Yuma
Yuma AI Ticket Assistant is a powerful AI tool designed to streamline customer support processes. It integrates with Help Desk software, su...
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What is Yuma?
Yuma AI is an AI-powered platform designed specifically for e-commerce brands to automate customer service across support tickets, sales, social media, and chat interactions. It integrates seamlessly with platforms like Shopify, Gorgias, Zendesk, and over 50 others, enabling AI agents to handle up to 89% of tickets end-to-end by taking real actions such as processing returns, updating orders, and providing tracking info. Key features include Support AI for resolving common issues like WISMO, billing, and refunds; Sales AI for product recommendations and reducing cart abandonment; Social AI for managing comments and DMs; and Chat AI for instant website assistance, all while maintaining brand voice and high accuracy through multi-layer quality checks.
The platform offers white-glove setup by a dedicated account manager with zero engineering required, a gradual rollout starting at low volume for quality review, and pay-per-resolved-ticket pricing. Yuma supports 180+ languages, analyzes images/PDFs in tickets, and provides real-time dashboards for metrics like automation rates, CSAT, and ROI. It's ideal for DTC brands in fashion, beauty, electronics, and lifestyle aiming to scale CX without adding headcount, as proven by customers like Glossier (91% accuracy), Clove (70% automation, 3x ROI), and EvryJewels (89% automation).
Yuma emphasizes control with customizable guidelines, hard limits, and escalation to humans for complex cases, ensuring policy compliance and preventing hallucinations. Additional tools like Ask Yuma allow conversational management of automations, insights, and reports. It's perfect for growing e-commerce teams seeking 24/7 multilingual support, faster response times (e.g., from 72 hours to 1 hour), and revenue boosts via upsells and conversions.
Yuma pricing
Pricing model: Freemium
30-day free trial with full white-glove setup on live tickets, gradual rollout at 5-10% volume. Paid plans scoped by ticket volume, workflows, channels, and implementation depth—no generic seat pricing. Brands pay only for tickets fully resolved by AI. No extra cost for dedicated account manager, security reviews, or configuration. Enterprise security included in rollout scope.
Yuma pros
- Automates up to 89% of support tickets end-to-end
- Handles WISMO with live tracking links
- Processes returns and refunds autonomously
- Manages exchanges for size or color
- Resolves billing issues and payment failures
- Automates subscription management via Recharge/Skio
- Reduces first response time to under 1 minute
- Supports 180+ languages with auto-detection
- Analyzes images, photos, and PDFs in tickets
- Integrates with 50+ tools like Shopify, Gorgias
- Zero engineering setup with dedicated manager
- 30-day free trial on live data
- Pay only for fully resolved tickets
- Gradual rollout for quality control
- Boosts CSAT above 4.8 while automating
- Drives revenue via AI upsells and recommendations
- Social AI replies to Instagram/Facebook comments
- Chat AI widget live in 5 minutes
- 91% accuracy on complex shipping tickets
- 3x ROI achieved by Clove in 90 days
Yuma cons
- Pricing based on ticket volume, not fixed seats
- Requires helpdesk integration for full use
- Gradual rollout delays full automation
- Pay-per-resolution may add up for high volume
- E-commerce focused, less for non-retail
- Dependent on quality of provided SOPs
- Needs initial sample responses for voice tuning
- Escalation still requires human oversight
- Limited to supported 50+ integrations list
Frequently asked questions about Yuma
What is Yuma AI?
Yuma is a customer service automation platform made for e-commerce brands. It's purpose-built to work with top ecommerce platforms such as Shopify, WooCommerce, Magento, etc. It automates support tickets by connecting with helpdesks such as Gorgias, Zendesk, Gladly, etc. Yuma resolves tickets end-to-end by taking real actions across platforms, just like human support agents. It's known for high accuracy thanks to its built-in guardrails. Brands only pay for tickets fully resolved by AI, and setup is handled by a dedicated account team at no extra cost. Yuma has successfully automated up to 89% of customer support for its top customers. Yuma also offers three other products: Sales AI, Social AI, and Chat AI to automate 360-degree ecommerce interactions for brands.
