Put Ecommerce Social Media Customer Support on Autopilot
Scale DM Responses
AI that monitors, classifies, and acts on every Facebook and Instagram comment; automating your ecommerce customer support so your team stops manually scrolling through hundreds of interactions.
Why teams choose Social AI
Automate Your Social Media Customer Support with AI that Understands Context and Intent.
Handle ecommerce customer service requests on social channels
Classify every comment by intent and sentiment in real time
Maintain your brand voice with configurable AI persona
Free up your team from repetitive social media customer support
Track sentiment and engagement trends with real analytics
Use cases
Social AI use cases for comments, DMs, reviews, and brand protection
Explore how Yuma handles comment moderation, review replies, social listening, and DM conversion flows while keeping every response on-brand.
Features
Tools to automate your social media customer moderation
Connect your Facebook and Instagram pages, define your automation rules, and let the AI handle execution.
Safety & Accuracy
Guidelines
Embed brand tone, legal phrases, and do-not-say lists directly into the AI’s reasoning. Guidelines ensure all responses stay on-message and compliant, even as policies change, so your voice never slips, no matter how busy things get.
Engagement View
Every social interaction lands in one omnichannel feed, including ones the AI didn't act on. See the comment, the intent classification, the action taken, and the sentiment label. Click into any interaction and get the full conversation: the original post, the customer's comment, their profile, and the automated customer service actions.
Safety Guard
Every AI-generated reply goes through multiple quality checks before posting that catches hallucinations, policy violations, or tone drift. Your social media customer support responses stay accurate, compliant, and on-brand without manual review of every comment.
Hard Limits
Set hard guardrails like blocked topics, restricted actions, or escalation triggers for sensitive situations. You stay in control of what the AI can and can't do, even at full automation.
Book a demo
Stop leaving social media customer support unanswered. Start automating.
Yuma plugs into your current helpdesk, storefront, and data sources so your team can automate faster without rebuilding the rest of the stack.
Always-on moderation
DM handoff
Brand voice controls
Review automation
Why e-commerce leaders love their Yuma experience
“We chose Yuma AI, because of their overall multichannel accuracy. We tried help desk AI features and other AI products for our customer service but none of them made a difference. Later, we found Yuma to be the most effective option we tried. Yuma helps our customers on Trust Pilot and gets great feedback for super customer service. I think that's great!”
Learn how Yuma drives revenue, satisfaction & savings for top brands
Auto Reply
Define what happens for each type of social interaction. A positive comment gets a thank-you reply. A customer support request gets a helpful answer. Each rule is scoped by platform, interaction type, sentiment, and intent; so every customer service response matches the context.
Spam Shield
Spam, phishing links, and bot comments get flagged or hidden automatically. Spam Shield keeps your feed focused on real ecommerce customer support interactions; so your team isn't wasting time on manual cleanup.
Positive Reviews
Automatically thank customers who leave positive comments on your posts; reinforcing loyalty and encouraging future engagement.
Positive Engagement
When Social AI detects a positive comment, it can automatically reply with an on-brand thank-you that reinforces the positive interaction. This automated customer service helps amplify your brand reputation publicly.
Negative Content Management
Negative or misleading comments get flagged immediately; reducing negative exposure and protecting your brand reputation. Define rules for what gets hidden, escalated, or reviewed, so your ecommerce support team handles sensitive content on your terms.
Auto Hide
For comments that aren’t outright spam but still detract-duplicate promos, vague negativity, or spoilers-Smart Hide tucks them out of public view while logging them for later review. Genuine users see a tidy thread; you stay informed and in control without needless confrontation.
Move to DM
When a comment requires a private conversation - like order details or account issues; Social AI posts a brief public reply inviting the user to DM, then moves the customer support conversation to a private channel.
Agent Persona
Set the persona description, pick a tone (e.g., empathetic), adjust verbosity (e.g., balanced), and add custom guidelines. The result is replies that match your brand's voice consistently.