Yuma AI (YC W23)

Implementing AI in your CX strategy can feel overwhelming 😵💫 The good news is that you don’t have to do everything all at once. But taking the time to build strong foundations will set you up for success in the long term. Here are our top recommendations from this week’s article for e-commerce businesses that are starting with AI for Customer Service: 1️⃣ Start with the mundane and frequent When looking for an AI solution, look for features that allow you to automate the easy stuff easily. 2️⃣ Integrate your tools tightly If a human agent needs access to something to execute these tasks, so will the AI. Making sure all systems and services are integrated with AI is a must. 3️⃣ Invest your own time and effort in your AI tool Training an AI is like training a human. Investing your own time early on pays off in the long term. 4️⃣ Closely monitor your automation performance Monitor performance until the AI reaches a point where it can run by itself without any supervision. Keep iterating and watch your automation rate increase. 5️⃣ Don’t settle for partial automation Find out if the AI solution you’re interested in offers True AI Automation and can resolve customer queries end-to-end without any human intervention. Do you feel overwhelmed by using AI for customer support? Contact us and we’ll help you get started 🙌 #ai #cx #ecommerce #customersupport

⏳ Think you can hold off on implementing AI in your CX strategy? Think again. Companies that have taken a proactive approach to adopting AI in their customer support are already seeing impressive results. Learn why your company should already be thinking of AI with three takeaways from this week’s article: Takeaway 1️⃣ If you’re not building your CX strategy with AI in mind, you’re already behind. 95% of global customer service leaders expect their customers to be served by AI within the next 3 years. Takeaway 2️⃣ AI frees up your team to focus on more complex, value-added interactions. JetBlue very recently saved 73,000 hours of agent time in one quarter by adding AI to their CX stack. Takeaway 3️⃣ More completed conversations mean increased revenue. In 2023, Klarna’s AI assistant completed 2.3 million conversations, a full 2/3 of their CS chats. Are you already using AI as part of your CX stack? Let us know what you’re using in the comments 👇 #ai #cx #aiassistant #customersupport #ecommerce

If you’re not building your CX strategy with AI in mind, you’re already behind 🏃 Today, it seems everyone is jumping on the AI bandwagon, but using AI doesn’t always go according to plan. With embarrassing results like AI-powered search engines citing made-up sources and customer support chatbots that don’t help anyone, it’s tempting to shrug off AI for the time being. But for those paying attention to the industry, AI done right will be key to keeping up with—or outpacing—the competition 📈. Especially when it comes to customer support. In this article, we explain the changing trends in AI for CX and share our ✨ top five recommendations ✨ to ensure you stay ahead of the game. https://buff.ly/3vBe4sA #ai #cx #ecommerce #customerexperience #chatbots #businessIntelligence #customerservice #customersupport #cxstrategy

Imagine automating 100% of your CX with AI! 🤖✨ Is that even possible? What should you NOT automate? Back in 2015, McKinsey said that 40% of work has the potential to be automated. https://buff.ly/3QvlFjV We've come a long way since. AI can do almost everything in CX today if it has actionable steps to follow and the correct information. But the question remains: What should not be automated? Here's the simple answer: Don't automate tasks for which your AI will need more context. AI works best where rules are clear and decisions don't require deep analysis. If a process is still ambiguous or constantly changing, AI might do more harm than good by creating errors or frustrating customers. Some of the most common cases handled by human agents in e-commerce are sharing delivery statuses, making product recommendations, answering FAQs, sharing shopping policies, replying to order-received messages, and replying to thank you messages. In 2024, these cases can be fully automated with AI and proper instructions. Moreover, the AI can complete tasks quicker and more accurately than human agents ever could. AI's limitations come down to how well-defined and articulated your processes and policies are. We recommend automating with AI incrementally, starting with already clearly defined and standardized processes and expanding automation as you refine and establish the remaining procedures. In the end, there will always be some situations that demand human oversight, such as dealing with unique and new customer cases or when customers explicitly request to speak with a person. Moreover, humans are needed to guide and improve AI systems, ensuring they stay aligned with our evolving business needs and customer expectations. In summary, there isn't much that AI can't automate. The more defined processes we have, the better the AI will perform. So, it's not about 'what not to automate'. It's more about what we can automate at this point, given the resources we have at hand. #AI #CustomerExperience #CX

We are thrilled to announce that Yuma is part of the latest AI Grant Batch! Being selected alongside other innovative companies is a significant recognition for us, reaffirming our position at the forefront of AI in Customer Service. We are both proud and humbled by this. We won't stop until we reach 100% True Automation.

