Siena vs Kustomer AI

Move from answering questions to making customers happy

Empathic AI CX agents designed for commerce

Siena is what ecommerce brands choose instead of generic support. 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 Kustomer AI?

	SIENA AI	KUSTOMER AI SUITE
Remembers every customer	Each interaction builds memory, deepening relationships and surfacing insights	Customers repeat themselves with no business insights
Tailor tone and style	Multiple agent personas per channel with rich tone and style	Single tone across all channels, no customization
AI-Native or Add-on?	AI-Native platform built from the ground up	Bolt-on to legacy helpdesk, constrained by old architecture
Knowledge & Sources	Domain-level crawl, Google Docs & Sheets, unlimited sources	Only websites and help center articles
Pre-launch testing	Inline playground with step-by-step reasoning for confident deployments	Basic testing only, limited pre-launch QA
Configurable response time	Set custom delays per channel for natural conversation flow	Instant responses only, no pacing control
Flexible AI disclosure	Full control over AI disclosure	AI disclosure required, no flexibility
Channels	Chat, Email, SMS, WhatsApp, Instagram, Facebook, TikTok, Klaviyo, Yotpo, Okendo	Limited social channels, no marketing or reviews
Understands customer videos	Automatically understands video attachments showing product issues or questions	No automated video processing, agents must watch and document manually
Review management	Fully automates review moderation and responses	Manual moderation and responses, no automation
QA coverage	Evaluate 100% of your conversations against criteria you write in plain language	Lacks an integrated QA automation layer

	SIENA AI	KUSTOMER AI SUITE
Remembers every customer	Each interaction builds memory, deepening relationships and surfacing insights	Customers repeat themselves with no business insights
Tailor tone and style	Multiple agent personas per channel with rich tone and style	Single tone across all channels, no customization
AI-Native or Add-on?	AI-Native platform built from the ground up	Bolt-on to legacy helpdesk, constrained by old architecture
Knowledge & Sources	Domain-level crawl, Google Docs & Sheets, unlimited sources	Only websites and help center articles
Pre-launch testing	Inline playground with step-by-step reasoning for confident deployments	Basic testing only, limited pre-launch QA
Configurable response time	Set custom delays per channel for natural conversation flow	Instant responses only, no pacing control
Flexible AI disclosure	Full control over AI disclosure	AI disclosure required, no flexibility
Channels	Chat, Email, SMS, WhatsApp, Instagram, Facebook, TikTok, Klaviyo, Yotpo, Okendo	Limited social channels, no marketing or reviews
Understands customer videos	Automatically understands video attachments showing product issues or questions	No automated video processing, agents must watch and document manually
Review management	Fully automates review moderation and responses	Manual moderation and responses, no automation
QA coverage	Evaluate 100% of your conversations against criteria you write in plain language	Lacks an integrated QA automation layer

The intelligence layer for commerce

The ecommerce agent CX teams choose

Shifts your team from reactive escalations to proactive strategy

Resolves complex ecommerce workflows in your brand's genuine voice

Manages increasing volume without expanding headcount

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 that runs itself

Filter reviews, reply at scale in your brand voice, and surface insights that guide product strategy.

Identifies and moderates reviews without manual review

Improves search visibility with consistent, on-brand responses

Enables your team to prioritize urgent reputation issues

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 transforms customer experience

Thread every customer interaction into one cohesive story. Enable personalized experiences and uncover insights that strengthen your operations.

Maintains conversation continuity across every touchpoint

Tailors responses using complete purchase and interaction history

Reveals customer insights instantly for immediate action

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 seals the deal

Move customers from discovery to completion with tailored recommendations driven by past purchases, dialogue history, and up-to-date catalog.

Delivers intelligent product recommendations during every interaction

Functions seamlessly across web, email, SMS, messaging, and social

Measures revenue impact from first engagement to final transaction

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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?

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

Why do brands choose Siena over Kustomer AI? icon

Ecommerce brands select Siena for its purpose-built AI architecture, not retrofitted helpdesk features. We consistently achieve 80% automation rates that strengthen with use. Siena integrates with your current helpdesk platform (Zendesk, Kustomer, Gorgias, and others), eliminating vendor lock-in. When you migrate helpdesks, Siena seamlessly transitions with you.

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. Kustomer AI only works with the Kustomer helpdesk, locking you into their ecosystem. If you ever want to change your helpdesk, you lose your AI investment with Kustomer AI.

What if I want to switch from Kustomer AI 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. Kustomer AI is dependent on the Kustomer helpdesk. If you leave Kustomer AI, you start over.

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.

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 ecommerce brands who made the switch

Book a demo

Join ecommerce brands who made the switch

Book a demo

Join ecommerce brands who made the switch

Book a demo