Case Study: Momentous reaches 90% faster first response and 100% CSAT with Siena
Key results
The challenge
Momentous set out to give customers the best possible experience as quickly as possible, particularly through high-volume peak periods. Meeting that goal without adding headcount required automating a substantial share of inquiries while preserving quality.
The solution
Momentous deployed Siena as an AI customer service agent, moderating its output initially and increasing automation as confidence grew. The agent handled routine inquiries end to end while the team retained oversight.
“A lot of our customers, when they're interacting with Siena, they don't know that it's not human.”
TNTanner NelsonDirector of Customer Care, Momentous
The results, in context
Momentous reported a 90% improvement in first response time, holding responses consistently under two hours during peak season, alongside a 100% customer satisfaction rate and an NPS above 70. The AI agent reached a 60% automation rate after moderation, up from 5% immediately after launch, handling 60% of inquiries.