Case Study: Western Rise cuts first response time from 20 hours to 36 seconds with Siena
Key results
The challenge
Western Rise's support team relied on automated macros in its ticketing system, which made it difficult to personalize customer responses and kept the team focused on repetitive ticket management. First response times sat around 20 hours.
The solution
Western Rise deployed Siena as an AI customer service agent trained on its brand voice, using Siena's ready-made dashboard to handle and route conversations. The team moved away from generic macros toward personalized, AI-generated responses.
“Siena got our team out of the 'boring' ticket management.”
KWKelly WattersCo-founder, Western Rise
The results, in context
Western Rise reported first response time falling from 20 hours to 36 seconds and CSAT rising from 91-92% to 98-100% within 14 days. Resolution time decreased by a full day, and the team was freed from repetitive ticket handling.