Case Study: Bokksu Automates 60% of Support Queries with Siena AI

How Bokksu automates over 60% of customer support queries with Siena

Bokksu, a global e-commerce company offering authentic Asian snacks and groceries through a subscription model, faced a significant challenge in scaling its customer support. As the company grew, its customer experience team found that generic AI tools were too rigid and required excessive manual configuration to handle the wide variety of customer inquiries. They needed a more intelligent solution to automate common questions and free up agents for more complex issues, which led them to partner with vendor Siena AI.

Siena AI implemented its AI-powered customer service agent to handle Bokksu's support queries. Unlike previous tools, Siena's solution could understand nuance, such as deciphering the true intent behind subscription cancellation requests by reviewing past customer interactions and account details. This implementation automated 60% of ticket responses and dramatically reduced resolution times from five hours to under one hour, slashing first response times from days to minutes and resulting in overwhelmingly positive customer feedback.

Bokksu

Kelan Bonislawski

Senior CX Manager