# 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](https://yuma.ai/case-studies/omnie-and-yuma-ai-reshaping-e-commerce-customer-service-together), May 2025. Captured by usedby on 2026-10-05.

- Company: [Omnie](https://www.usedby.ai/companies/omnie.md)
- Tool: [Yuma](https://www.usedby.ai/tools/yuma.md)
- Customer since (as the page says): Omnie partnered with us in April 2023

## What the story says

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.

> 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.

- **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).”

> 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

## What usedby checked

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

- Checked: the figure 7 hours to 1 hour is printed word for word on the page, near the name of Omnie.
- Checked: the passage quoted above is copied word for word from the page, near the name of Omnie.
- Checked: each number in our summary is printed on the page.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Omnie 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/omnie-yuma · How we check: https://www.usedby.ai/methodology