Yuma launches Yuma 2.0, a single AI platform that runs customer service across every channel from one tested Handbook

One AI-managed Handbook now runs support, outbound outreach and phone calls, with every playbook tested before changes go live

BOSTON, MA, UNITED STATES, September 29, 2026 /EINPresswire.com/ — Yuma, the AI customer service platform for ecommerce brands, today announced Yuma 2.0, a redesign of its product around a single operating document the company calls the Handbook. One Handbook now runs every customer conversation a brand has, inbound and outbound, in writing and by phone.

Most AI support tools are configured scenario by scenario, in workflow builders and intent trees that take weeks to set up and drift as policies change. Yuma 2.0 takes a different approach. Brands describe how they handle customer service in plain language, or upload the standard operating procedures they already have, and Yuma writes the Handbook: brand voice pages, playbooks for each customer situation, and procedures for the steps behind them. Every change is drafted by AI, reviewed by a person, and applied to the next conversation the moment it is published.

“Every support team already has a set of documents that describe how they work. We built Yuma 2.0 so those documents are the automation,” said Guillaume Luccisano, CEO and co-founder of Yuma. “Maintaining your AI becomes maintaining your documentation. And because every playbook is tested before it goes live, you know it does what the documents say.”

Key capabilities in Yuma 2.0

Per-playbook testing. Every playbook carries example situations with expected outcomes. Yuma replays them as simulated conversations before changes are published and after, and surfaces any failure with the page that caused it. Most tests are written automatically as the Handbook is built.

Outbound outreach. Event playbooks start conversations from business events such as an order placed, a delivery completed or a checkout abandoned, over email or SMS, with multi-day follow-up sequences that Yuma schedules itself.

Voice. Yuma answers a brand’s phone line, takes actions in connected systems during the call, and follows the same Handbook as every written channel.

Ask Yuma everywhere. The Handbook is managed entirely through Ask Yuma, in the Yuma dashboard or directly from Claude and ChatGPT via MCP.

Gradual rollout. Brands can put any playbook live on a chosen percentage of matching conversations, keep the rest as drafts for human review, and raise the share as results come in.

Yuma 2.0 covers email, live chat, SMS, WhatsApp, contact forms, reviews, Instagram and Facebook direct messages, outbound email and SMS, and phone calls. Sales AI, Yuma’s pre-purchase product for Shopify storefronts, runs on the same Handbook and is available as an add-on. One Handbook covers all stores in an account, with individual pages scoped to a store, channel or customer language where needed. Yuma is SOC 2 Type II certified.

Yuma 2.0 is available today. Existing customers are migrated by the Yuma team at no additional cost.

About Yuma AI
Yuma is AI customer support for ecommerce brands. It runs on the helpdesk you already have, from Gorgias and Zendesk to Salesforce, across every channel your customers use: email, chat, SMS, social DMs and phone. It resolves tickets end to end, taking the refund, exchange or subscription action itself in Shopify or your own systems, and shows what it did and why. Brands pay only for tickets it fully resolves. Founded in 2022 by three-time Y Combinator founder Guillaume Luccisano, Yuma supports 100+ brands across North America and Europe, with top merchants automating up to 93% of tickets. Backed by Y Combinator, Gradient Ventures and Altman Capital.

Guillaume Luccisano
Yuma AI Inc.
g@yuma.ai

Yuma 2.0 – One Handbook now runs every customer conversation

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