Case Study: Fresh Clean Threads achieves 91% CSAT with Siena AI

Fresh Clean Threads maintains 91% CSAT while automating Tier 1 CX with Siena AI

Fresh Clean Threads, a direct-to-consumer men's basics brand, faced the challenge of scaling its customer support without sacrificing quality or its personal tone. Their team was spending too much time handling repetitive Tier 1 tickets, and Director of Customer Experience Sydney Chestler sought a solution from vendor Siena AI that could automate these interactions while maintaining the brand's empathetic voice.

By implementing Siena's AI agent, named Taylor, Fresh Clean Threads automated a significant volume of simple inquiries like order tracking. The solution, which learned the brand's tone directly from its website, achieved a 91% CSAT score while resolving automated tickets in an average of 7.3 minutes. Siena AI handled 18% of all incoming tickets, freeing human agents to focus on more complex and strategic work.

Fresh Clean Threads