays.
Auto-Pilots
Deploy specialized Auto‑Pilots that follow strict SOPs for refunds, returns, or VIP care. Triggered by keywords or ticket tags, they execute multi‑step workflows exactly as you designed, then loop back to Core AI Agents or humans when the process completes.
Conversations Panel
View every thread in one place, filter by intent, channel, SLA, or agent, and jump straight to key moments with AI‑generated highlights. Conversation Hub keeps your entire team aligned and speeds up coaching, QA, and analytics reviews.
Gradual Rollout
Turn new automations on slowly, by channel, region, device, or traffic slice. Measure impact, tweak flows, and expand only when metrics look strong. This phased approach minimizes risk, builds trust with your team, and demonstrates value before scaling to 100 percent.
Process Builder
Craft complex flows with drag‑and‑drop ease. Choose from an extensive action library: send parcel updates, write CRM notes, trigger refunds, then add conditions, delays, or parallel branches. Launch in minutes and refine at any time as policies evolve.
Custom Actions
When the built‑ins aren’t enough, create your own steps that pull data from Sheets, push updates to your ERP, or hit any webhook. Over 75 starter actions plus limitless DIY entries mean Yuma molds to your unique tech stack and business rules.
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.
VIP Care
Enjoy dedicated, white-glove service from Yuma’s Success team through a private Slack channel or immediate call support. Whenever questions arise or you need custom solutions, our experts jump in, ensuring your Support AI operations run smoothly and effectively.
Safety Guard
Each drafted reply undergoes multiple checks for accuracy, policy, and safety. Any suspicious content is paused for human review, protecting you from potential issues such as hallucinations, data leaks, or compliance missteps, while maintaining the automation's full speed.
AI Disclosure
Choose when and how prominently to let customers know they’re chatting with AI. Toggle disclosure badges per channel, A/B test customer trust impact, or auto‑switch to human sign‑offs for sensitive topics. Transparency is configurable, but effortless.
Hard Limits
Define inviolable ceilings on refunds, coupon values, or loyalty points. The AI enforces these caps in real time, preventing budget surprises or fraudulent exploitation while still granting agents flexibility within safe boundaries.
Fraud Shield
Spot risky orders with address mismatches, rapid‑fire card attempts, or suspicious IPs. Fraud Shield flags tickets, requests ID when necessary, and escalates to your fraud team, reducing chargebacks and providing honest customers with a smoother path.
Source Manager
Connect help‑center articles, policy docs, and external wikis. Source Manager keeps citations fresh and ranks content by relevance, ensuring every AI answer links back to authoritative information you trust.
Fact Snippets
Store bite-size, immutable truths, such as warranty periods, sizing charts, or ingredient lists. Fact Snippets are inserted verbatim into replies, guaranteeing legal or scientific accuracy whenever those details are requested.
Q&As
Maintain a curated question‑and‑answer vault for top products and services. Quick Q&As load instantly into agent macros and AI prompts, slashing handle time while keeping responses precise and brand‑approved.
Global Search
Type a keyword to see everything: tickets, articles, chats, attachments, and CRM notes. Global Search pulls cross‑source results in milliseconds, arming agents with complete context so they can resolve complex queries on the first reply.
CX Dashboard
A holistic dashboard that blends automation rate, escalation volume, intent breakdowns, and first‑response times. The dashboard makes it crystal clear where AI excels, where humans shine, and where new workflows could unlock more savings.
Insights Advisor
Every week, Insights Advisor surfaces trends (top breakage complaints, rising refund reasons, or regions with delivery hiccups) and suggests actions. Turn raw ticket noise into a roadmap for product fixes, FAQ updates, and staffing plans.
CSAT Pulse
Embed surveys at conversation close, track ratings in a live heat-map, and correlate scores with agent actions or AI features. CSAT Pulse pinpoints which flows delight and which need tuning, keeping customer happiness front and center.
Automation Health
Monitor automation rate, confidence scores, and error rates as automations roll out. Automation Health flags dips early, so you can retrain models, tweak triggers, or tighten limits before customers ever notice a wobble in quality.
Multilingual Brand Voice
Speak to every shopper in their own language and culture. Map tone presets to channels: playful on Twitter, formal in email, neutral in chat. Voice Match fine‑tunes vocabulary, emoji use, and sentence length so each response feels naturally tailored to its medium yet unmistakably “you.”
Multi-Store
Run unlimited brands or storefronts from the same workspace. Multi‑Store keeps data, voice, and analytics separate where needed while letting your team share best‑practice automations across properties in a single click.
Channel Mapper
Email, WhatsApp, SMS, socials, and review replies. If it’s text, Channel Mapper routes it in, tags the source, and applies the right workflow. Support stays unified even as customer touchpoints multiply.
360 Integrations
Plug into major helpdesks, e‑com platforms, 3PLs, CRMs, and loyalty tools via ready‑made connectors or open APIs. Easy Integrations give AI the 360º context it needs to resolve tickets end‑to‑end without juggling tabs.
Playground
Test new automations safely with live or historical tickets in Playground. Watch AI simulate actions, preview replies, and measure projected savings before flipping the real switch. No surprises, just confidence.
Package Tracker
Customers crave shipment peace‑of‑mind. Live Package Tracker pulls carrier data straight into tickets, delivering real‑time package status without making agents open separate portals or users hunt for tracking numbers.
Media Brain
Yuma’s AI Agents can open, compare, and annotate images, videos, or PDFs directly in the thread. Media Brain identifies defects, matches SKUs, or extracts text, turning rich media into actionable insights without leaving the conversation.
Invoice Maker
Generate branded PDF invoices or replacement receipts on the fly. Invoice Maker pulls order details, applies tax rules, and emails or attaches the doc to the ticket, saving agents bureaucratic minutes on every after‑sale request.
Unlock the power of fully automated, intelligent support with Yuma
Yuma vs competitors: Why we lead in support automation
See how Yuma outperforms other solutions in ticket resolution, cost efficiency, and AI accuracy.
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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