Siena – an AI-focused customer service company – recently announced it raised $4.7 million in funding. This funding round was provided by Sierra Ventures, Parri Passu Ventures, SpaceStation Investments, Village Global, The Council, OpenSky Ventures, and SuperAngel.Fund.
Siena co-founder and CEO Andrei Negrau pointed out that AI has always promised convenience, but in the customer service sector humans are always requested instead. Scripted AI-powered customer support flows often drive frustrating interactions. So Siena is being branded as the “world’s first empathic AI customer service platform.”
“A year ago, my co-founder Lisa Popovici and I started Siena with a simple question: How can we create an AI-powered customer support solution that understands context, responds with empathy, and solves complex problems The vision was to make customer service more human. We’d need to create an autonomous AI that felt more like a human than a machine. But bringing this idea to life meant reimagining how AI interacts with end-users and AI Specialists (the people that manage the AI system),” wrote Negrau in a blog post. “Six months after launching, Siena is already as effective, if not better, than some of our customers’ #1 human agent. Siena already resolves 80% of conversations with a 4.81 Customer Satisfaction Score (CSAT score).”
Siena AI autonomously handles up to 80% of all customer interactions across over 100 languages and all channels (including email, text, social DMs, and comments) with an alignment score of 99.7%, setting a new standard where businesses can rely on AI to hold meaningful conversations with customers and offer them real solutions – as effectively as a human agent.
Plus, Siena offers this superior customer experience at scale – unlocking business growth for mid-market to enterprise e-commerce businesses. By answering pre-sale questions such as “How can I apply my coupon code?”, “How can I place an order?” or “What product is best for my kids?” brands convert shoppers who browse online faster and without missing out on any sales opportunities.
These are some of the other metrics that are being heavily impacted include generated revenue, ticket automation rate, first response and resolution time. For example:
– $46,340 in additional revenue generated by Siena over a 90-day period for Kitsch
– 79% of support tickets automated for Simple Modern
– 60% drop in first response time and 45% drop in resolution time for Everyday Dose
The company will soon launch Siena AI Academy, a learning hub to get teams up to speed on how to integrate AI seamlessly into their customer service workflows. And the curriculum is focused on courses like ‘Building an AI Agent 101’, ‘Emotional Intelligence in AI,’ and ‘The CX Metrics that Matter.’
