Back in December 2022, Yuma was the first company to put AI agents into production for ecommerce customer support.
Almost 4 years later, we have had a pretty great run pushing that idea to its limits. But after 4 years building on top of a technology evolving this fast, something had to change.
We call that change Yuma 2.0.
(We got GPT astra to run for 3 days to come up with the name btw)
📍One AI agent. One set of rules. Every customer. Every channel. Inbound and outbound.
That is really the idea: a single, unified platform to run your entire CX operation.
When we started Yuma, the challenge was getting an AI to reliably solve a customer support ticket.
We had to do all kinds of gymnastics to get the models to behave, stay within the right boundaries and reliably take actions.
Today, models are dramatically more capable. It has also never been easier to spin up a basic AI support agent. Give someone Claude or ChatGPT and they can probably get a convincing demo running in a few days.
But a demo is one thing. Building something a company can trust to run at scale is another.
More importantly, our customers are asking us for much more now. As I keep telling the team, bringing the most value to our customers is paramount.
Today, CX teams are still spread across too many tools. One for support. One for voice. One for social. Another for outbound marketing.
Different rules. Different context. Different levels of trust.
I think that era is over.
Our customers increasingly want to consolidate their customer experience around a single core system they can trust. So after almost 4 years of building Yuma, it was time to make another big leap.
Part technological leap, part leap of faith, part founder instinct ;)
Because I still deeply believe we are only seeing the very early glimpse of what AI will let us achieve.
So with Yuma 2.0:
• A single, unified set of rules ✅
• Inbound support across email, chat, social, reviews and voice ✅
• Outbound campaigns, from proactive service notifications to marketing and re-engagement ✅
• A deep understanding of every customer across every interaction ✅
• Public social engagement across Facebook and Instagram ✅
• Pre-sales conversations that help customers buy and increase conversion ✅
All powered by the same underlying AI agent.
And that last detail matters:
• Not a voice product bolted onto support.
• Not a separate agent doing outreach.
• Not 5 systems trying to understand the same customer.
👉 One agent, operating across the entire customer experience.
We have baked almost 4 years of work, mistakes, customer feedback and learnings into this new version of Yuma.
It is more powerful, more accurate, and lets our customers do things that simply were not possible when we started.
I think this is where CX is going. And just like we did back in 2022, we want to be early in showing what that future can look like.
That is Yuma 2.0.
Come talk to us and see the mind-blowing things you can build today.
Cheers to the next 4 years 🥂
