An honest look at Yuma AI in 2025: Features, pricing, and alternatives

If you run an e-commerce brand, you’re probably swimming in customer support tickets. It feels like for every order you ship, you get three questions about where it is, how to return it, or if you have it in blue. Offering fast, consistent, 24/7 service isn’t just a nice-to-have anymore; it’s a huge operational cost and a big reason why a customer decides to buy from you again (or not).

This is where AI tools come in, promising to handle the repetitive questions, cut down on costs, and keep your customers happy. One name that comes up a lot, especially for stores on Shopify, is Yuma AI. It’s built from the ground up to handle the specific headaches of e-commerce support.

But is it the right tool for every store? In this article, we’ll take a straight-up look at Yuma AI, what it does, how you set it up, and what it costs. We’ll also compare it to more flexible, modern alternatives that give you a bit more control over how you automate things.

What is Yuma AI?

At its core, Yuma AI is a set of AI tools designed to automate customer chats and tickets for online stores. You can think of it as a small team of specialized AI agents, where each one has a specific job to do.

Its main offerings are split into four areas:

• Support AI: This is their main thing. It’s designed to automatically answer the common support tickets that fill up e-commerce inboxes, like "Where is my order?" (WISMO), return requests, and billing questions.

• Sales AI: This tool is all about the money side of things. It engages with shoppers to try and boost average order value (AOV) and cut down on abandoned carts using personalized messages.

• Social AI: For brands that are big on social media, this feature helps manage comments and mentions, with the goal of turning those public chats into sales.

• Chat AI: This is their website chatbot, which gives AI-powered answers to shoppers right on your store’s website.

Yuma AI is definitely aimed at larger merchants on platforms like Shopify who are dealing with a ton of customer messages. It plugs into the big help desks like Gorgias and Zendesk so it can fit into the tools you’re already using.

Key features of Yuma AI

Let’s get into what Yuma AI actually does day-to-day. It has some solid features for its specific niche, but it’s also worth looking at where its focused approach might hold you back if you need something more adaptable.

E-commerce ticket automation with Yuma AI

This is where Yuma AI does its best work. It connects to your Shopify store and help desk to take action on common requests. It can automatically check an order status, grab tracking info, start a return, or handle a product exchange. For a typical online store, this can clear a decent portion of the daily ticket queue.

But here’s the potential downside: This specialized approach can be a bit rigid. It works great if all your processes fit neatly into Yuma’s pre-built boxes. But what happens when you need to check customer data in a custom database, look up a loyalty status in a separate app, or connect to an internal tool? You’re pretty much stuck.

This is where a tool like eesel AI takes a different path with fully customizable workflows and custom AI actions. Instead of being locked into a short list of apps, you can build automations that pull information or trigger actions in any system with an API. That means you can automate the complex, unique scenarios that are specific to your business, not just the generic ones everyone else has.

Social media and sales engagement with Yuma AI

Yuma’s tools for managing social media and nudging shoppers to prevent cart abandonment are a nice touch, especially for brands that get a lot of sales through social channels. It helps turn your social media accounts into another channel for support and sales.

Where it gets tricky: These features are almost entirely focused on talking to customers. But support teams don’t work in a vacuum. They’re constantly getting questions from other departments. Marketing needs a customer quote, finance needs an order detail, and the product team is looking for feedback. A tool that only looks outward misses half the conversation.

An all-in-one platform like eesel AI brings your external and internal support together. You can set up an AI Internal Chat agent right inside Slack or Microsoft Teams. This internal helper can be trained on all your company knowledge, from internal wikis in Confluence to process docs in Google Docs, giving your whole company one place to ask questions and get answers.

AI-powered chat by Yuma AI

Like a lot of platforms, Yuma AI has a chatbot for your website to give shoppers instant answers. It’s a standard feature these days for deflecting simple questions and keeping people from leaving your site.

The catch: A chatbot is only as smart as the information it can access. If it’s only trained on a handful of FAQs or basic help articles, it’s going to say "I don’t know" an awful lot.

This is why having all your knowledge in one place is so important. The AI Chatbot from eesel AI can be trained on a huge range of sources almost instantly. You can connect it to your help center, your entire history of past support tickets, Google Docs, Confluence, and even your full Shopify product catalog. Because it can pull from everywhere, it gives much better and more accurate answers, making it genuinely helpful instead of just another frustrating bot.

