Case Study: Fresh Clean Threads holds 91% CSAT while automating tickets with Siena
Key results
The challenge
Fresh Clean Threads wanted to free its support agents from clicking through repetitive macros so they could focus on higher-value work. Prior tools forced the team to pick from preset personality types rather than capturing the brand's actual voice.
The solution
Fresh Clean Threads deployed Siena, an agent it named 'Taylor,' which learned the brand voice from the company's website. Siena handled repetitive Tier 1 tickets while human agents took on more complex, higher-touch work.
“Our CSAT stayed at 91%-and that includes both Siena and our human team. This isn't about 80% automation.”
SCSydney ChestlerDirector of Customer Experience, Fresh Clean Threads
The results, in context
Fresh Clean Threads reported maintaining 91% CSAT across both Siena and its human team while automating 18% of incoming tickets. Average resolution time for Tier 1 queries reached 7.3 minutes, with agents freed to handle higher-level work.