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How Omnie uses Yuma

7 hours to 1 hour

“The average first-response time (FRT) also dropped from 7 hours to 1 hour.”

As published on yuma.ai, May 2025. Captured by usedby on Oct 5, 2026.

What happened

Omnie, a customer-service solutions provider, uses Yuma's autonomous AI to handle support for 12 e-commerce client businesses. The AI resolves routine inquiries such as shipment tracking and review replies, in multiple languages and around the clock, while human agents handle complex issues.

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

  • 50%“Omnie achieved 50% full automation rates for its top clients with Yuma.”
  • 9 full workdays“one client, in particular, saved 9 full workdays in the last 30 days.”
  • 12“Omnie is currently serving 12 clients with Yuma's AI (and growing).”

Omnie achieved 50% full automation rates for its top clients with Yuma. The average first-response time (FRT) also dropped from 7 hours to 1 hour.

From the page. yuma.ai, captured Oct 5, 2026

I started my career as a frontline CSR 30 years ago when the whole concept of CS was brand new. It used to take at least 10 minutes to answer a query like 'where's my order'. The AI can do it instantly with 100% accuracy. Yes, it saves so much time, but most importantly, it saves the brains of our human agents. It frees up time for work that really needs to be handled by humans.

Elizabeth Cuffe, Implementation Lead at Omnie, Omnie. Source, captured Oct 5, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 5, 2026.

  • The figure: 7 hours to 1 hourCheckedPrinted word for word on the page, near the name of Omnie.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Omnie.
  • The numbers in our summaryCheckedEach one is printed on the page.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Omnie uses YumaCheckedConfirmed line. Latest check across sources: Oct 5, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

87%“The brand reports an 87% drop in average response times”Glossier uses Yuma. Another customer of Yuma12 minutes“Today, first response time holds steady at around 12 minutes.”Javvy Coffee uses Yuma. Another customer of Yuma90%“cut average resolution times by 90%”Finn uses Yuma. Another customer of Yuma