Case Study: Prose scales personalized customer support with Siena AI

Prose automates over 50% of inbound conversations with Siena AI

Prose, a personalized beauty products company, faced the challenge of scaling its highly customized customer support to meet rapid growth. With each product considering over 80 factors, onboarding new agents was time-consuming, making it difficult to handle a surge in inquiries without compromising their high-quality, personalized CX. To address this, Prose chose to implement an AI-powered customer service agent from vendor Siena AI.

By implementing Siena AI's solution, Prose created a tailored AI agent named Sabine that automated repetitive tasks like order cancellations. This allowed human agents to focus on complex advisory requests. The results were significant, as Siena AI helped automate over 50% of inbound conversations, far exceeding their initial 25% goal. This dramatically improved team efficiency and morale while enhancing the overall quality of customer communication.

Prose