True Sea Moss: Achieving 80% Automation and Unlocking a New Product Line with Siena AI

True Sea Moss, a fast-growing health and wellness brand based in Los Angeles, was experiencing rapid demand for its CMOS Gel products-shipping nearly half a million dollars in product daily. But behind the scenes, their CX operation was under pressure. Customers waited up to four days for a reply, the team was using disconnected email systems, and support tickets were piling up.

"We had 16 agents and were still falling behind. Customers were waiting days for answers, and we were losing trust."

— Aliaksandr Maliauka, CX Manager, True Sea Moss

They weren’t just losing time. They were losing customer confidence. With no help desk in place, they needed structure-fast.

Turning Chaos into Continuity

Aliaksandr wasn’t just looking for another support tool. What stood out about Siena was its speed to value and flexibility. Within one week, the team launched Siena automations for their two most common requests-subscription cancellations and order cancellations-which accounted for nearly 80% of all tickets.

"We set up Siena in one week and immediately started responding in one minute instead of four days." — Aliaksandr

This wasn’t just an AI integration. It was a transformation. With the initial wins in place, they built a new Zendesk infrastructure around Siena as the front line of support.

From Cancellations to Conversations

Before Siena, customers looking to cancel often did so without a reply at all. Now, Siena handles those requests immediately-with empathy, clarity, and even education.

Instead of defaulting to cancellations, the team uses Siena automations to explain subscription benefits and offer alternative options. This shift toward proactive, trust-building conversations has already started to improve retention.

"Siena helped us not just respond faster, but retain customers. Instead of canceling, we guide them and explain value." — Aliaksandr

The Impact in Two Months

• 80% of ticket volume automated within two months of launch

• Response time dropped from 4 days to under 1 minute

• Agent team size reduced, without sacrificing coverage

• Live chat performance improved with Siena Chat replacing delayed Zendesk workflows

"Siena didn’t just reply to customers. It gave us structure. Now we’re running a real system." — Aliaksandr

From Manual Replies to Guided Teams

The True Sea Moss team previously managed support manually. Now, they use Siena’s CoPilot to draft replies and resolve tickets faster, with more consistency.

Siena responses are used internally first, then sent with a human touch-saving time, while maintaining tone and trust.

"Our agents don’t need to write from scratch anymore. Siena guides them. We just review and send." — Aliaksandr

They also use Siena’s Memory Insights to identify and automate frequent concerns-like pregnancy safety, allergies, and product comparisons-which allows them to stay ahead of customer questions.

How CX Insights Sparked a Revenue-Driving Product Launch

Beyond support, Siena Memory unlocked a completely new revenue opportunity. Through Memory Insights, the True Sea Moss team noticed a repeated pattern: customers wanted to try new flavors, but didn’t want to commit to full-size pricing.

This insight led to the launch of sample sachets-a new product line designed to help customers try before they commit. The result? A customer-loved offering that might never have been discovered through traditional reporting.

“We didn’t know we needed sample sachets until we saw it in the Memory report. Now it’s one of our most popular product lines.”

— Luka Kvatchrelishvili, CMO, True Sea Moss

A Human Voice, Powered by AI

Their Siena agent is named Alex, after Aliaksandr himself-a reminder that automation doesn’t mean losing your brand’s humanity. Alex is polite, warm, and approachable, reflecting how the True Sea Moss team wants customers to feel.

"We added emojis and friendliness to every message. It feels like chatting with someone real." — Aliaksandr

Looking Ahead

Now that they’ve hit 80% automation, the True Sea Moss team is working toward 90%+. Their goals include:

• Reducing fallback handoffs (currently at 40%) to below 10%

• Expanding automations into edge cases and upsell moments

• Using Memory and Siena Analytics to improve accuracy and customer sentiment tracking

"Our goal is 100% automation. It’s not easy, but Siena already saves us time and cost. We’re building toward more." — Aliaksandr

Want to scale CX without losing connection?

Reach out to Siena to learn how AI agents like Alex are helping brands like True Sea Moss deliver fast, human-first support.