Case Study: immi cuts response times from 24+ hours to minutes with Siena AI

How immi reduced response times from 24+ hours to minutes with Siena

immi, a high-growth brand for healthy instant ramen, faced the challenge of scaling its customer service efficiently without sacrificing its conversational brand voice. As a lean startup, hiring more agents was too costly and time-consuming, yet their goal of resolving every ticket within 24 hours was difficult to meet with a traditional support system. They needed a solution to automate FAQs while maintaining their personalized, approachable tone and required Siena AI's help.

By implementing Siena AI, immi automated over half of all ticket responses, allowing their team to focus on complex queries. The solution provided by Siena AI delivered reliable, on-brand answers to FAQs and escalated nuanced issues to human agents. This resulted in response times dropping from over 24 hours to just minutes, significantly improving efficiency and enabling the team to scale customer service effectively.

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