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Siena handles thousands of tickets for us each month, responding just like a member of our team. She has the perfect balance of empathy and information, ensuring our customers get the support and knowledge they need to succeed. In our industry, there is a lot of information to know and each situation is unique. Siena has been great with providing tailored information for many unique situations or obtaining additional details needed for our team to address concerns/issues.
The Siena platform is easy to use and navigate, and their team is always there for assistance. Most importantly, their team is always looking to improve their product. So many amazing features have been added this year alone. Cannot wait to see what else they come up with! Review collected by and hosted on G2.com.
As others have mentioned, there seems to be issues/inconsistencies with AI in general, however, the Siena team responds quickly to address these issues. Review collected by and hosted on G2.com.
27 out of 28 Total Reviews for Siena AI
Overall Review Sentiment for Siena AI
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Siena AI is seriously amazing! They’re not just leading the AI industry—they’re completely redefining it. Every interaction feels like you’re their top priority, and they’re so focused on solving real problems in ways that actually matter. They bring together creativity, care, and incredible ideas in such an effortless way. Honestly, working with them is hands down the best decision you’ll make in the AI world! SO grateful for these amazing people and this incredible company. We started using them when they were brand new, and they have literally knocked it out of the park. They offer one step integration with many helpdesks, a "playground" where you can easily test out automations in a real life setting, and are constantly adding new features and improvements. Simple Modern LOVES Siena! Review collected by and hosted on G2.com.
The biggest "downside" (if you can even call it that), is simply just the unpredictability of using AI in general. But honestly, that’s just part of it with any AI system! It has a mind of its own at times, but Siena is always on top of it. If anything goes off track, their customer support and assigned CSM are quick to fix it and work with you, and it’s clear that they truly care about giving you the best experience. Review collected by and hosted on G2.com.
Siena has allowed us to significantly decrease our BPO hours while simultaneously increasing our positive customer interactions. The Siena team has proven their commitment to our team by assisting in automation set up, quickly troubleshooting issues, and helping to further improve our entire CX. Review collected by and hosted on G2.com.
It can take a bit to learn the ins and outs of Siena, but with the teams help we have been able to continue to learn the platform. Review collected by and hosted on G2.com.
Siena AI makes it easy to automate inbound volume in an extremely customizable and user-friendly way. Through Siena's dashboard, you have the ability control and test your automations and make necessary improvements all on your own and without the need for an internal engineer. Siena's team is extremely helpful and responsive. They really work to help you get the best results for your specific account. Siena's Custom Integrations feature is also a game changer! They make integrating with most systems extremely simple. Review collected by and hosted on G2.com.
As with all AI, there is always a slight chance of hallucination in a response or an incorrectly tiggered intent. Although this does happen on rare occasions, Siena's team always provides the assistance required to help increase accuracy and improve the quality of your automations. Review collected by and hosted on G2.com.
Siena has some great qualities for an AI support partner. They're constantly rolling out feature upgrades and new offerings to improve the service and are there to support you if you have any questions while working in the platform. They're open to feedback and are super collaborative/open to requests. If you're looking for something highly customizable with good people behind it, try Siena. Review collected by and hosted on G2.com.
Initially there were some platform bugs but honestly they've pretty much all been addressed. Review collected by and hosted on G2.com.
For the most part, Siena answers tickets well. She's able to give accurate information to customers to those who ask for it, as well sends tickets to human support when she finds she can't support them. Review collected by and hosted on G2.com.
There are times when Siena will draw out a conversation instead of routing it to a Human to solve, as well as closing out tickets when A customer asks a question but it doesn't warrant a follow-up by her. It's probably a mistake on our part, but it's never good to keep someone waiting on a response. Review collected by and hosted on G2.com.
Siena has been instrumental in building our Customer Success team. We have been able to automate the majority of our incoming customer inquiries with little backlash. Siena's ability to mimic human interaction, show sympathy, and convey confidence in each interaction has really helped build trust in our customer base as well as make them feel comfortable with us as a company. Their dashboard makes it easy to train, review, and build each persona to better assist each type of customer. Installation is very easy since we use Shopify and our CSM Kayla is awesome to work with! She's very knowledgable and always has something new for us to implement. Review collected by and hosted on G2.com.
There are times where Siena will route a conversation to our live agents, but continue responding thinking that its a "new" conversation. It adds confusion to the interaction and leads to negative surveys for our live agents. Review collected by and hosted on G2.com.
Siena empowers our agents to focus on high-touch tickets, ensuring they can provide extra care where it matters most, while handling Auto-Renew and Subscription questions faster than ever before. Review collected by and hosted on G2.com.
Like any AI, Siena requires ongoing fine-tuning. This isn’t a drawback but rather something to be mindful of—it’s not a 'set it and forget it' tool, much like managing a human agent. Review collected by and hosted on G2.com.
Siena isn’t just riding the AI gold rush their team is actually poised to outlive it due to their thoughtful design, solid foundation, and a team that truly grasps the essence of good CX.
Bottomline- it's a thoughtful solution from a winning a team. Review collected by and hosted on G2.com.
It's straightforward to implement, but you do need a little bit of patience to test and craft effective prompts. They do provide a user-friendly certification course that walks you through the process step by step. I'm not familiar with another product on the market that offers such comprehensive control over the customer experience. Review collected by and hosted on G2.com.
I think that Siena is great for businesses who get the same questions everyday from customers. We love that we can train Siena like an agent and that she can take care of the easy responses (and some tougher ones) so our agents can focus on other inquiries. Review collected by and hosted on G2.com.
We love Siena overall - the only thing we would change is her "hallucinations" she goes through sometimes. But even those, the Siena team is always happy to help. Review collected by and hosted on G2.com.
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.
