US-based Siena AI, founded by Romanian entrepreneurs, has developed an autonomous AI customer service platform designed for e-commerce. It has raised $4.7 million from a group of investors, including Sierra Ventures known for backing TeamOhana, Parri Passu Ventures, SpaceStation Investments, Village Global, The Council, and OpenSky Ventures.
This investment will support Siena’s vision to transform customer service by integrating human empathy and intelligent automation. It will use the investment to advance the world’s first Empathic AI customer service platform.
Founded in 2022 by Andrei Negrau and Lisa Popovici with nine years of e-commerce experience and are second-time founders in conversational commerce. The first e-commerce business the two founders launched was Cartloop in 2020.
Siena AI Academy’s launch
The founders plan to launch Siena AI Academy in Q1 2024, a learning hub to get teams up to speed on how to integrate AI into their customer service workflows. The curriculum is focused on courses like Building an AI Agent 101, Emotional Intelligence in AI, and The CX Metrics that Matter.
Siena transforms customer service at scale for mid-market and enterprise e-commerce businesses, generating additional revenue, automating support tickets, and significantly reducing response and resolution times.
Autonomous AI chat platform
The autonomous AI chat platform autonomously handles up to 80% of all customer interactions across over 100 languages and all channels, including e-mail, social DMs and comments. As per the company, it has resolved 80% of conversations with a 4.81 Customer Satisfaction Score (CSAT score) based on over 50,000 customer satisfaction surveys.
With a fully remote team of 23 people across the world, Siena works with dozens of e-commerce brands such as Kitsch, Simple Modern, Verb, or K18, from beauty, health and nutrition, food and beverage, and fashion.
“We started Siena from a simple question: «How can we create an AI-powered customer support solution that understands context, responds with empathy, and solves complex problems?». So, our vision was to transform customer service and create an autonomous AI that felt more like a human than a machine. Siena is already changing the everyday lives of customer service teams and consumers, but this is just the beginning. Our recent funding enables us to continue pushing the boundaries by making empathic AI the very backbone of modern CX. This pivotal moment marks not just an expansion but a redefinition of the customer service industry”, said Andrei Negrau, the Co-founder and CEO of Siena.
