Case Study: FÜM achieves faster, more personal customer support with Siena AI

Fum cuts response times by 99.75% with Siena AI

Fum, a company dedicated to helping people quit smoking and vaping, faced the challenge of scaling its customer support without losing the personal, empathetic connection that is core to its mission. During a period of rapid growth, they needed a solution that could handle increased volume while maintaining an authentic brand voice, despite having limited historical data. They turned to the vendor Siena AI for a highly customizable support solution.

Siena AI implemented a personalized support agent named "Jenn" that was integrated directly into Fum's systems, allowing it to manage orders and subscriptions. The results were significant, including a 99.75% improvement in response time, reducing it from over 24 hours to under 4 minutes. The solution from Siena also handles half of all initial customer contacts and resolves 150% more tickets weekly, all while achieving customer satisfaction scores on par with human agents.

Fum