I like that we can create different personas for a more personalized response. Review collected by and hosted on G2.com.

I think it would be nice if they could partner with more platform like Notion for Knowledge Sources. Review collected by and hosted on G2.com.

I love how user friendly the interface is. It's really easy to make automations and i really love how you can test automations in the playground. Review collected by and hosted on G2.com.

Recently the Ai assistant suggestions can be repetitive recently. Sometimes it suggests things already exists within the automation or the library Review collected by and hosted on G2.com.

Ever since using Siena our ticket handling time has been better. We can really see improvements in customer service. Review collected by and hosted on G2.com.

There are a few instances wherein Siena won't route to a human representative for out-of-scope questions and closes the tickets by itself without getting resolved. Review collected by and hosted on G2.com.

The support is fantastic and they are always available to help when needed. Its cut down the amount of time our support staff are answering FAQ and streamlined the process. Once you get your head around how the automations work you can tailor the responses very easily. Review collected by and hosted on G2.com.

It does take a bit of time to program the automations but it is definitely worth it. Review collected by and hosted on G2.com.

Siena AI has completely transformed the way our company handles customer service, making it an indispensable tool in our daily operations. This cutting-edge platform boasts an impressive 65% automation rate, which has not only streamlined our processes but has also empowered our agents to concentrate on resolving complex customer scenarios effectively. The impact it has had on our company is nothing short of remarkable.

the increase in our response rate has been nothing short of impressive. Customers now receive prompt and accurate responses, leading to higher levels of satisfaction and trust in our brand. Siena AI has become the backbone of our customer service operations, ensuring that our clients receive the attention

The support we have received from the Siena team has been exceptional. Right from the start, they have been hands-on, guiding us through the implementation process and providing invaluable insights to maximize the platform's potential. What sets them apart is their proactive approach in keeping us informed about the latest product releases and updates. We appreciate their continuous communication and their willingness to assist us with any troubleshooting issues promptly. Review collected by and hosted on G2.com.

It can create responses with inaccurate information but its a quick fix and I typically dont see the same error again. Review collected by and hosted on G2.com.

Siena has been a game changer for the Bokksu Support Team. Set up is painless, and the Siena control panel is easy to use. Siena was immediately able to help reduce our response times over 95% , our resolution times, over 35%, all without damaging our CSAT ratings. The Siena team has been very communicative and helpful, often implementing useful features when requested. Review collected by and hosted on G2.com.

Nothing so far! Some of our processes can be operationally complex, so Siena isn't able to answer every ticket, but Siena's first response always help reduce customer waiting time's and helps provide additional context to our support team. Review collected by and hosted on G2.com.

It's easy to dowload a software and hope for the best but at least with Siena you have multiple agents assisting you along the way. Not only do they check up on you, they also bring forth meaninful change that isnt found in other companies. I hardly speak with most of my reps but with Siena, I have a dedicated team that is constantly working to make improvements. I am incredibly pleased with the progress and support along the way. The whole UI is incredibly straight forward and easy to use and I couldnt be happier. Review collected by and hosted on G2.com.

I do understand that this software is a work in progress and that it needs some time for refinement. As of right now I do not have any dislikes at this time. Review collected by and hosted on G2.com.

We only have six full time employees, two of them on customer support, but with thousands of orders per month, it's more than we can handle. Siena is freeing up our customer support team to take the harder tickets and provide better service, while Siena handles the majority of one-touch tickets like order status or setup help. I can't imagine going back to pre-Siena for our customer support. The reviews of the interactions are also frankly higher than our human agents. The speed (less than one minute) definitely has something to do with it. Not to mention, the accuracy is very good in recognizing intent and structuring an appropriate reply. Review collected by and hosted on G2.com.

The hardest part is devoting the time to starting up. You need to be willing to go through your macros or however you organize your responses and SOPs. Since we signed up, Siena has automated some of this, though, and now just suggests automations by looking at real support tickets. I frankly think this is a good process to go through anyways as macros get out of date or were never accurate to begin with. Review collected by and hosted on G2.com.

We have been beyond impressed with both the tool and the Siena team! We were initially looking for an AI chatbot solution, and surprised to learn that Siena offers much, much more. The decision to go with Siena was a no brainer. The interface is incredibly intuitive to use, and the team at Siena has been accessible and hands on throughout the implementation process (Lisa, Andrei and Mike have been wonderful!). The fact that they were willing and able to build a customized integration for our subscription tool was awesome! We have been pleased with just how empathic and human-like the personas are. Within a matter of weeks, our automation rate was approaching a surprising 60%. And as an added bonus, our CSAT score remained above a 90%, even during the early stages of implementation. Our first reply times have also improved. We're so excited to continue to train the tool and refine responses. Using Siena for social media response is our next big unlock! Review collected by and hosted on G2.com.

We've had such an amazing experience so far! Review collected by and hosted on G2.com.

Siena has been able to automate routine customer inquiries at an almost human-like level allowing us to field repetitive requests and spend more time on complicated tickets without sacrificing a superior customer experience. Creating new automations is relatively easy after getting over the initial learning curve, and once the library is built out, Siena has a great answer for around 80% of new tickets we receive. Review collected by and hosted on G2.com.

Like any new product, there's a very large learning curve, even moreso with AI products. Onboarding could be a little more involved for brands that don't have as much AI experience. New features and product updates could also be communicated a little more effectively. Review collected by and hosted on G2.com.