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Case Study: Spanx automates 50% of conversations and halves handle time with Siena

Spanx Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
Spanx
Industry
Apparel
Challenge
Scaling customer experience as a business driver without impersonal automation.
Headline result
Spanx handled 50% of customer conversations with Siena, cut average handle time in half and lifted CSAT by 5-7 points since deploying the agent in late 2023.

Key results

50%
Of conversations handled by AI
50%
Reduction in average handle time
cut in half
+5-7
CSAT points gained
since late 2023

The challenge

Spanx wanted to treat customer experience as a business driver and scale support efficiency, but was wary of automation that would feel impersonal to customers. The team needed automation that preserved brand experience.

The solution

Spanx deployed Siena in late 2023 to handle a substantial share of customer conversations while keeping interactions on-brand. The agent took on routine volume to reduce handle time.

The results, in context

Spanx reported that Siena handles 50% of customer conversations, average handle time was cut in half, and CSAT rose by 5-7 points since implementation in late 2023.

Products used

Siena Siena AI