Introducing Ask Siena

Today we're introducing Ask Siena: the agent that builds the agent and the insights analyst that knows your customers. Hand it what you have, a document, a hunch, a goal, a question, in plain language, and it builds what needs building and answers what needs answering.

Siena runs customer experience for hundreds of consumer brands, and every deployment in the last 3 years was a rep: the returns document that became agent behavior, the complaint spike that traced to a carrier, the win-back effort that needed proof, the report an ops team wanted every Monday. The prompts, the questions worth asking, the integrations and their sharp edges. We know this job the way you only can from doing it hundreds of times. Everything we learned now works inside the product, for you.

Building an agent became a job

Somewhere in the last few years, quietly, building an AI agent became a real job. It has a skill set. Writing prompts that hold up in production. Knowing which questions to put to your data, and which ones waste an afternoon. Choosing the right tools and wiring them to your help desk, your Shopify store, your docs. Designing journeys that decide the right step at the right moment. Turning a policy on paper into behavior a customer actually experiences.

The job was always two-handed. One hand builds: the policies, the journeys, the automations. The other hand investigates: what customers are saying, where the experience is breaking, what to build next. Neither works without the other, because you can't build the right thing without knowing what's happening, and knowing what's happening is worthless if nothing gets built.

Almost no brand has this role on the org chart. So the work lands on whoever is closest to technical, and it queues behind their calendar. Ideas for the customer experience die waiting.

Both hands, in practice

This is the job Ask Siena does. Real moments show it better than descriptions.

The creeping-complaints hunch from that Slack thread plays out like this. Ask Siena reads the conversations, matches them to Shopify orders, and surfaces what a spreadsheet week might have found: the damage clusters around one last-mile carrier, in one region, and two of the affected customers have already tried to cancel. That's the investigating hand. Then the building hand takes over: one request turns the analysis into a playbook that runs every Monday at 9am and delivers to the ops team's Slack channel. The people who need the signal get it weekly, and they never log into Siena at all.

Another brand wanted to know whether their win-back effort was working. Their team tags orders in Shopify with "service recovery" whenever something goes wrong. Ask Siena took the tag, found every customer behind it from the first half of the year, and checked who came back to order again. The team walked away with evidence the program drives repeat purchases, the kind of proof that gets an initiative funded instead of questioned.

And the returns SOP from the first thread? It goes in as a PDF and comes back as a live policy the agent follows, configured and running in minutes. The scoping project it was waiting on never happens, because the job is already done.

Hours of extraction became minutes

Coterie's CX team lived the before and after. "We went from sinking hours of leadership time into the rabbit hole of extracting data. Now our team leads use their time to actually apply insights and coaching to the team." Rebecca Blount, Coterie's Director of CX, put a number on it: work that generally took her several hours took ten minutes.

One intelligence layer underneath

Ask Siena can do this job because of what sits beneath it. Every conversation flowing through your operation, handled by Siena or by a human, is enriched automatically: intent classified, sentiment tracked, the issue and outcome summarized, product mentions extracted. That same enriched data powers QA scoring and topic analysis across Siena Intelligence, and it's what Ask Siena reaches into when it works, alongside your Shopify customers, orders, and products, and real-time web search when the answer lives outside your own walls.

You can't get this by pointing a general-purpose AI at your help desk. The intelligence has to be built in at the moment each conversation happens, and it compounds from there.

This is why there's no blank page and no specialist required. Ask Siena starts every task already knowing your operation, and the picture sharpens with every conversation your brand has.

The job description just changed

The deepest change in software these past few years is that describing the work became doing the work. Your team already lives this shift everywhere else, drafting, researching, analyzing with AI as the partner. Building and running the customer experience has been the holdout, guarded by a job almost nobody could hire for.

That job is now something you delegate, in a sentence. Your team keeps the part machines can't do, judgment about your customers and your brand, and hands over the rest.

From ten tools and a job you couldn't staff to one agent that already knows how. One more step toward the Agent of Record for consumer brands.

Those two threads from Monday are still sitting in Slack. Now both get answered before lunch.

See what Ask Siena can do with your CX operation.