Case Study: True Sea Moss automates 80% of tickets and cuts response time from 4 days to 1 minute with Siena
Key results
The challenge
True Sea Moss had a 16-agent support team but was still falling behind, with customers waiting days for answers and trust eroding. The company ships roughly $500,000 in product daily, making response speed and retention critical.
The solution
True Sea Moss set up Siena in one week to automate routine support and guide agents on more complex cases. The team shifted to reviewing and sending AI-drafted responses rather than writing from scratch.
“We set up Siena in one week and immediately started responding in one minute instead of four days.”
AMAliaksandr MaliaukaCX Manager, True Sea Moss
The results, in context
True Sea Moss reported automating 80% of support tickets and cutting response time from four days to one minute. The company describes Siena as giving its support operation structure, with agents reviewing AI-guided replies instead of writing each one manually.