Overview

Yuma AI Ticket Assistant is a powerful AI tool designed to streamline customer support processes. It integrates with Help Desk software, such as Gorgias, and automatically drafts responses to customer inquiries.

Yuma is equipped with features to customize the writing style, generate conversation thread summaries, and automatically translate into 15 languages. It also retrieves up-to-date information from Shopify products and pages, allowing agents to provide accurate and personalized responses that align with business needs.

Yuma is backed by a Knowledge Base and provides a one-click "reply & close ticket" to save time and boost the productivity of the support team. A 7-day free trial is available to get started and a mailing list is available to stay up-to-date with new product releases and features.

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Initial release

December 22, 2022

Initial release of Yuma.

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Pros and Cons

Pros

Integrates with Help Desk software

Customizes writing style

Generates conversation thread summaries

Translates into 15 languages

Retrieves information from Shopify

Provides personalized responses

Backed by a Knowledge Base

One-click reply & close ticket

Seven-day free trial

Convenient mailing list updates

Automatic response drafting

Drafts brand voice responses

Automatic Knowledge Base building

Help Desk Native Integrations

Gorgias and Shopify native integrations

Multiple Shopify stores supported

Live prices and availability updates

Handles Gorgias integration

Conversation thread summarization

Stays up-to-date with your data

Support for other platforms coming

Customized to your brand

Automated Draft generation

Ticket analysis feature

Historical tickets sync

FAQs sync

Products and orders sync

Gorgias Workspace community access

Multilingual support

Integration for other brands coming

Effortless customer service automation

Pricing plan flexibility

View 27 more pros

Cons

Limited Help Desk integration

Only supports 15 languages

Has to learn user's writing style

Relies on Confidence-based drafting

Limited to Shopify data

Depends heavily on past tickets

No native Zendesk support

Restricted multi-shop integration

Only one-click action supported

Automatic Knowledge Base creation

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Q&A

What is Yuma AI Ticket Assistant?

Yuma AI Ticket Assistant is a powerful artificial intelligence tool designed to streamline customer support processes. It automatically drafts responses to customer inquiries, integrates with Help Desk software like Gorgias, and comes with the ability to generate summaries, translate into 15 languages, and customize the writing style. It retrieves information from Shopify products and pages and is supported by a Knowledge Base.

How does Yuma AI integrate with Help Desk software?

Yuma AI integrates with Help Desk software like Gorgias by becoming installed on the Help Desk. When integrated, Yuma AI starts analyzing incoming tickets and begins drafting responses. If Yuma is confident about its response, the draft suggestion appears to the agent when they open the ticket.

Can Yuma AI be customized to match a specific writing style?

Yes, Yuma AI can indeed be customized to match a particular writing style. It learns a client's writing style from their past tickets, and then uses that style to draft its future responses. This ensures that all responses generated by the AI are on-brand, with a matching tone and perfect English.

What languages can Yuma AI translate inquiries and responses to?

Yuma AI is capable of translating inquiries and generated responses into 15 most common languages.

What Shopify data can Yuma AI access and utilize?

Yuma AI can access and retrieve information from a client's Shopify products and pages. This includes live prices and availability of product variants. Yuma uses this real-time data to guide customers and enhance sales.

How does Yuma AI enhance the productivity of the support team?

Yuma AI enhances the productivity of the support team by automating the drafting of responses, streamlining the ticket handling process, summarizing conversation threads, and providing a one-click 'reply & close ticket' option. This greatly reduces the time spent on each ticket and allows agents to move on to their next task more quickly.

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How does the one-click 'Reply & Close ticket' feature work in Yuma AI?

The one-click 'Reply & Close ticket' feature in Yuma AI works by allowing support agents to quickly send the AI-drafted response and close the ticket with just a click of a button. The purpose is to make the ticket resolution process faster and more efficient.

What is the role of the Knowledge Base in Yuma AI?

The Knowledge Base in Yuma AI provides a thorough understanding of the client's business. After Yuma is installed on the Help Desk, it automatically builds a Knowledge Base tailored to the brand, ensuring that Yuma can provide accurate and personalized responses that align with business needs.

Is a free trial available for Yuma AI?

Yes, a 7-day free trial is indeed available for Yuma AI to help potential clients get started and familiarize themselves with the tool.

How does Yuma AI draft responses to customer inquiries?

Yuma AI drafts responses to customer inquiries by beginning to analyze the inquiry as soon as a ticket comes in. If Yuma is confident about its response, a draft is suggested to the support agent when they open the ticket.

Can Yuma AI generate summaries of a conversation thread?

Yes, Yuma AI is capable of generating summaries of a conversation thread. By clicking a button, an agent can instantly receive a summary of the entire conversation thread with a customer.

Does Yuma AI support other platforms in addition to Gorgias and Shopify?

While Yuma AI currently offers native integration with Gorgias and Shopify, support for other platforms, including Zendesk, is coming soon.

What are the key features of the Yuma AI Ticket Assistant?

Key features of Yuma AI Ticket Assistant include automated response drafting, writing style customization, conversation thread summarization, multilingual and auto-translation, Shopify integration, Help Desk native integrations, and a one-click 'Reply & Close ticket' feature.

How does Yuma AI handle Gorgias integration with multiple Shopify stores?

Yuma can handle Gorgias integration with multiple Shopify stores. This allows businesses with multiple digital storefronts on Shopify to maintain a cohesive and efficient support process across all their platforms.

What functionalities are offered in Yuma's starter plan?

The functionalities offered in Yuma's starter plan include AI automated draft generation, brand voice and writing style customization, 'Instruct Yuma' feature to generate drafts, one-click conversation thread summarization, one-click 'Reply & Close Ticket,' native integration with Gorgias, and syncing with Help Centers & FAQs, historical conversations, past orders, products and macros.

Can I instruct Yuma to generate a particular type of draft?

Yes, Yuma AI has a feature called 'Instruct Yuma.' You can click a button, succinctly write what you want to say, and Yuma will instantly generate a complete draft using your brand voice.

Does Yuma AI have access to my past tickets for context?

Yes, Yuma AI does have access to your past tickets. Not only does it use this historical data for drafting responses, but it also uses it to learn your specific writing style.

How does Yuma's multilingual and auto-translation feature work?

Yuma's multilingual and auto-translation feature works by automatically translating incoming tickets as well as its drafted responses into the appropriate language among the 15 most common languages it is designed to handle.

Can Yuma send updates about new features and product releases?

Yes, Yuma does send updates about new features and product releases. They have a mailing list where clients can subscribe to stay informed about new product launches.

Is there a community or support group for Yuma AI users?

Yes, there is a Yuma Slack Community Workspace. This community is a place where Yuma AI users can ask questions and seek help.

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