Feature	Yuma AI	eesel AI
Primary Focus	E-commerce (Shopify)	Customer Service, ITSM, Internal Support
Ticket Automation	Handles common e-commerce tickets (WISMO, returns)	Handles any ticket type with custom actions & API calls
Knowledge Sources	Help desk, Shopify, specific integrations	100+ sources (help desk, Confluence, Google Docs, Slack, etc.)
Internal Support	Not a primary feature	Yes, via AI Internal Chat for Slack & MS Teams
Setup Process	Demo likely required	Fully self-serve, go live in minutes
Pre-launch Testing	Unclear from documentation	Robust simulation mode on historical tickets

The Yuma AI setup and implementation experience

Getting started with a new AI tool can be a real project. You know the drill: a bunch of discovery calls, a mandatory demo, a custom quote, and then a multi-week onboarding plan. While Yuma AI doesn’t lay out its exact process online, this model is pretty common for tools that aren’t designed to be self-serve.

This old way of doing things is slow and takes up a lot of your team’s time. And it’s risky. How can you be sure the AI will actually solve your specific types of tickets before you sign a contract? You can’t, really. You just have to cross your fingers and hope it works out.

This is where a modern platform like eesel AI completely flips the script with a much simpler, truly self-serve approach.

• Go live in minutes, not months: You can sign up, connect your help desk with one click, and start setting up your AI agent without ever having to talk to a salesperson. The control is in your hands from the very beginning.

• Test with confidence using risk-free simulation: This is a big one. Before you let the AI talk to a single customer, eesel AI’s powerful simulation mode lets you test your setup on thousands of your real, past tickets. It shows you exactly how the AI would have responded and gives you an accurate prediction of your automation rate. You can see which tickets are easy wins and find any gaps in your knowledge base, so you know exactly what you’re getting before you launch.

• Roll out gradually and safely: You don’t have to automate everything at once. With eesel AI, you can start small. Set up your agent to handle just one simple ticket type, like WISMO requests, and have it pass everything else to your human team. As you get comfortable and see the results, you can slowly give it more to do. You’re always in charge.

Here’s a quick look at how the two approaches stack up:

Yuma AI pricing and plans

Yuma AI doesn’t list its prices publicly. Usually, that means you have to schedule a call to get a custom quote. While this can lead to a tailored package, it also means you have to go through a whole sales process just to find out if it’s even in your budget.

Another thing to watch out for with AI support tools is the per-resolution pricing model. Some platforms charge you for every ticket the AI successfully closes. Sounds fair enough, right? You only pay for what works. But the big downside is a completely unpredictable bill. If you run a huge Black Friday sale and your ticket volume triples, your AI bill will shoot up right along with your revenue. You basically get penalized for being successful.

The eesel AI approach is built around being transparent and predictable.

• No per-resolution fees: eesel AI’s pricing is based on a flat monthly fee for a generous number of AI interactions (an interaction is one AI reply or action). Your bill is the same every month, so you can actually budget for it without any surprises.

• Flexible, transparent plans: You can see all the plans and prices right on the website. You can start with a monthly plan and cancel anytime, giving you the freedom to adapt as your needs change without getting locked into a long-term contract.

• All-inclusive features: Core tools like the AI Agent, AI Copilot, AI Triage, and AI Chatbot are all included in the plans. You’re not getting nickel-and-dimed for features that should be standard.

[Yuma AI founder Guillaume Luccisano explains his journey building advanced AI agents to revolutionize e-commerce customer service.]

Pro Tip: When you’re looking at an AI support tool, always ask for a detailed breakdown of the pricing. If it’s based on resolutions, try to project what your bill would look like during your busiest month of the year.

Is Yuma AI the right choice for you?

So, should you go with Yuma AI? It’s a solid platform that’s laser-focused on solving the most common support problems for e-commerce brands, especially those on Shopify. If your needs fit perfectly into standard e-commerce workflows and you don’t mind a more hands-on setup process, it could be a good fit.

However, that narrow focus can also be a weakness. It can be rigid, and the potentially slow setup and hidden pricing might not work for teams that want to move quickly and keep a handle on their budget.

For teams that want more power, control, and transparency, a modern, flexible platform like eesel AI is the obvious alternative. It’s built for any team that wants to automate support on their own terms.

With eesel AI, you get a platform that is:

• Radically self-serve: You can connect your tools and be up and running in minutes.

• Fully controllable: Customize everything from the AI’s actions to its personality, and test it all without any risk using the simulation mode.

• Truly knowledgeable: Connect to over 100 sources like Google Docs, Confluence, and Slack to build an AI that understands your entire business.

• Transparently priced: Your costs are predictable and won’t jump up just because you had a great sales month.

But don’t just take our word for it. You can connect your help desk to eesel AI for free and run a simulation to see for yourself how many of your support tickets could be automated right now.