Siena vs Gorgias

Save months before hitting Gorgias AI automation walls

Siena is what brands switch to when add-ons fall short. Specialized agents for support, sales and insights that work like magic.

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We found Siena to be the most powerful solution for AI customer support. The nice thing is that we were able to take Siena and all the training we did with it and move it to a more enterprise CX platform that better suited our needs.

Jeremy Thurswell

COO

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AI is the game changer for our customer service, and while we love our friends at Gorgias, we use Siena AI for this and have done so for almost 2 years. Highly recommend.

Rachel Reid

CEO

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There are so many Al tools popping up every day, but Siena Al consistently is leaps.

Cate Marquese

CXO

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We chose Siena over the competition because it has real control over automations, the best admin UI, and it’s built for ecommerce. Our team now focuses on complex tickets while Siena covers 24/7 support.

Bryan Porter

Co-founder, Chief eCommerce Officer

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When I compared all the AI solutions, I asked: who can provide the ultimate customer experience that I can fine-tune for any scenario? The only logical choice was Siena.

Mitch Ancellotti

Head of Operations

How is Siena different from Gorgias?

	SIENA AI	GORGIAS AI SUITE
Remembers every customer	Each interaction builds memory, deepening relationships and surfacing insights	Customers repeat themselves, no business insights
Tailor tone and style	Multiple agent personas per channel with rich tone and style	Single agent persona with limited tone presets
AI-Native or Add-on?	AI-Native platform built from the ground up	Add-on to legacy ticketing system
Knowledge & Sources	Domain-level crawl, Google Docs & Sheets, unlimited sources	Manual sub-page entry only, capped at 10 URLs
Pre-launch testing	Inline playground with step-by-step reasoning for confident deployments	Basic test view with minimal reasoning trace
Configurable response time	Set custom delays per channel for natural conversation flow	Instant responses only
Flexible AI disclosure	Full control over AI disclosure	AI disclosure required, no flexibility
QA coverage	Evaluate 100% of your conversations against criteria you write in plain language	Lacks an integrated QA automation layer
Review management	Fully automates review moderation and responses	No moderation and responses, no automation

	SIENA AI	GORGIAS AI SUITE
Remembers every customer	Each interaction builds memory, deepening relationships and surfacing insights	Customers repeat themselves, no business insights
Tailor tone and style	Multiple agent personas per channel with rich tone and style	Single agent persona with limited tone presets
AI-Native or Add-on?	AI-Native platform built from the ground up	Add-on to legacy ticketing system
Knowledge & Sources	Domain-level crawl, Google Docs & Sheets, unlimited sources	Manual sub-page entry only, capped at 10 URLs
Pre-launch testing	Inline playground with step-by-step reasoning for confident deployments	Basic test view with minimal reasoning trace
Configurable response time	Set custom delays per channel for natural conversation flow	Instant responses only
Flexible AI disclosure	Full control over AI disclosure	AI disclosure required, no flexibility
QA coverage	Evaluate 100% of your conversations against criteria you write in plain language	Lacks an integrated QA automation layer
Review management	Fully automates review moderation and responses	No moderation and responses, no automation

The intelligence layer for commerce

The commerce agent CX teams prefer

Frees your team from ticket firefighting to focus on strategic work

Handles complex customer needs in your brand's authentic voice

Absorbs growing customer volume with your existing team

Hey! Need help with an order I placed yesterday—I forgot to apply my discount code.

No worries! I’ve got your order pulled up. I can apply the code “WELCOME15” and refund the difference—ready to go?

Yes please! Appreciate it.

Done. Also noticed you’ve bought from our skincare line twice—our new serum just dropped and it’s a perfect match. Want me to add it to your cart with 10% off?

Omg yes! That sounds amazing.

Hey! Need help with an order I placed yesterday—I forgot to apply my discount code.

No worries! I’ve got your order pulled up. I can apply the code “WELCOME15” and refund the difference—ready to go?

Yes please! Appreciate it.

Done. Also noticed you’ve bought from our skincare line twice—our new serum just dropped and it’s a perfect match. Want me to add it to your cart with 10% off?

Omg yes! That sounds amazing.

Review management on autopilot

Moderate reviews, respond at scale with your brand voice, and extract insights that inform product decisions.

Catches and moderates inappropriate reviews automatically

Boosts SEO and GEO with fresh, on-brand review responses

Frees your team to focus on critical recovery cases

chart-simple



Generate personalized review responses at scale

Kathy Simpson

Lynwood, WA

Great product!

Hey Kathy! So glad you liked it, here is a 10% discount for your next purchase

chart-simple



Automatic reviews moderation

chart-simple



Generate personalized review responses at scale

Kathy Simpson

Lynwood, WA

Great product!

Hey Kathy! So glad you liked it, here is a 10% discount for your next purchase

chart-simple



Automatic reviews moderation

Memory that makes CX magical

Connect every customer touchpoint into one continuous thread. Deliver personalized experience and extract insights that improve your operations.

Persistent context across all channels

Personalization based on full customer history

Surfaces customer feedback in real time so you can fix issues immediately

Has my sculpting shorts order shipped yet?

Just went out! You'll have it Friday.

Perfect! Hope XL fits, sometimes I need Large.



