Case Study: Equip Foods cuts first response times 80-90% at 4.5/5 CSAT with Siena

Key results

The challenge

Equip Foods needed to deliver fast, brand-consistent support at scale, including questions that require a human touch such as product recommendations. Providing 24/7 coverage without adding overnight staff was a constraint.

The solution

Equip Foods deployed Siena to handle routine inquiries and assist agents, providing 24/7 availability. The agent improved over time as it learned from interactions.

The results, in context

Equip Foods reported an 80-90% reduction in first response times relative to purely human-handled tickets, while maintaining a 4.5 out of 5 CSAT score. Siena provided round-the-clock coverage for customer questions without additional staffing.

Products used