Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
Petlibro · Yuma AI
Vendor-reportedRetail & e-commerceUnited StatesIn productionMid-marketLLMLive 2024
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by yuma.ai (vendor self-report). Checked against the source page on 2026-09-05. 4 of 4 figures below appear on that page word for word.
The problem
Customer support struggled to scale with surging demand, hiring/training agents for complex hardware was difficult, and 24/7 support was lacking.
What was deployed
- Vendor
- Yuma AI
- Products
- Autopilot, Time Savers
- Technique
- LLM
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Scale
- 79% of all support tickets automated; 20+ product lines supported
- Timeline
- 6 months
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
79%automation rate
“Since implementing Yuma AI, Petlibro has fully automated 79% of all support tickets.”
Quoted word for word from the source
reduction in support costsannually
“That's about 20% reduction in support costs in under six months.”
Quoted word for word from the source · round percentage, no baseline given
full-resolution-time
“With AI, the company has reduced their full-resolution-time by 30%.”
Quoted word for word from the source · round percentage, no baseline given
eliminatedneed to hire new agentsfrom at least 3 new agentsSix months ago
“Six months ago, Petlibro faced the need to hire at least 3 new agents to manage the demand. Yuma AI's integration eliminated this necessity, reducing the hiring overhead.”
Quoted word for word from the source
agent expenses savedyearly
“The company saves five digits yearly on agent expenses.”
Quoted word for word from the source
ensured24/7 supportfrom challenging
“Yuma AI ensures that queries are answered 24/7.”
Quoted word for word from the source
“I would say it's a perfect solution, especially for shopify merchants. Yuma truly goes beyond. It not just converses but automates external actions in 3rd party services. Which is a game changer.”
Difficulties and limits
- Onboarding and training new human agents takes 2 months, and some agents struggle to grasp complex hardware-support knowledge
- Distributed support team while most customers are in North America and Europe, making instant round-the-clock replies difficult
- January 2024 holiday season caused the biggest surge in ticket volume yet
Sources
- yuma.ai — vendor self-report, 2025-06-24
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