5 weeks later

Looking for those sculpting shorts in high-waisted.

We have those! You mentioned being between L and XL before. Which worked better?

XL was loose. L would be perfect!

Has my sculpting shorts order shipped yet?

Just went out! You'll have it Friday.

Perfect! Hope XL fits, sometimes I need Large.



5 weeks later

Looking for those sculpting shorts in high-waisted.

We have those! You mentioned being between L and XL before. Which worked better?

XL was loose. L would be perfect!

Shopping Agent that closes sales

Guide customers from product discovery to checkout with intelligent recommendations based on purchase history, conversation context, and real-time catalog data.

Provides expert product guidance and recommendations in real time

Works across on-site widgets, email, SMS, chat, and social media

Tracks revenue attribution from initial conversation through purchase

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Voyager Tumbler - Signature

$37.99

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How does the leak-resistant lid prevent spills?

Can it keep drinks cold for over 24 hours?

How does the handle improve on-the-go usability?

What can I help you with?

Voyager Tumbler - Signature

$37.99

Add to cart

How does the leak-resistant lid prevent spills?

Can it keep drinks cold for over 24 hours?

How does the handle improve on-the-go usability?

What can I help you with?

Hey! Need help with an order I placed yesterday—I forgot to apply my discount code.

No worries! I’ve got your order pulled up. I can apply the code “WELCOME15” and refund the difference—ready to go?

Yes please! Appreciate it.

Done. Also noticed you’ve bought from our skincare line twice—our new serum just dropped and it’s a perfect match. Want me to add it to your cart with 10% off?

Omg yes! That sounds amazing.

Hey! Need help with an order I placed yesterday—I forgot to apply my discount code.

No worries! I’ve got your order pulled up. I can apply the code “WELCOME15” and refund the difference—ready to go?

Yes please! Appreciate it.

Done. Also noticed you’ve bought from our skincare line twice—our new serum just dropped and it’s a perfect match. Want me to add it to your cart with 10% off?

Omg yes! That sounds amazing.

Brands using Siena automate up to 80% of customer interactions, achieving faster response times, quicker resolutions, and higher customer satisfaction.

98%

Faster response time

90%

Faster resolution time

+94.7%

Average CSAT

Integrate with your existing stack

Custom Apps

Explore all integrations

FAQ

Can Siena work across multiple channels? icon

Absolutely. Siena works across email, SMS, chat, WhatsApp, social media (Instagram, Facebook, TikTok), voice, and more—all from a unified AI that maintains context across channels. Your customers get the same experience whether they reach out on Instagram or email.

Does Siena handle pre-purchase and post-purchase interactions? icon

Yes. Siena's Shopping Agent handles product discovery, recommendations, and conversions, while the Customer Service Agent manages post-purchase support like returns, exchanges, and tracking.

Why does Siena include implementation support instead of self-service setup? icon

Because high-quality automation requires expertise most brands don't have yet. Our implementation team manages setup from day one: connecting systems, structuring your knowledge base, and configuring automations that mirror your business. We apply proven frameworks from hundreds of implementations to get your workflows performing at production quality before launch. Other platforms rely on self-service because their automation is limited to basic deflection. Siena powers complex workflows like returns, exchanges, and subscription management. You reach reliable automation faster than trial and error.

What's the difference between Siena's pricing and Gorgias's pricing model? icon

Siena uses transparent per-conversation pricing. You know exactly what you're paying for—no hidden formulas, no debates over what counts as "resolved." Gorgias uses outcome-based pricing, which sounds appealing but creates disputes over resolution definitions and unpredictable costs. With Siena, cost = conversations × rate. Simple.

Does Siena require me to use a specific helpdesk? icon

No. Siena sits on top of your existing helpdesk—whether that's Zendesk, Kustomer, Gorgias, Dixa, or others. You can switch helpdesks anytime without losing Siena. Gorgias AI only works with the Gorgias helpdesk, locking you into their ecosystem. If you ever want to change your helpdesk, you lose your AI investment with Gorgias.

What if I want to switch from Gorgias to another helpdesk in the future? icon

With Siena, switching is seamless. Siena integrates with major helpdesks like Zendesk, Kustomer, Dixa, Gladly, and Intercom, so you can move platforms while keeping all your AI automations, workflows, and training intact. Gorgias AI is dependent on the Gorgias helpdesk. If you leave Gorgias, you start over.

Why do brands choose Siena over Gorgias AI? icon

Brands choose Siena because it's built AI-native from the ground up, not bolted onto an existing helpdesk. Siena delivers 80% automation rates that remain stable and improve over time. Siena works on top of your existing helpdesk (Zendesk, Kustomer, Gorgias, etc.), so you're never locked in. If you want to switch helpdesks, Siena moves with you

Is Siena suitable for enterprise brands? icon

Yes. Siena is trusted by enterprise brands and is SOC 2, GDPR, CPRA, and HIPAA compliant. Our reasoning architecture provides the visibility, control, and explainability enterprise teams need. We offer dedicated onboarding, Slack support, and custom integrations for complex tech stacks.

Join brands who switched from AI Add-ons to Siena

Book a demo

Join brands who switched from AI Add-ons to Siena

Book a demo

Join brands who switched from AI Add-ons to Siena

Book a demo