Siena AI

Siena AI is an autonomous customer service platform designed for ecommerce businesses. Founded in 2022 by Andrei Negrau and Lisa Popovici, Siena AI leverages artificial intelligence to handle up to 80% of daily customer service interactions across over 100 languages and multiple communication channels including email, text, social media direct messages, and comments. The platform aims to provide immediate, empathetic responses to customer inquiries while maintaining the brand's unique voice and style.

Siena AI's technology is built on three key pillars: human-like empathy, task completion, and human reasoning. It utilizes a cognitive reasoning-based engine (CORE) to determine the best resolution path for complex customer service issues. The platform can handle multiple tasks within a single interaction, such as accessing order data, requesting product photos, changing shipping addresses, and arranging product replacements. Siena AI also features an AI Personas capability, allowing businesses to create custom personas that align with their brand voice across different communication channels.

As of November 2023, Siena AI had amassed 65 customers, including brands like Kitsch, Simple Modern, Everyday Dose, Verb, and K18. The company reports that its clients have experienced significant improvements in customer service metrics, including a 79% automation rate for support tickets, a 60% reduction in first response time, and a 45% decrease in resolution time. Siena AI has also demonstrated its effectiveness with a 4.81 Customer Satisfaction Score based on over 50,000 customer surveys.