# How Glossier uses Yuma

**87%**: “The brand reports an 87% drop in average response times”

As published on [yuma.ai](https://yuma.ai/case-studies/a-glossier-touch-elevating-customer-experience-with-yuma-ai), March 2026. Captured by usedby on 2026-10-05.

- Company: [Glossier](https://www.usedby.ai/companies/glossier.md)
- Tool: [Yuma](https://www.usedby.ai/tools/yuma.md)
- Industry: [Beauty & Cosmetics](https://www.usedby.ai/companies/industry/beauty-cosmetics.md)
- Teams: Customer Experience

## What the story says

Glossier uses Yuma to automate customer support tickets such as where-is-my-package inquiries and order cancel/change requests. The AI opens tracking links, determines shipment status, and replies, while escalating sensitive tickets to human agents.

Summary written by usedby from the source page, in English. The figures are those of Yuma and Glossier, not ours.

> By setting up AI agents to engage with customer inquiries where reply times matter most, Glossier drastically sped up first-response metrics across the board. The brand reports an 87% drop in average response times, freeing human agents to handle more nuanced and community-driven inquiries.

- **91%**: “With Yuma, they saw a 91% accuracy rate, right from the start, when parsing tracking links, assessing status, and responding to customers autonomously.”

> We barely had to think about the technical side. Yuma just worked, right out of the box.
>
> Amy Kemp, Director of CX

> If we were going to use AI for this use-case, we needed an AI solution that wouldn't just say 'Your order is shipped.' The AI would have to open tracking links, parse the details, and figure out what's really going on, just like a human agent would.
>
> Amy Kemp, Director of Omnichannel Customer Experience

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the figure 87% is printed word for word on the page, near the name of Glossier.
- Checked: the passage quoted above is copied word for word from the page, near the name of Glossier.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Glossier uses Yuma. Confirmed line. Latest check across sources: 2026-10-05.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/glossier-yuma · How we check: https://www.usedby.ai/methodology