Do I need technical skills or developers to get started with Yuma AI?
No. Yuma requires zero engineering work to set up. A dedicated account manager from Yuma configures your AI automations, writes your automation processes, and connects Yuma to your helpdesk and ecommerce tools. This is included at no extra cost, and there's no package without it.
Can I try Yuma AI before committing?
Yes. Yuma offers a 30-day trial period where you can test the AI on live ecommerce customer service tickets with your real data, your helpdesk, and your customers. The trial is typically kicked-off with an agreed potential automation rate, so both sides have a clear success metric upfront. During the trial, Yuma's team handles the full setup and configuration (same white-glove onboarding as paying customers), and deployment starts gradually at 5 to 10% of ticket volume so you can review quality before scaling.
What's the automation accuracy of Yuma AI?
Yuma is known for being highly accurate. For example, FINN, Europe’s leading car subscription platform, chose Yuma after quality A/B testing because it needed human-level accuracy for B2B support workflows like invoices, paperwork, billing questions, and address changes. Yuma ensures high accuracy by making sure that each ticket passes through multiple quality control checks (policy verification, intent matching, response validation) before reaching the customer. If any check flags uncertainty, Yuma escalates to a human agent instead of guessing. You can track accuracy, confidence scores, and error rates in real time through your dashboard.
How does Yuma AI automate support?
Yuma plugs directly into your existing helpdesk (Gorgias, Zendesk, Salesforce, and others) and works alongside your team. When a ticket arrives, Yuma reads the message, identifies the customer's intent, and routes it to the right AI agent: process-driven agents for tasks like returns and order changes, or knowledge-based agents for product and policy questions. Each agent follows your SOPs and brand voice, then takes real actions across your tools (Shopify, Recharge, Loop, shipping carriers) to resolve the ticket end-to-end. Every response passes through built-in quality control before it reaches the customer. If a ticket is too complex or sensitive, Yuma escalates to a human agent with full context instead of guessing.
Which channels do Yuma AI support?
Yuma covers 25+ support channels: email, live chat, SMS, WhatsApp, contact forms, Instagram DMs, Instagram comments (including ad comments), Facebook Messenger, Facebook comments, Twitter/X DMs, TikTok Shop, and review platforms (Trustpilot, Yotpo, Okendo, Judge.me, Avis Vérifiés). Each channel runs on the same core AI with the same accuracy, but you can configure different brand voices per channel (e.g. shorter on chat, more detailed on email). Yuma also offers a native Chat AI widget for your website and Social AI for automating social media customer support.
What languages do Yuma AI support?
Yuma supports 180+ languages. It auto-detects each customer's language and responds in that language, including regional dialects and right-to-left scripts. Your brand voice and policies stay consistent regardless of the language. So a French customer gets the same quality and accuracy as an English one. This means you can support international customers without hiring multilingual agents, which is especially useful during seasonal spikes when finding language-specific temporary coverage is nearly impossible.
Is Yuma AI SOC 2 compliant?
Yes. Yuma AI is fully SOC 2 compliant.
Can Yuma AI handover conversation to human agents?
Yes, this is core to how Yuma works. When the AI detects low confidence, customer frustration, or a topic outside its scope, it escalates to a human agent with full conversation context, so customers never have to repeat themselves. You control the escalation rules: by topic, sentiment, VIP status, or custom triggers.
How is Yuma pricing scoped?
Pricing is scoped around ticket volume, workflows, channel mix, and the implementation depth needed for your team rather than around generic seat counts alone. Is there a free trial? Yes. Yuma offers a free 30-day trial so teams can validate automation coverage, operational fit, and business impact before expanding the rollout. Do enterprise security requirements change the pricing conversation? Security and governance reviews are part of the buying process, but they are handled as part of the rollout scope rather than hidden as a separate upsell line item.