As merchants quickly adopt AI to enhance their customer service experience, the prospect of choosing a new tool can be daunting for every CX leader. The field is very new, and every tool is so different that it's difficult to know exactly what to expect. Plus, there are a lot of snake oil sellers out there 👀… One thing is certain, though: Every single Shopify merchant will adopt AI for their customer service. For the rest of the unknowns, here are 4 top things that you should keep in mind when evaluating and setting up your new AI tool: - 🪄 AI is not magical (yet) - 🔄 Integrating AI will force you to improve your internal processes - 🤖 AI will make mistakes - 📈 Metrics are Key; Track Your Progress Stay ahead of the curve by diving into each of those points in our latest blog post: https://buff.ly/4aSgK47 #Ai #Customerservice #CX #Shopify

According to Forbes, 70% of Americans crave deeper, more personal connections with brands. Which matters even more when it comes to Customer Experience (CX). Although humans play a big role in creating personal connections, their roles are evolving as AI kicks in. Let’s look at how human roles are evolving with AI in CX today: 🤖 Humans will drive higher-value customer interactions AI's computational capabilities surpass human beings, making it invaluable for handling mundane tasks and freeing up humans. These human hours can then be dedicated to higher-value customer interactions that drive revenue and brand growth. 🤖 Humans are needed to minimize AI hallucinations AI hallucination is another reason why humans are important in AI-driven CX strategy. Today’s AI is mind-blowing but it also makes things up at times (which is called hallucination). AI hallucinations are not going away any time soon but they can be minimized with human supervision. That’s why human supervision is essential to guide AI, mitigate inaccuracies, and deliver meaningful customer experiences. 🤖 Humans need to manage and update the AI Humans are crucial in maintaining AI systems, making improvements, and ensuring adaptation as businesses change and grow. For example, if there's a policy change in a company, a human needs to instruct the AI to follow the new policy. This continuous management needs to be run by humans. So, adapting AI today is a must for CX, but it's equally important to understand where and how human factors come in. Data Source: https://buff.ly/4aGn66r #ai #cx #ecommerce #innovation #generativeai #futureisnow #customerexperience #chatbots #businessIntelligence #customerservice #customersupport

“Sooner rather than later, generative AI will transform the customer care function itself—and even, possibly, the company business model. Be ready.” - BCG wrote this 9 months ago here: https://buff.ly/43tzhjj AI has had a love-hate relationship with customer support, aiming for big automation rates for over a decade while businesses wait on magical promises. Finally, a little over a year ago, the inception of generative AI changed everything forever, really fast. Since Generative AI, we are seeing *True Automation* for the first time. True Automation is when AI resolves tickets from start to finish without any human intervention. This wasn’t possible until around one year ago. Today, AI is overwhelmingly redefining every industry; this is even more true in CX. So, we have decided to highlight some of the most extraordinary recent cases and share our thoughts. Insights on AI and CX that are making all businesses turn heads: 💡 According to BCG, 95% of global customer service leaders expect their customers to be served by an AI at some point within the next 3 years. 💡 JetBlue very recently saved 73,000 hours of agent time in one quarter by adding AI to their CX stack. 💡 Last year, Klarna launched an AI assistant that completed 2.3 million conversations, a full 2/3 of Klarna’s customer service chats. Want to read our top recommendations for e-commerce businesses adopting AI? Read the full story here in our blog post here: https://buff.ly/3vBe4sA #ai #cx #ecommerce #innovation #generativeai #futureisnow #customerexperience #chatbots #businessIntelligence #customerservice #customersupport

We're proud to unveil our latest success story with My Variations. Discover how we helped automate 30% of their customer support tickets and significantly reduced response times. It's amazing to see the impact of AI where it truly matters - in building stronger customer relationships. Thanks to MyVariations for being a fantastic partner in this journey 🙏. Explore the case study: https://lnkd.in/gj4g28Cx #customerexperience #automation #customersupport #ai #shopify

We have achieved a new milestone by automating the customer service for one hundred Shopify merchants. 😍