Yuma

Yuma is an AI customer service platform built specifically for eCommerce, and it does not try to replace your helpdesk. Instead, its agents sit inside Gorgias, Zendesk, Kustomer, Gladly or Re:amaze and your Shopify store, then resolve tickets end to end. That distinction matters: the product is designed to take actions — apply a refund, change an address, cancel a subscription, reissue a return label — rather than simply suggest a reply for an agent to approve.

The typical workflow starts with connection and training. You plug Yuma into your helpdesk and store, and it learns from past conversations, your knowledge base and your brand voice. Yuma then writes playbooks from the SOPs you already have: upload a documented returns process and the platform drafts automation rules, tests them against example cases, and publishes them once you approve. Every outgoing reply passes through a set of safety checks, and you control the confidence threshold that decides whether AI resolves the ticket or hands it to a person with full context.

The product line now spans three areas. Support AI covers post-purchase tickets and is the core of the platform, with published automation rates of 60 to 89 percent and reported results such as scaling to over 150,000 tickets per month without adding headcount. Sales AI adds a pre-purchase Q&A widget on product pages, credited with lifts in add-to-cart, checkouts and revenue per visit. Social AI moderates Facebook and Instagram, auto-answering routine questions and surfacing churn signals. Yuma reports being trusted by 140+ eCommerce brands and rated 4.8/5 on G2, with a 30-day free trial available.