Maia AI Technical Account Manager

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What Maia does

Maia is Yuno’s AI Technical Account Manager. She works alongside your Yuno team to answer technical questions, investigate payment behavior, and resolve integration issues, using the context of your organization’s setup rather than generic answers. Maia investigates before she answers, remembers your integration’s context from one conversation to the next, and when a question needs a human, she hands it to your Yuno team with the diagnosis already done.

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Where to find her

Maia is available in two places, and she’s the same Maia in both: she knows your organization, your integration, and your history wherever you reach her.

• Chat widget: Write your question in the support chat you already use and include the word “Maia” anywhere in the message. She joins the conversation and picks it up from there.
• Slack: If your team shares a Slack channel with Yuno, tag @Maia (TAM) in your message and she replies in the thread.

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What Maia can help with

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Payment investigation

Ask about a specific payment and Maia traces what happened across the payment flow, the request, the provider’s response, and the resulting status, and explains it in plain terms: why a payment was declined, how a refund progressed, or what a provider’s response code means for you. Maia: The refund was accepted by the provider on Aug 2 at 14:07 UTC and is marked as settled on their side since yesterday. GCash credits can take up to 3 business days to appear in the customer’s wallet, this one is inside that window. If it hasn’t landed by tomorrow, I’ll escalate it with the provider reference already attached.

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Integration and documentation questions

Maia answers questions about integrating and operating on Yuno, including API behavior, payment methods, tokenization, 3-D Secure, webhooks, and sandbox testing, grounded in Yuno’s current documentation and aware of how your integration is configured. Maia: Yes, 3DS can be requested per transaction when you create the checkout, so you can enforce it only for the segments you choose. Your routing rules evaluate after authentication, so an enforced 3DS challenge doesn’t change which provider the payment routes to. Given your current setup, enforcing it only on first-time cards would add friction where it pays off most.

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Webhook and event visibility

Maia checks what Yuno sent you and when: whether a webhook fired for a given payment, what event types your endpoint received, and whether deliveries are being retried, so “we never got the notification” stops being a mystery. Maia: The refund on order 8842 did trigger a notification yesterday at 16:32 UTC and your endpoint acknowledged it. For refunds, the event type to listen for is the refund status update, I can list the exact event types enabled for your account if you want to double-check your handler.

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Performance and pattern analysis

Beyond single transactions, Maia analyzes patterns in your payment activity: approval rate changes, decline clusters by payment method or provider, and routing behavior, useful both for troubleshooting and for spotting optimization opportunities. Maia: Your approval rate in Peru moved from 89% to 81% this week. The drop concentrates in wallet payments through a single provider — cards are stable, and your traffic mix didn’t change. The pattern points to the provider’s side rather than your integration; want me to escalate it to your Yuno team so they confirm with the provider?

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Incident triage

When something breaks, Maia checks the recent activity of your integration, including errors, unusual response patterns, and affected volume, and tells you where the problem sits: on the provider’s side, on Yuno’s side, or in the integration itself, so the fix starts in the right place. If it’s the provider, she says so explicitly and coordinates the escalation accordingly. Maia: The INVALID_CHECKOUT_SESSION errors started at 09:14 UTC and affect only sessions older than 60 minutes, your checkout is reusing expired sessions after a page refresh. Nothing changed on Yuno’s side. Creating a fresh session on refresh clears it; I’ve noted the affected volume in case you want it for your incident report.

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How Maia works with your team

Escalation with the work already done. Maia doesn’t replace your Yuno team, she makes it faster. When a question requires human judgment, a production change, or coordination with a provider, she escalates it with a structured summary: what was checked, what was found, and where the issue points. You never repeat yourself, and your team starts from a diagnosis instead of from zero. She follows up, so you don’t have to. Escalated tickets don’t go quiet. Maia keeps watching them: if an escalation sits without movement, she chases it, nudging the right people and keeping you informed of progress. She remembers your context. Maia keeps the context of your integration and your past conversations. The second time you talk about the same provider, the same error, or the same project, you don’t start over, she does. In your language. Ask in English, Spanish, Portuguese, or the language your team works in, Maia follows your lead.

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Data and security

• Scoped to your organization: Everything Maia sees and answers with comes exclusively from your own organization’s data and configuration. Isolation between merchants is enforced at the platform level; it is not something a conversation can change.
• No credentials, ever: Maia never asks for passwords, API keys, or card numbers, and refuses requests to display or handle them.
• Read-only by design: Maia investigates and explains; she does not modify your integration, execute payments, or change configuration.
• A human is always reachable: Any conversation can be escalated to your Yuno team at any point, automatically when Maia judges it necessary, or immediately when you ask.

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Getting access

If you don’t see Maia in your chat widget or your Slack channel yet, ask your Yuno account team to enable her for your organization. There is no integration work required on your side.