Yuma

Yuma.ai is an AI-powered customer service automation platform designed to enhance the efficiency and effectiveness of e-commerce businesses, particularly those using Shopify. The platform leverages generative AI to automate customer interactions, reduce operational costs, and improve customer satisfaction by providing 24/7 support throughout the entire customer journey, from pre-sales to post-sales support.

Key features:

- Automated Customer Interactions: Uses generative AI to craft responses that align with the brand's tone and personality, making interactions feel human-made.
- Intent Detection: Pre-trained intent library swiftly identifies customer inquiries related to e-commerce processes, ensuring precise and timely responses.
- Auto-Pilot Mode: Mirrors agent actions, autonomously conversing with customers and executing tasks like pausing subscriptions or processing refunds.
- Helpdesk Widget: Enables agents to provide clear, grammatically correct, and empathetic responses quickly, reducing Average Handling Times and First Reply Times.
- Inbox Management: Automatically cleans the support inbox by filtering out unnecessary noise, allowing agents to focus on more critical tasks.
- Order & Payment Management: Handles customer order inquiries, edits, and cancellations autonomously.
- Subscription Management: Manages subscription queries and edits without human intervention.
- Feedback & Reviews: Addresses feedback on review platforms autonomously and escalates critical reviews to human agents.
- Post-Sales Support: Provides troubleshooting for products, manages refunds, returns, and exchanges.
- Social Media Moderation: Monitors and moderates social media interactions.
- Spam Filtering: Filters out spam and automated replies to keep the support inbox clean.

How it works:

1. Users interact with Yuma.ai through a web app.
2. The platform integrates with various e-commerce tools and services.
3. Customers can edit or cancel orders through automated responses.
4. Yuma.ai handles subscription-related inquiries autonomously.
5. The platform autonomously addresses feedback on review platforms and escalates critical reviews to human agents.

Integrations:

Shopify, Gorgias, Zendesk, Recharge, Klaviyo, Trustpilot, Loop, ShipBob, Okendo, Subscribfy, Shipstation, Skio, Yotpo

Use of AI:

Yuma.ai leverages generative AI to gather the necessary knowledge for addressing customer queries. It applies the brand's tone and personality to its responses, ensuring that automated replies feel human-made.

AI foundation model:

The specific AI foundation model or Large Language Model used by Yuma.ai is not explicitly mentioned, but the platform employs advanced AI technologies to deliver its services.

Target users:

- E-commerce businesses, especially those using Shopify
- Companies looking to enhance their customer service capabilities without significantly increasing their workforce

How to access:

Yuma.ai is available as a web app. Users can access the platform to support their businesses throughout the entire customer journey.

Performance metrics:

- Ticket Automation: 49% ticket automation in two months
- Setup Speed: 5x faster setup compared to other AI platforms
- Productivity Increase: 32%+ increase in agent productivity
- Customer Satisfaction: 22%+ improvement in CSAT scores
- ROI: 12x return on investment within the first year