Yuma AI

Yuma is the AI agent layer for ecommerce customer support. Founded in 2022 by 3x Y Combinator founder Guillaume Luccisano, Yuma's AI agents autonomously handle customer conversations for 100+ commerce brands across US, Europe, and beyond, with automation rates reaching 93% for top merchants. The platform integrates with major helpdesks including Gorgias, Zendesk, Kustomer, Gladly, Freshdesk, Front, Re:amaze, and Salesforce, as well as commerce platforms like Shopify, BigCommerce, Magento, and WShop, plus a wide variety of custom CRM/ERP setups and 50+ third-party tools.

What Makes Yuma AI Different

Most AI support tools generate draft replies whereas Yuma resolves tickets on its own, closing tickets without human intervention. Yuma uses a proprietary multi-agent architecture. Each ticket type gets a dedicated AI agent with its own SOP and guardrails, rather than one general AI handling everything. This keeps accuracy high.

The platform also self-improves using a feature called ‘Ask Yuma’. Ask Yuma identifies what's broken in your automation, proposes a fix, requests your approval, implements the change, tests it in a sandbox, and verifies the result. This runs continuously, so your automation gets better over time without your team doing manual work. Below are just 3 of the top capabilities that makes Yuma unique:

Ask Yuma is a conversational AI with access to your tickets, automations, knowledge base, metrics, and brand voice. Paste any SOP or dump any docs or anything relevant - get a ready-to-deploy automation.

Flows is a drag-and-drop builder for automations that need deterministic accuracy. If/then logic, ordered API calls, step-by-step audit trails. Use it when predictability matters more than flexibility.

Deep Search turns your Gorgias ticket history into a searchable intelligence layer. Ask a question in plain English, get answers backed by real ticket snippets you can click into.

Top Features

• AI Agents and Auto-Pilots - Specialist agents per use case, each with its own SOP, triggers, decision tree, and guardrails
• Knowledge base - Unified knowledge base with facts, guidelines, macros, and visual processing of images, PDFs, documents, and video
• Visual Processing - Understands photos of damaged products, receipts, packaging, and even matches skin tones to cosmetic shades or hair color to extensions
• Brand Voice Controls - Per-channel and per-store voice profiles, auto-translation, regional dialect support, formatting and signature controls
• Custom Functions - Webhooks, Google Sheets lookups, Shopify GraphQL, Salesforce SOQL queries
• Safety Controls - Daily limits, refund caps, destructive action protection, gradual rollout, draft mode
• Playground - Simulate automations and replay past tickets before going live
• Multi-Store Support - Separate knowledge bases, brand voices, integrations, and helpdesk connections per store

Common Use Cases

• WISMO (where is my order) - Looks up tracking and carrier status, responds with delivery details
• Order cancellations - Verifies the order, processes it, confirms with the customer
• Return requests - Creates labels, communicates policy, closes the loop
• Subscription management - Pauses, skips, cancels, or resumes through Recharge, Skio, and other connected tools
• and a lot more ecommerce focus use cases…

Setup

All plans come with white glove, continued support. Yuma’s team handles the setup and heavy lifting. You get a dedicated account manager and a direct Slack channel.

Up to 93% automation with specialist AI agents: Each ticket type gets a dedicated AI agent with its own SOP and guardrails.

Self-improving automation: The platform finds gaps, proposes fixes, tests them in a sandbox, and improves your setup continuously.

Purpose-built for Gorgias and ecommerce: Yuma was one of the first AI platforms built natively for Gorgias and offers the deepest integration.