Siena began with an empathic AI customer service agent and is expanding as the Agent of Record for consumer brands: a shared intelligence layer that gives customer-facing agents, internal agents and human teams a common understanding of the customer. Siena plans to use the new capital to build more autonomous agents and expand the infrastructure consumer brands use to serve customers and grow revenue.

“Siena is rebuilding the customer experience stack around customer intelligence, connecting how brands serve, sell to and retain their customers,” said Tom Holahan, General Partner, York IE. “We believe Siena can become as essential to running a brand as its commerce platform.”

Siena’s Shopping Agent and Social Agent work around the clock, answering questions, recommending products and closing purchases directly inside a conversation. On social, that includes moderation, community engagement and customer support across comments and DMs, including product questions under paid campaigns. Siena’s voice agents draw on the same customer context. A shared inbox lets human and AI teams work side by side. Enterprise controls include A/B testing on live traffic, a Quality Suite that grades agent performance and Autopilot to help build agents faster.

Hundreds of consumer brands, including FIGS, SPANX, Comfrt and HexClad, currently work with Siena. Across its customer deployments, Siena automates up to 80% of customer interactions. Examples of customer results include:

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  • Eskiin’s Social Agent lifted weekly comment engagement by 50% and freed up 15 hours a week for its social lead.
  • Coterie turned a customer-analysis project that used to take weeks into a ten-minute query with Ask Siena, using it to analyze customer feedback.
  • At SPANX, Siena Intelligence traced a spike in shipping complaints to a single carrier issue affecting nearly every delivery in one region, helping the team pinpoint the fix quickly.

As brands bring agents into support, shopping, social, messaging and voice, the challenge is making sure what one learns reaches the next. A service conversation can reveal why a customer is considering leaving, what matters to them or what would help them buy with confidence. When that understanding stays in one channel or team, the next interaction starts without it. “Support, shopping and social may be different departments inside a company,” said Lisa Popovici, cofounder and President of Siena. “To the customer, they’re one relationship.”

Siena’s Agent of Record platform brings together and enriches conversations, orders, subscriptions, reviews, loyalty data and brand knowledge in Siena Intelligence. A customer’s explanation for returning a product can inform their next shopping recommendation. Across customers, those explanations can reveal a recurring product issue. As agents handle more interactions, they add what customers asked for, what action was taken and whether it helped. Each new Siena agent can draw on the customer context the brand has already accumulated and contribute what it learns.

That customer understanding becomes a shared asset across the entire customer journey, available to every Siena agent and the teams running the brand. Customer insights teams, analysts, QA teams and executives use Siena Intelligence to investigate customer needs and operational problems. Marketers use those insights to shape campaigns, so what the brand learns while serving customers informs how it reaches them next.

“We started by helping brands take care of their customers,” said Andrei Negrau, cofounder and CEO of Siena. “Today, brands use Siena to help customers buy and guide decisions across the business. When an agent learns why someone buys or leaves, that understanding should travel with the customer and reach the people running the brand. The same understanding that helps an agent resolve a conversation can help a founder decide what to build next. Our ambition is for agents to manage the entire customer journey with that context.”

Siena, startup cofondat de Andrei Negrău și Lisa Popovici, 17 milioane de $ pentru dezvoltarea de agenți AI care interacționează cu clienții brandurilor

Siena is the Agent of Record for consumer brands, bringing shared customer Intelligence to agents and human teams across support, shopping, social, voice, retention and customer insights. Founded in 2023, Siena works with hundreds of brands including FIGS, Grüns, SPANX, HexClad, Comfrt, Caraway and Kitsch. Learn more about Siena, including its open roles, here: https://www.siena.cx/careers